A four-tier categorization scheme in used to categorize and/or classify. The acronym stands for subject, type , element , and module . #Reporting #ITSM #Metrics #IncidentManagement #Practices #Analytics #Methodology #TechnicalSupport
An element of success that must happen if an IT service, process, plan, project, or activity is to succeed. #Practices #CSF #Metrics #ITSM #BusinessAlignment #ITIL #SupportOperations
The frontline technical support professionals who receive and handle tickets. These professionals are responsible for providing customers with information, restoring service, providing specific services, and escalating tickets to a higher level of support. They are typically technical...
A notation created in the case management system or software that records the customer’s problem or service request. Each case is typically assigned a number; cases may be created from phone calls, email, chat, autologging , fax, social media, text message, mobile app, walk-up (in person), or...
Any action resulting in a new status or value in baseline or configuration data. #ConfigurationManagement #ChangeManagement #ITSM #Practices #AssetManagement #Processes #ITIL #BestPractice
The international organization that develops standards and is best known for developing OSI, the Open Systems Interconnection reference model. Also known as the International Organization for Standardization, it is a non-governmental organization based in Geneva, Switzerland, with 162 national...
Securing all of the software configuration items and ensuring that only tested and correct versions of authorized software are made available to production. See Definitive Software Library , Direct Software Library , Automatic Software Distribution and Electronic Software Distribution . ...
An acronym to remember that targets in service level agreements , performance reviews and project plans should be Specific, Measurable, Achievable, Relevant, and Time-based. #ServiceLevel #People #Leadership #Practices #PerformanceManagement #ProfessionalDevelopment #SLA
The efficient questioning and logging of information into a database via a keyboard. It is common for some support analysts to take handwritten notes about a problem and then transcribe those notes into the problem tracking system. This process is generally acknowledged to be inefficient, time...
A system capability that enables a supervisor or manager to remotely monitor the activity on analysts' computer terminals. #SupportOperations #QualityAssurance #Practices