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A ticketing tool (or ticketing system) is a software platform used by support teams (IT, Customer Service, HR, etc.) to manage, track, and resolve service requests, incidents, and issues efficiently. It acts as a centralized command center for all inbound queries, ensuring that no request is lost and that every issue is handled according to defined processes.

This document provides an overview of IT ticketing systems, including how they track, manage, and prioritize support requests across tools such as ServiceNow, Remedy, Zendesk, Freshdesk, and others. It explains ITIL concepts including incidents, service requests, SLAs, KPIs, and major incident categorization. A detailed priority matrix is included, outlining P1–P5 classifications, response targets, and real-world examples. These notes serve as a practical guide for IT support professionals pre...

This document covers foundational IT concepts relevant to software developers and IT support roles, including Active Directory components, group types, group policies, DC vs ADC, DHCP, DNS, VPN, IPCONFIG, and desktop/server OS differences. It also contains troubleshooting steps, scenario-based questions, and detailed model answers for common IT support interviews. Additionally, it provides guidance on customer handling, problem-solving, career-focused questions, and company-specific interview pr...

This document provides an overview of Microsoft Office 365 administration, including user account management, mailbox creation and deletion, license types, and group types such as distribution lists and security groups. It also outlines key admin portals, including the Office 365 Admin Center, Exchange Admin Center, Azure AD, Intune device management, and security and compliance tools. These notes serve as a concise reference for beginners and IT support staff working with Office 365 environment...

This document provides a clear overview of the core characteristics of cloud computing, including on-demand self-service, broad network access, resource pooling, and measured service. It explains how these features enable scalable, efficient, and cost-transparent cloud environments, supported by virtualization and multi-tenant architectures. The notes offer concise yet detailed explanations suitable for students and professionals studying cloud fundamentals.

This document provides a detailed overview of the complete recruitment and interview process, including preparation steps, CV analysis, recruitment workflow, and rapport-building techniques. It explains effective questioning methods, STAR interview techniques, listening skills, body language, and how to ensure a positive candidate experience. Additional sections cover bias awareness, legal requirements, and best practices for making fair and informed hiring decisions. These notes serve as a stru...

This document provides detailed explanations of core networking concepts, including IP addressing, IPv4 vs IPv6, IP classes, DNS structure and record types, DHCP configuration, and IIS web server functionality. It also covers differences between key protocols, how DNS and DHCP operate within networks, and practical examples such as enabling DHCP and using NSLOOKUP. These class notes offer a clear and structured overview useful for IT support learners and networking foundations courses.

This document provides a comprehensive overview of key Windows CMD commands used in system administration, file management, networking, and troubleshooting. It includes clear explanations of commands across categories such as basics, network operations, file handling, media management, and miscellaneous administrative tools. The content serves as a practical quick-reference guide for IT support professionals and students learning Windows command-line operations.

This document provides a clear overview of key Active Directory concepts, including domains, forests, organizational units, and group types. It also explains essential IT support tasks such as user and group management, password operations, profile handling, and account administration. Additional sections cover NTLM, DNS, FQDNs, LDAP/LDAPS, and security group configuration. These notes serve as a practical and concise reference for anyone preparing for IT support or system administration roles.