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
The average time taken to repair a CI or IT service after a failure. MTTR is measured from when the CI or IT service fails until it is repaired. MTTR does not include the time required to recover or restore. MTTR is sometimes incorrectly used in place of Mean Time to Restore Service. ...
The highest category of impact and urgency for an incident ; a major incident results in significant disruption to the business. #ITSM #ITIL #ProblemManagement #IncidentManagement
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...
The concept that the service desk or support center is responsible for ensuring that an incident is resolved within the terms of the SLA and/or escalated as appropriately. Also known as cradle-to-grave support. #SupportModels #SupportOperations #IncidentManagement
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 ...
Cases that remain open or pending. This may be for various reasons, such as waiting for a spare part, but will also include cases the support center professional is currently researching. #SupportOperations #Metrics #IncidentManagement
The process responsible for managing the lifecycle of all problems . Problem management proactively prevents incidents from happening and minimizes the impact of incidents that cannot be prevented. #ServiceLevel #ITSM #IncidentManagement #ITIL #ProblemManagement ...