Audit Information systems & IT Security
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Audit Information systems & and IT Security

Information System audit and IT Security

Definitions and Terminology

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Diagnostic Script


(Service Operation) A structured set of questions used by Service Desk staff to ensure they ask the correct questions, and to help them Classify, Resolve and assign Incidents. Diagnostic Scripts may also be made available to Users to help them diagnose and resolve their own Incidents.

source: ITIL v3, Service Operation, 2007


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