220-1102 - Operational Procedures - Section 4.1

Implement best practices associated with documentation and support systems information management.

Maintain the documentation a help desk relies on - ticketing systems that capture user and device information, problem descriptions, categories, severity, and escalation levels. Manage asset and inventory records (inventory lists, database systems, asset tags and IDs, procurement life cycle, warranty and licensing) and the document types a support team uses, including acceptable use policies, network topology diagrams, regulatory compliance requirements, standard operating procedures, and knowledge base articles.

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