What is the purpose of a standard operating procedure (SOP)?

• To generate unique ticket IDs

• To categorize support cases

• To provide step-by-step instructions for tasks

• 1. To assign severity levels to incidents

Which of the following is an example of an SOP?

• Generating a unique ticket ID

• Categorizing support cases

• Setting up new user accounts

• Assigning severity levels to incidents

What is the main function of a ticketing system?

• Managing employee onboarding

• Managing requests, incidents, and problems

• Managing asset procurement

• Managing network topology

How are tickets categorized in a ticketing system?

• Requests, incidents, and problems

• Critical, major, and minor

• High, medium, and low

• New, in progress, and closed

What is the purpose of asset management?

• To manage requests, incidents, and problems

• To provide step-by-step instructions for tasks

• To identify and inventory hardware and software assets

• To categorize support cases

What is the main goal of change management?

• To manage requests, incidents, and problems

• To generate unique ticket IDs

• To reduce the risk of configuration changes causing service downtime

• To provide step-by-step instructions for tasks

What is included in asset documentation?

• Purpose of the change and scope of the change

• Warranty/support contract and licensing details

• User information and device information

• Progress notes and problem resolution

What is the main purpose of an acceptable use policy (AUP)?

• To provide step-by-step instructions for tasks

• To enforce regulatory compliance requirements

• To categorize support cases

• 1. To set guidelines for the appropriate use of resources

What is the purpose of risk analysis in change management?

• To categorize support cases

• To assign severity levels to incidents

• To assess potential impacts of configuration changes

• To generate unique ticket IDs

How are tickets escalated in a ticketing system?

• By assigning severity levels

• By categorizing support cases

• By transferring ownership to higher tiers

• 1. By generating unique ticket IDs