Study 1 Foundations of IT Operations with 12 free online flashcards. Review key terms, definitions, and concepts with this interactive flashcard deck.
What is the purpose of IT operations?
IT operations keeps an organization’s technology services available, secure, and usable through user support, service monitoring, access and asset management, controlled changes, and continual improvement.
What does the principle of least privilege require?
Least privilege means giving users and support staff only the access needed to perform their assigned work.
How does change control reduce risk?
Change control makes modifications more repeatable and helps manage their risk through assessment, documentation, required approval, planned implementation, and outcome checks.
What two factors should guide support prioritization?
Prioritize work by considering both urgency and impact, while focusing on the user’s actual need.
What is the requester’s role in a support workflow?
The requester describes the need or disruption and provides relevant details.
What are the service desk’s typical responsibilities?
The service desk records and classifies incoming work, handles routine cases, communicates progress, and escalates when necessary.
What belongs in a service record, and what must never be included?
A service record should capture the affected service or asset, user description, timing and impact, troubleshooting, approvals, status updates, and resolution. Never include passwords or authentication secrets.
How does an incident differ from a service request?
An incident is an unplanned interruption or reduction in service. A service request is a routine user-initiated request, such as asking for approved access.
What does problem management investigate?
A problem is an underlying or potential cause of one or more incidents. Problem management investigates patterns to reduce recurrence.
When should support escalate, and what should the handoff include?
Escalate when specialist expertise, access, or approval is needed. Send the service record and findings to the correct team rather than simply redirecting the user.
What should happen before a support case is closed?
Before closing, confirm that service is restored or the request is fulfilled, record what was done, and explain any next steps.
What are key controls for a planned change?
A planned change should have its purpose and risks described, impacts and dependencies assessed, required authorization obtained, implementation and recovery planned, and outcome verified.