ITAM
What are IT Assets?
Laptop, Desktop, Server, network device, IoT
An incident is defined as the ______ of a service
Interruption/degradation
A knowledge base needs to be easily ____ in order for customers to find the information they need quickly.
searchable (accessible would be an acceptable answer also)
Which change model is always planned, assessed, and authorized before implementation?
Normal
Name one ITAM objective?
•Who has it?
•Where it is?
•What is the status of it?
•What is cost of it?
The ITAM process that ensures assets are tracked, deployed, and maintained throughout their entire lifespan.
A temporary ‘fix’ to an incident is called?
Workaround?
The _____ _____of knowledge management is to ensure that the right people have the right information at the right time.
primary goal (or version of that)
In formal Change Enablement practice, which change is implemented as soon as possible to restore service, resolve a major incident, or resolve an outage?
Emergency
What is IT Asset Disposition?
This process involves the secure and environmentally responsible destruction or disposition of outdated IT hardware.
or To protect intellectual property and ensure software compliance.
What type of incident is related to a primary incident?
Child
Two benefits of an effective Knowledge management practice are call deflection and increased _____ _____ resolution.
First Call
Which assessment before change implementation is important to avoid outages and new incidents?
Risk assessment or Risk evaluation
What is asset lifecycle management?
The ITAM process that ensures assets are tracked, deployed, and maintained throughout their entire lifespan.
What is the name of the agreed-upon time to fix an incident?
Service Level Agreement (SLA)
Knowledge management is more than creating knowledge articles in a knowledge base, it also includes creating a _________ of knowledge
Culture
Which low-risk pre-authorize change is often initiated as a service request, and or can be an operational change?
Standard Change
Difference between an Asset and a CI.
An asset has financial value and depreciation, while a CI focuses on operational tracking and relationships.
How many steps are in the incident management process? Name one
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.
Shift left.
What are two different Change authorities in Rutgers IT?
Local Change Authority & Enterprise Change Authority Board (ECAB)