An IT support professional who responds to incidents escalated from or assigned by the service desk that are related to customer equipment; additional skills, knowledge, tools, or authority are required. DSTs may resolve incidents remotely, at the deskside, or via equipment returns. ...
(1) A sequentially assigned tracking unit in service management software. (2) An alternative term for a case . #TechnicalSupport #DesktopSupport #SupportOperations #CustomerService
The creation of a virtual (rather than actual) version of something, such as an operating system, a storage device, or network resources. Virtualization is a trend across the IT spectrum, including desktop, server, and virtual application environments. #DesktopSupport #Technology ...
The server computing model enabling desktop virtualization, encompassing the hardware and software systems required to support the virtualized environment. Sometimes referred to as a virtual desktop interface. See also Virtualization . #DesktopSupport #Technology #Infrastructure
A cellular phone that is able to perform many of the functions of a computer, typically having a relatively large screen and an operating system capable of running general-purpose applications. Smartphones are usually capable of connecting to WiFi networks, and may have features such as GPS...
A temporary solution that reduces or eliminates the impact of an incident for which a permanent resolution is not yet available. Workarounds may be used indefinitely when the cost of a permanent fix outweighs the benefits of a permanent resolution. #ITSM #SupportOperations ...
A measure of the degree to which a service or business process has been effected by an incident or problem (e.g., the impact on the organization in terms of the number of services, users, or potential financial loss). #BusinessAlignment #ITSM #BusinessContinuity #DesktopSupport ...
The process responsible for the aspects of supporting IT services . Technical support defines the roles of support groups , as well as the tools, processes, and procedures required. #SupportModels #TechnicalSupport #CustomerService #SupportOperations #DesktopSupport
This function is primarily responsible for responding to tickets (incidents, questions, and service requests) from end users that relate to IT hardware, software, and applications used directly by the end users. This function is often also responsible for the management of assets assigned to end...
The capability of remotely uploading software programs or upgrades to customers’ workstations. This technology saves service desk or support center staff members from leaving their stations and making trips to the field. See Automatic Software Distribution . #Infrastructure ...