4.1: Documentation and Support Systems Information Management Best Practices

Ticketing Systems

The best way to manage support requests; involves documenting, assigning, resolving, and reporting issues. Usually handled by the help desk.

Managing a Support Ticket

Process that includes gathering information, applying context (categorization, severity, escalation), and maintaining clear communication.

User Information in Tickets

Includes name, contact info, and possibly automatic integration with directory services; always verify.

Device and Description in Tickets

Key details about the affected device and a clear, concise problem description that determines next steps.

Ticket Categorization

Broad classification of issues such as change requests, hardware requests, problem investigations, or failures.

Ticket Severity Levels

Priority levels like low, medium, high, or critical, which determine urgency.

Ticket Escalation

Moving issues to higher support tiers or specialized groups when problems are complex or unique.

Progress Notes in Tickets

Concise documentation of updates and changes to keep multiple technicians aligned.

Problem Resolution Documentation

Final solution entry in ticket; helps build a searchable knowledge base for future issues.

Asset Management

Process of keeping a record of all company assets (laptops, servers, routers, switches, etc.), including tracking, support association, and financial records.

Asset Tag

Unique identifier for an asset, often barcode, RFID, or visible tracking number with org info.

Asset Database

Central system that stores asset info, assigned users, warranties, and licensing.

Procurement Life Cycle

Multi-step purchasing process that starts with user request/approval, then supplier negotiation, purchase, invoicing, and payment.

Acceptable Use Policy (AUP)

Document that defines acceptable use of company resources (internet, computers, phones, etc.) and protects the organization legally.

Network Topology Diagram

Diagram that describes the network layout (logical or physical) including rack locations.

Compliance Documentation

Records that ensure laws, regulations, and policies are met; penalties include fines, job loss, or legal consequences.

Splash Screens

Messages, logos, or warnings at login/startup used for branding, compliance, or legal notifications.

Incident Reports

Documentation of security incidents, used for reference and part of formal incident response plans.

Standard Operating Procedures (SOPs)

Detailed step-by-step instructions for processes like downtime, software installs, or upgrades; ensures consistency.

Onboarding Documentation

IT steps for new employees: agreements, account creation, group assignments, and hardware provisioning.

Offboarding Documentation

Predefined process for departing employees: reclaiming hardware, handling data, and disabling accounts.

Knowledge Base

Centralized archive of solutions and institutional knowledge, often integrated into help desk software for quick problem resolution.