4.1 - CompTIA A+ Core 2

Ticketing systems

Software used to log and track support requests from users, usually managed by the help desk.

User information

Refers to the person/user having a technical issue, often integrated with name services like Active Directory. Always confirm contact information to ensure accurate user records and effective communication.

Device information

Description of the hardware and operating system involved in the user's issue, including model numbers and OS version.

Description of issue

Details the specific problems encountered by the user, aiding in troubleshooting.

Categories (ticketing)

Used to categorize groups of issues for troubleshooting, such as hardware failures or software failures.

Severity (ticketing)

Categorizes the importance of help desk tickets, ranging from low to critical levels.

Escalation levels

Indicates different stages at which a ticket may be elevated for resolution based on severity.

Progress notes

Documentation that describes the current status of a task or ticket, kept concise.

Issue resolution

Documentation of a ticket’s solution, referenced later for similar problems.

Asset management

Systematic approach to categorize and record a company’s tech assets.

Inventory lists

A detailed record of all assets a company owns, including physical items and software.

Configuration management database (CMDB)

A centralized repository that tracks and stores information as well as relationships between assets.

Asset tags/IDs

Markers used to identify an asset, such as barcodes or RFID.

Procurement life cycle

Process involving user requests, negotiating with suppliers, purchases, invoicing, and payments.

Warranty

Guarantee from a seller that a product will function for a specified time period.

Licensing

Granting of official licenses related to software costs and renewals.

Assigned users

Users associated with a particular asset in an asset tracking system.

Incident reports

Documentation detailing an incident, its scope, resolution, and prevention steps.

Standard operating procedures (SOPs)

Standardized processes for routine tasks.

Software package custom installation procedure

Specific SOP for installing software packages to meet organizational requirements.

Onboarding setup checklist

Documentation for bringing a new person into the organization, outlining required IT configurations.

User off-boarding checklist

Documentation for removing a person from the organization, such as handling hardware and account data.

Service level agreement (SLA)

Document outlining minimum terms for a service provided, such as uptime and response times.

Internal SLA

Agreement between different teams within the same organization to ensure effective collaboration.

External/third-party SLA

Agreement between different organizations or a user and a service provider.

Knowledge base

A store of information used for troubleshooting and improving service delivery.

External knowledge base

Information from external sources such as manufacturer documentation.

Internal knowledge base

Institutional information, typically part of help desk software.