A "command center" for the monitoring and management of large networks. Also, a networked call center environment where people and equipment monitor real-time conditions across sites, change routing thresholds as necessary, and coordinate events that affect base staffing levels. Also called a...
Standalone systems or components of IT service management software which allow support teams and/or administrators to remotely view and/or reconfigure computers or other configuration items on a network. RMM can be used to deploy security patches, update software, and monitor software licensing...
Real-time analysis of alerts generated by monitoring hardware and applications. #SecurityManagement #Monitoring #Analytics
A statistical criterion for measuring a successful service. The expression of an aspect of a service in definitive and quantifiable terms, it specifies a term in an SLA and quantifies its associated measure (e.g., the percentage of total calls answered within a specific time, such as “80...
Adjusting staffing and thresholds in the systems and network in response to current queue conditions. #SupportOperations #Analytics #Staffing #Monitoring #WorkforceManagement
Information on current conditions that is presented without delay. Some real-time information is real-time in the strictest sense (e.g., calls in queue and current longest wait). Some real-time reports require some history (e.g., the last six calls or ten minutes) to make an accurate...
The process responsible for ensuring that the quality of a product, service, or process will provide its intended value. A systematic way of ensuring that all the activities necessary to design, develop, and implement services that satisfy the requirements of the organization and of customers...
Taking action to reduce or prevent problems, questions, or disruptions from occurring. #ProblemManagement #IncidentManagement #RootCauseAnalysis #BusinessAlignment #Monitoring #MaturityModels #ServiceDelivery #QualityAssurance #Analytics #Practices #SupportOperations ...
Managing the physical and logical accessibility of your network resources. Physical includes safeguarding the actual equipment; logical includes controlling access to network resources. #SecurityManagement #Monitoring #Infrastructure
The practice of listening in on live calls, primarily as an aid in training novice service desk or support center analysts and ensuring consistent customer service. #SupportOperations #ResearchBrief #ServiceQuality #Monitoring #Practices #QualityAssurance