Ticketing systems, service level agreements, and change management workflows used in help desk and IT service delivery.
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- What is a ticket in an IT ticketing system?
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A record of a service request or issue submitted by a user that requires attention and resolution by IT staff- What does ITSM stand for?
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IT Service Management- What is an SLA in IT service delivery?
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Service Level Agreement, a contract defining the expected level of service and response times between IT and the user- What does ticket escalation mean?
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Moving a ticket to a higher level of support when the current level cannot resolve the issue- Name three typical ticket status states in a ticketing system
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Open, In Progress, and Closed (or: New, Assigned, Resolved, Closed)- What is ticket prioritization?
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Assigning a priority level (such as Critical, High, Medium, Low) to a ticket based on impact and urgency- What is the first response time in an SLA?
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The target time frame in which IT must acknowledge and begin working on a ticket after it is submitted- What is a resolution time SLA commitment?
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The guaranteed time frame in which IT will fully resolve and close the ticket- What is change management in IT?
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A structured process for planning, implementing, and reviewing changes to IT systems and infrastructure- What is a change request (CR)?
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A formal document submitted to request, plan, and authorize a change to IT systems or services- What is the purpose of a change approval board (CAB)?
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To review, evaluate, and authorize proposed changes before implementation- What is incident management in IT service management?
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The process of responding to and resolving unexpected service disruptions or errors- What is the goal of incident response?
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To minimize the impact on business operations by restoring service to normal as quickly as possible- What is problem management in ITSM?
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The process of identifying and resolving the root causes of incidents to prevent recurrence- What is the difference between an incident and a problem?
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An incident is an unplanned service interruption; a problem is the underlying cause of one or more incidents
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