Given ITIL’s ability to integrate with other forms of complementary best practice guidance, it makes sense to complement ITIL with a proven, well-established standard of best practices for support centers. That complementary guidance is the HDI Support Center Standard. Attend this webinar to...
06-08-2016 | 11:00 - 12:00 MT
Previously referred to as support supervisor . The technical support professionals who oversee the day-to-day activities of a team of support staff. These professionals serve as the communication link between the team and the manager, as a coach or mentor to support staff, and are often the...
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. These individuals are typically...
The management professionals who manage a team of support center analysts and/or team leads while executing the operational and tactical plans of the support center and satisfying customer and business needs. Their responsibilities may include recruiting and hiring, performance management,...
A mandatory requirement. Examples include ISO/IEC 20000 , an internal security standard for UNIX configuration, or a government standard for the maintenance of financial records. The term is also used to refer to a code of practice or specification published by a standards organization, such...
Certified Information Systems Auditor qualification offered by ISACA. #CertificationStandard #Certification
A measure of performance, efficiency, effectiveness or quality, usually based on statistical, historical, or operational data. Metrics are used as a basis for rewards and/or recognition, improving performance, communicating value (alignment to business goals), and measuring continuous...