Supporting Network Operations Flashcards
Incident vs problem
Incident is one time issue
A problem is reoccurring
Ticket categories
Requests
Incidents
Problems
Shifting left
Downgrade the ticket tier
What you should be writing in your tickets
Problem description
Progress notes
Problem resolution
Knowledge Base Articals
Repository of issue / problem resolutions
Can be internal / private
And external / public
Asset management
Managing your assets throughout their lifecycle
Development
Operation
Maintenance
Upgrade
Disposal
Asset Management Database
Database to store detailed information about assets
Associate users with workstations
Unique Asset Tag / ID
Unique identifiers for assets
Procurement Lifecycle
Birth to death of an asset
Standard changes
Pre authorized
Normal changes
Authorization is gained
Emergency changes
Expedited
Emergency change advisory board (ECAB)
Rollback plan
Plan of action when something goes wrong
Change request form
Attempt to get approval for a change
Purpose of the change
What is the reason? Why do we need it? What is the problem?
Scope of the change
How big is this change? What will be affected?
Risk analysis of change
What impact will there be on risk?
Affected systems / impact
How will it affect the schedule? How much will it cost?
Change Advisory Board (CAB)
Technical experts
Business experts
Senior leaders
Risk analysis
Determine high medium low risk
End user acceptance
Make sure people know how to use that new system
Sandbox testing
Quarantined small batch testing before a big change
(AUP) Acceptable use policy
Sign a document saying you’re going to use your computer the way the company approves of
Standard operating procedure
Step by step list of actions on how to do a thing
New user set ups
End user terminations
Software installation
