ITAM
What does the university require for assets with a cost of $5000 or more?
What is a fixed asset tag?
Incidents are the unplanned __________ of a service.
What is an interruption or degradation?
A knowledge base needs to be easily ____ in order for customers to find the information they need quickly.
What is searchable/accessible?
Which change model is always planned, assessed, and authorized before implementation?
What is normal?
Name one ITAM objective.
What is:
Who has it?
Where it is?
What is the status of it?
What is cost of it?
A temporary fix that does not address the root cause of an incident is called __________.
What is a workaround?
The _____ _____of knowledge management is to ensure that the right people have the right information at the right time.
What is the primary goal/objective?
Which change model is implemented as soon as possible to restore service, resolve a major incident, or resolve an outage?
What is emergency?
This type of risk is mitigated when assets are properly decommissioned.
What is data security risk?
What is the name for an incident that inherits field values and comments from a parent?
What is a child?
Two benefits of an effective Knowledge management practice are call deflection and increased _____ _____ resolution.
What is first call?
Which assessment is important to avoid outages and new incidents before implementing a change?
What is a risk assessment/evaluation?
What phase of the asset lifecycle are assets retired, recycled, or disposed of.
What is end-of-life?
What is the name for the agreed-upon time to resolve an incident?
What is an SLA? (service level agreement)
Knowledge management is more than creating knowledge articles in a knowledge base, it also includes creating an organizational _________ of knowledge
What is culture?
Which low-risk, pre-authorized changes are often initiated as a service request, or can be an operational change?
What is a standard change?
The financial method used to account for the decreasing value of assets?
What is depreciation?
How many steps are in the incident management process?
What is five?
Identification, Logging, Categorization, Prioritization, Response
Moving information/knowledge closer to the source and those who need it is most is referred to as a ______ ______ approach.
What is shift left?
What are two different Change authorities in Rutgers IT?
What is the local change authority and the Change Advisory Board (CAB)?