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?
- 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?
- IT Service Management
- What is an SLA in IT service delivery?
- Service Level Agreement, a contract defining the expected level of service and response times between IT and the user
- What does ticket escalation mean?
- 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
- Open, In Progress, and Closed (or: New, Assigned, Resolved, Closed)
- What is ticket prioritization?
- 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?
- 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?
- The guaranteed time frame in which IT will fully resolve and close the ticket
- What is change management in IT?
- A structured process for planning, implementing, and reviewing changes to IT systems and infrastructure
- What is a change request (CR)?
- 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)?
- To review, evaluate, and authorize proposed changes before implementation
- What is incident management in IT service management?
- The process of responding to and resolving unexpected service disruptions or errors
- What is the goal of incident response?
- To minimize the impact on business operations by restoring service to normal as quickly as possible
- What is problem management in ITSM?
- The process of identifying and resolving the root causes of incidents to prevent recurrence
- What is the difference between an incident and a problem?
- An incident is an unplanned service interruption; a problem is the underlying cause of one or more incidents