11A Implement Best Practice Documentation Flashcards
Standard Operating Procedure
A step-by-step list of actions that must be completed for any given task to comply with policy.
Guidelines
Are for areas of policy where there are no procedures. Decision making is too complex and subject to variables.
Ticketing System
A way to manage requests, incidents, and problems. Support both internal end-users and external customers.
User Information
User’s name, contact details, and other relevant information such as department or job role.
Device Information
Asset IDs can be used to identify the device,
Categories
Groups related tickets together.
-Severity Level(Minor, Major, and Critical)
Classifies tickets into priority order.
Severity-
Critical incidents have a widespread effect on customers or involve potential or actual data breach.
Major incidents affect a limited group of customers or involve a suspected security violation.
Minor incidents are not having a significant effect on customer groups.
Ticket Management
Escalation Levels
Occurs when an agent can’t resolve the ticket.
-Requires analysis by senior technician or by a third party.
Ticket severity needs to be escalated.
Involvement of sales or marketing to deal with service complaints or refunds.
