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
KTLO is an acronym used for "keeping the lights on" or time spent just to keep operations running in the status quo; not making progress. #Analytics #ServiceSupport #IncidentManagement
1) The process of listening to analysts’ telephone calls for the purpose of maintaining quality. Monitoring can be (a) silent, where analysts do not know when they are being monitored; (b) side-by-side, where the person monitoring sits next to the analyst and observes calls or; (c) record and...
The ACD capability to route and track transactions by type of call or application (e.g., sales, service, etc.) versus the traditional method of routing and tracking by trunk group and agent group . #WorkforceManagement #Reporting #SupportOperations #Analytics #SupportChannels ...
A category used to distinguish incoming requests to a service desk. Some common call types are incident , service request , and complaint. See also Service type #ServiceDesk #Reporting #Analytics #Metrics #SupportCenter #SupportOperations
The process responsible for ensuring that the capacity of IT services and the IT infrastructure is able to deliver on agreed-upon service level targets in a cost effective and timely manner. Capacity management considers all of the resources required to deliver the IT service and plans for short...
Real-time analysis of alerts generated by monitoring hardware and applications. #SecurityManagement #Monitoring #Analytics
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...
The initial steps of risk management ; involves analyzing the value of assets to the business, identifying threats to those assets, and evaluating how vulnerable each asset is to those threats. #ITSM #ReleaseManagement #SecurityManagement #RiskManagement #BusinessContinuity ...
Adjusting staffing and thresholds in the systems and network in response to current queue conditions. #SupportOperations #Analytics #Staffing #Monitoring #WorkforceManagement