4.1 - CompTIA A+ Core 2

Ticketing systems

• Ticketing systems: Software used to log and track support requests from users - usually a responsibility of the help desk to manage.

User information

• User information: Refers to the person/user who is having the technical issue - ticketing systems will usually integrate into a name service (Active Directory), but always confirm contact information to ensure accurate user records and effective communication.

Device information

• Device information: Refers to the description of the hardware and operating system involved in the user's issue, including model numbers, operating system version, and any relevant configurations.

Description of issues

• Description of issue: This section should clearly and concisely detail the specific problems encountered by the user, such as error messages, system performance issues, or hardware failures, to assist in troubleshooting.

Categories

• Categories (ticketing): Used to categorize a broad group of issues to troubleshoot (include hardware failures, onboarding/offboarding, change requests, software failures).

Severity

• Severity (ticketing): Used to categorize the importance/priority of help desk tickets (how dangerous the issue is if left unchecked). Includes standardized levels such as low, medium, high, or critical.

Escalation levels

• Escalation levels: This indicates the different stages at which a ticket may be elevated for resolution, depending on its severity. Tickets can be escalated to a higher tier or a specialist group.

Clear, concise written communication

Issue description

Progress notes

• Progress notes: Documentation that describes the current status of a task (i.e., a ticket) - progress info should be kept concise, and additional changes are documented.

Issue resolution

• Issue resolution: Documentation for a ticket’s solution - this may be referenced later by others with the same problem (live knowledgebase of issues + solutions).

Asset management

• Asset management: Systematic approach to categorize and record a company’s assets (tech assets in this case - laptops, desktops, servers, routers, mobile devices).

Inventory lists

• Inventory lists: A detailed record of all assets a company owns, including physical items, software, and other resources.

Configuration management database (CMDB)

• Configuration management database (CMDB): A centralized repository that tracks and stores information about assets, enabling organizations to track relationships and dependencies between different components.

Asset tags and IDs

• Asset tags/IDs: Markers used to identify an asset - include barcodes, RFID, visible tracking numbers (numbers stuck onto the assets), and organization names.

Procurement life cycle

• Procurement life cycle: The process of purchasing devices - a multi-step process that involves: (1) User requests, (2) Negotiating with suppliers, (3) Purchase, invoicing, and payments

Warranty and licensing

• Warranty: A guarantee from a seller/manufacturer that a product is free from defects and will function for a specified time period. Assets have a different categorization process if/if not they’re not out of warranty.

• Licensing: Granting of official licenses - related to software costs/ongoing software license renewal deadlines.

Assigned users

• Assigned users: Users that are associated with a particular asset - useful for an asset tracking system.

Types of documents

Incident reports

• Incident reports: Cybersecurity documentation that details an incident, its scope, its resolution, and further prevention steps.

Standard operating procedures (SOPs)

• Standard operating procedures (SOPs): Standardized processes for a routine task or process.

Software package custom installation procedure

• Software package custom installation procedure: Specific SOP tailored to install software packages in a manner that meets organizational requirements and ensures compatibility with existing systems.

New user/onboarding setup checklist

• Onboarding setup checklist: Documentation referred to when bringing a new person into the organization. Provides the required IT hardware and software configs that allow a user to access the corporate network.

User off-boarding checklist

• User off-boarding checklist: Documentation referred to when removing a person from an organization (e.g., what to do with hardware, account data, account expiration/deactivation).

Service-level agreements (SLAs)

• Service level agreement (SLA): Document that outlines the minimum terms for a service provided (uptime, response time agreement, etc.).

Internal

• Internal SLA: An agreement between different teams or departments within the same organization to ensure they are collaborating effectively and meeting specific goals.

External/third-party

• External/third-party SLA: An agreement between two differing organizations/a user and a service provider.

Knowledge base/articles

• Knowledge base: A store of information available to draw upon to assist users with troubleshooting, providing solutions, and improving overall service delivery.

• External knowledge base: Information from external sources (manufacturer docs, Internet communities).

• Internal knowledge base: Institutional/corporate information - typically part of help desk software.