Organizational Documentation

Question 1

Ticketing systems

Answer 1

Best practices for ticketing systems are that you should have or include:

User information.
Device information.
Description of problems.
Categories.
Severity.
Escalation levels.
Clear, concise written communication should include:
Problem description
Progress notes
Problem resolution

Question 2

Asset management

Answer 2

Best practices for asset management are that you should have:

Inventory lists.
Database system.
Asset tags and IDs.
Procurement life cycle:
Need identification.
Vendor selection.
Submit purchase requisition.
Generate purchase order.
Invoice and order.
Warranty and licensing.
Assigned users.

Question 3

Types of documents

Answer 3

Regulatory compliance requirements: Splash screens.
Acceptable use policy (AUP).
Network topology diagram.