4.0

Ticketing System

Used to record, track, prioritize, and resolve support requests.

Ticket Documentation

Information recorded in tickets such as user name, department, contact information, employee ID, location, device details, operating system, issue description, category, severity, and escalation level.

Asset Management

Tracks organizational hardware, software, and technology resources.

Inventory Management

Maintaining records of organizational assets.

Auditing

Reviewing assets and systems for compliance and accuracy.

Budget Planning

Using asset information to forecast technology expenses.

Incident Report

Formal documentation of an issue or event, including date, time, systems affected, actions taken, and resolution.

Standard Operating Procedure (SOP)

Step-by-step instructions for performing routine tasks consistently.

New User / Onboarding Checklist

Procedures for creating accounts, granting access, and preparing resources for new employees.

User Offboarding Checklist

Procedures for disabling accounts, recovering assets, and removing access when employees leave.

Service Level Agreement (SLA)

Defines expected support levels, response times, and service expectations.

Internal SLA

Agreement between an organization's IT department and employees.

External / Third-Party SLA

Agreement between an organization and an outside vendor or service provider.

Knowledge Base (KB) Article

Documentation that provides solutions to common issues and frequently asked questions.

Rollback Plan

Process for restoring systems to a previous state if a change fails.

Backup Plan

Ensures data and configurations can be recovered if problems occur.

Sandbox Testing

Testing changes in an isolated environment that mimics production systems.

Request Form

Formal documentation used to initiate a change request.

Purpose of the Change

Explains why a change is necessary.

Scope of the Change

Defines what systems, services, or users are affected by the change.

Standard Change

Pre-approved, low-risk, repeatable change.

Normal Change

Change requiring review and approval before implementation.

Emergency Change

Urgent change required to restore service or address a critical threat.

Date and Time of Change

Scheduled implementation time intended to reduce disruption.

Change Freeze

Period during which changes are prohibited.

Maintenance Window

Scheduled period designated for maintenance activities.

Risk Analysis

Evaluation of the likelihood and impact of potential issues.

Affected Systems

Documentation of all systems, applications, and users impacted by a change.

End-User Acceptance

Verification by users that a change meets business requirements.

Full Backup

Copies all selected data every time a backup runs.

Incremental Backup

Copies only data changed since the last backup of any type.

Differential Backup

Copies all data changed since the last full backup.

Synthetic Full Backup

Creates a new full backup by combining an existing full backup with incremental backups.

In-Place (Overwrite) Recovery

Restores files to their original location.

Alternative Location Recovery

Restores files to a different location.

Backup Testing

Verifying that backups can successfully be restored.

Onsite Backup

Backup stored at the same location as the organization.

Offsite Backup

Backup stored at a separate physical location.

Grandfather-Father-Son (GFS)

Backup rotation strategy using daily, weekly, and monthly backups.

3-2-1 Backup Rule

Best practice requiring 3 copies of data, 2 different storage media types, and 1 offsite copy.

Electrostatic Discharge (ESD) Strap

Wrist strap that grounds the user to prevent static electricity from damaging components.

ESD Mat

Static-dissipative work surface used when servicing electronic equipment.

Equipment Grounding

Connecting equipment to earth ground to safely redirect electrical faults.

Proper Component Handling and Storage

Handling components by their edges and storing them in protective packaging to prevent damage.

Antistatic Bag

Protective bag that shields electronic components from electrostatic discharge.

Air Filter Mask

Protects the lungs from dust and airborne particles.

Safety Goggles

Protect the eyes from hazards.

Fire Safety

Practices used to prevent and respond to workplace fires.

Material Safety Data Sheet (MSDS)

Document providing information about chemical hazards, handling, storage, and disposal.

Proper Battery Disposal

Recycling or disposing of batteries according to local regulations.

Proper Toner Disposal

Following manufacturer recycling programs or local disposal requirements for toner cartridges.

Brownout

Temporary reduction in voltage that may cause system malfunctions or shutdowns.

End User License Agreement (EULA)

Legal agreement defining software usage rights.

Non-Disclosure Agreement (NDA)

One-way confidentiality agreement protecting sensitive information.

Forensic Drive Copy

Creating an exact image of a storage device to preserve data integrity during investigations.

Order of Volatility

Collecting the most temporary data first because it disappears quickly.

Licensing

Legal agreement defining how software can be used.

Digital Rights Management (DRM)

Technology used to prevent unauthorized copying or distribution of digital content.

Perpetual License

One-time software purchase that allows indefinite use of that software version.

Open-Source License

License allowing users to view, modify, and distribute source code under specified conditions.

Mutual Non-Disclosure Agreement (MNDA)

Confidentiality agreement where both parties protect each other's information.

Regulated Data

Information protected by laws and regulations.

Acceptable Use Policy (AUP)

Document defining acceptable and prohibited uses of company systems.

Regulatory and Business Compliance Requirements

Rules and standards organizations must follow to meet legal and business obligations.

Splash Screen

Login banner displayed before system access.

.bat

Batch file used in Windows Command Prompt.

.ps1

PowerShell script used in Windows PowerShell.

.vbs

VBScript file using the Visual Basic scripting language.

.sh

Shell script used in Linux and macOS command-line environments.

.js

JavaScript file used in web browsers and server environments such as Node.js.

.py

Python script written in Python.

Basic Automation

Using scripts to automate repetitive tasks.

Restarting Machines

Using scripts to reboot systems automatically.

Remapping Network Drives

Automating network drive assignments.

Application Installation

Using scripts to automate software deployment.

Automated Backups

Scheduling backup operations through scripts.

Information Gathering

Collecting system or network information automatically.

Initiating Updates

Automating operating system or application updates.

Remote Desktop Protocol (RDP)

Windows protocol providing full graphical remote desktop access.

Virtual Private Network (VPN)

Creates an encrypted tunnel to a private network over the internet.

Virtual Network Computing (VNC)

Cross-platform remote desktop technology using graphical screen sharing.

Secure Shell (SSH)

Secure command-line protocol for remote system access and administration.

Remote Monitoring and Management (RMM)

Enterprise tools used to monitor and manage systems remotely.

Simple Protocol for Independent Computing Environments (SPICE)

High-performance remote display protocol commonly used in virtualized environments.

Windows Remote Management (WinRM)

Windows protocol used for remote administration through commands and scripts.

Appropriate Use of AI

Organizational guidelines defining acceptable use of AI tools.

Plagiarism

Presenting AI-generated content as original work without proper attribution.

AI Bias

Tendency of AI systems to reflect biases present in training data.

AI Hallucination

AI-generated information that appears accurate but is actually false.

AI Accuracy Limitations

AI-generated information may not always be current, complete, or correct.