Operational Procedures · Topic 1 of 9
Documentation and Ticketing Systems
Use ticketing systems, asset management, inventory, knowledge base articles, network diagrams, SOPs and policies to document support work properly.
- 4 min
- A ticket records user, device, problem, category, severity, notes and resolution.
- Severity sets priority, and escalation moves a ticket to a higher level.
- Asset management uses asset tags and keeps inventory, warranty and licence details.
What it is
Good documentation lets any technician pick up a problem without starting again. It also gives managers a record of what was done and when, and it supports audits. Support teams keep this information in tickets, asset records, diagrams, procedures and a knowledge base.
How it works
Ticketing systems
A ticketing system records every support request from start to finish. A complete ticket holds these items.
| Ticket item | Purpose |
|---|---|
| User information | Who reported it and how to reach them |
| Device information | Which computer or device is affected |
| Description of the problem | Clear symptoms in the user's words and the technician's findings |
| Category and severity | Type of issue, and how urgent it is |
| Escalation levels | Who gets it when the first level cannot solve it |
| Progress notes | Each step tried, with time and result |
| Resolution | What fixed the problem and any follow up |
Severity decides the priority. A server outage that stops a whole department is higher than one user's printer. Escalation sends a ticket to a more skilled technician or a manager when the issue is beyond the current level or past its target time.
Notes should be clear and factual, written so someone else can understand them later. A ticket is closed only when the user confirms the problem is solved.
Service level agreements
A service level agreement (SLA) sets agreed response and resolution times by severity. These targets drive ticket priority and escalation.
- Internal SLA. An agreement between IT and the business units it supports.
- External SLA. An agreement with a vendor or internet service provider (ISP), covering items such as uptime and penalties.
Asset management
Asset management tracks hardware and software across their life. Each device gets an asset tag or identifier (ID), often a barcode label, and a record with this information.
- Make, model and serial number.
- Assigned user and location.
- Purchase date and warranty details.
- License information for software.
- Life cycle stage, from purchase to disposal.
The inventory is the list of what the organisation owns. It helps with planning replacements, finding lost equipment, tracking warranties and proving licence compliance. Procurement life cycle covers requesting, buying, using, maintaining and retiring an asset.
A configuration management database (CMDB) is the central record of assets, called configuration items, and the relationships between them. It helps judge the impact of a change or an incident, for example which services depend on one server.
Knowledge base articles
A knowledge base (KB) is a library of articles that explain how to fix common problems. Technicians search it before escalating, and users may use self service versions. Writing a new article after a new fix saves time later.
Network topology diagrams
A network topology diagram shows how devices connect, with names and addresses. It helps with troubleshooting and planning, and it needs to be updated when the network changes.
Policies and procedures
| Document | What it is |
|---|---|
| Acceptable use policy (AUP) | Rules for how staff may use company systems and data |
| Standard operating procedure (SOP) | Step by step instructions for a routine task, such as setting up a new user |
| New user setup checklist | Steps to create accounts, equipment and access |
| End user termination checklist | Steps to disable accounts, recover devices and remove access when someone leaves |
| Regulatory compliance documents | Records showing that rules from laws or industry standards are followed |
| Incident reports | Written record of a security or safety event |
Splash screens at sign in often display the acceptable use policy so users see the rules before they log in. Password policies set the length and complexity rules for staff.
Support systems information
Keep user and device details current, record licences and contracts, and store documents where the team can find them. Control access to the documents, because they hold sensitive details such as network layouts.
A scenario about records for audits, warranties or finding a device points to asset management. A scenario about handing a case to another technician points to ticket notes.
What to remember for the exam
- A ticket records user, device, problem, category, severity, notes and resolution.
- Severity sets priority, and escalation moves a ticket to a higher level.
- Asset management uses asset tags and keeps inventory, warranty and licence details.
- A knowledge base stores articles on known fixes.
- A topology diagram shows how the network is connected.
- The AUP sets rules for using company systems.
- An SOP gives step by step instructions for a routine task.
- Checklists cover new users and departing users.
- Write clear notes so another technician can follow them.
Common mistakes
Writing vague notes. "Fixed it" gives no help to the next person.
Closing a ticket before the user confirms. The problem may still exist.
Letting records go stale. An outdated diagram or inventory causes errors.
Forgetting the leaver checklist. Accounts that stay active after someone leaves are a security risk.
Check yourself
What does a knowledge base hold?
Articles that describe known problems and their fixes.
Which document explains how staff may use company systems?
The acceptable use policy (AUP).
What does an asset tag identify?
A specific piece of equipment in the asset inventory.
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