11.2

Module Overview

• Title: The Complex World of IT Professionals

• Source: CompTIA A+ Guide To IT Technical Support, 11 Edition

• Focus: Module 11 Part 2 - CompTIA A+ Core 2 (220-1102)

Module Objectives

• Support customers with professionalism and respect, alongside technical skills.

• Describe support systems and documentation addressing:

  • Asset management

  • Network topology

  • Ticketing systems

  • Standard operating procedures

  • Change management

• Understand the complexities of diverse software environments.

Documentation and Support Systems

• Importance of good documentation and support systems in IT operations.

• Key areas covered in this section:

  • Types of documentation

  • Support systems encountered in IT careers

  • Expectations of IT technicians.

Types of Documents and Support Systems

Knowledge Base

• Definition: Collection of articles providing information about networks, products, or services.

• Note: A poor knowledge base can mislead users with false information.

Asset Management

• Tracks physical and digital assets: end-user devices, network devices, IP addresses, software licenses.

• Asset management software may use asset tags and barcodes for tracking:

  • Barcodes can be easily read by scanners.

  • Other security measures include theft-prevention plates.

Network Documentation

• Should include a network topology diagram:

  • Topology refers to the pattern of device connections in a network.

Ticketing System

• An essential system for tracking support calls.

• Initial support calls create tickets documenting:

  • The request

  • Progress of issue resolution

• Ticket lifecycle:

  • Open until the issue is resolved.

  • Staff document activities and progress.

  • As tickets age, they may receive less attention unless urgency persists.

Change Management

• Definition: Integral to project management, facilitating changes in IT processes.

• Role of Change Manager:

  • Works with teams to determine software impacts on users.

  • Manages communication, scheduling, training, and user support.

Business Processes

• Related activities aimed at achieving business goals, such as:

  • Efficient and cost-effective services.

  • High customer satisfaction.

  • Quality products.

Change Purpose

• A formal change request details what needs to be changed.

• Complex changes often reviewed by a Change Advisory Board (CAB).

Change Plan

• Defines the scope of change, covering:

  • Key components

  • Required skills and tasks

  • Involved individuals/departments

  • Success metrics and completion timeline.

Risk Analysis

• Identifies potential problems associated with changes to prevent crisis situations.

Rollback Plan

• Outlines recovery steps for reverting to the original state in case of failed changes.

• Key factors for user acceptance of changes:

  • Understanding the purpose and company leadership support.

  • Awareness of personal impact and addressal of concerns.

  • Availability of training for changes affecting users.

Request for Comments (RFC)

• Solicits user feedback regarding changes.

Document Changes

• Thorough documentation is a must:

  • Change plans should be consistently updated.

  • Larger organizations may use dedicated change management software, while smaller ones might employ Word/Excel for documentation.

Summary

• Recap of module objectives:

  • Describe support systems and documentation relating to asset management, ticketing systems, network topology, standard operating procedures, and change management.