4.1 and 4.2 Operational Procedures Flashcards
Implement best practices associated with documentation and support systems information management Explain basic change-management best practices
Incident
Happens once or is an isolated issue
Problem
Recurrent and happens to multiple users or devices
Give the 3 ticket categories
- Request
- Incident
- Problem
What are the three things that should be written in tickets?
- Problem description
- Progress notes
- Problem resolution
List 5 benefits to having a knowledgebase
- Reduces the support workload
- Provide good self-service
- Lower the amount of work
- Lower the product cost
- Quick onboarding and training experience
Asset management
Systematic approach to the governance and realisation of value of things over their lifecycle
Give the 5 steps of asset management
- Development
- Operation
- Maintenance
- Upgrade
- Disposal
What does a database system allow for?
- Detailed management and configuration of assets
- Association of user with workstation
Procurement lifecycle
Birth to death of an asset
Change request
Verifies the impacts
Procurement
Determines the budget
Deployment
Implements procedures in a secure configuration
Maintenance/Operations
Implements procedures for monitoring and support
Disposal
Implements procedures for sanitizing data remnants
Change
Addition, modification, or removal that may have a direct or indirect effect on IT services
Standard changes
Preauthorised and can be implemented without any additional authorisation
Normal changes
Authorisation is needed
Emergency changes
Must be expedited; often when something is broken and needs to be working again quickly.
Change authority
Person or group that authorises changes
Pair programming
One person writes code and the other reads and approves it
What sort of change should be used when working with large system networks?
Normal change
List 3 things the change schedule helps with
- Communicating changes to staff and stakeholders
- Ensuring there are enough resources to implement the changes
- Helps plan the changes
What are three reasons there may need to be a change?
- Fault needs fixing
- New business need or process
- Planned improvement
Change Advisory Board
- Technical experts
- Business experts
- Senior leaders
Rollback plan
Plan of action if something goes wrong
End-user acceptance
Ensuring all end users know how to use the new system correctly
Standard Operating Procedure
Step-by-step list of actions to comply with a particular policy
Acceptable Use Policy
A set of rules set by the organisation of the network that restricts and governs ways in which the network/system may be used
After Action Report (Incident Report)
What happened, the cause, and how to prevent it in the future. Can also include opinions of all involved parties
Which types of connections could be shown in a network topology diagram?
Logical or physical
