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
An element of success that must happen if an IT service, process, plan, project, or activity is to succeed. #Practices #CSF #Metrics #ITSM #BusinessAlignment #ITIL #SupportOperations
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 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. They are typically technical...
Any action resulting in a new status or value in baseline or configuration data. #ConfigurationManagement #ChangeManagement #ITSM #Practices #AssetManagement #Processes #ITIL #BestPractice
Securing all of the software configuration items and ensuring that only tested and correct versions of authorized software are made available to production. See Definitive Software Library , Direct Software Library , Automatic Software Distribution and Electronic Software Distribution . ...
The international organization that develops standards and is best known for developing OSI, the Open Systems Interconnection reference model. Also known as the International Organization for Standardization, it is a non-governmental organization based in Geneva, Switzerland, with 162 national...
An acronym to remember that targets in service level agreements , performance reviews and project plans should be Specific, Measurable, Achievable, Relevant, and Time-based. #ServiceLevel #People #Leadership #Practices #PerformanceManagement #ProfessionalDevelopment #SLA
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...
A system capability that enables a supervisor or manager to remotely monitor the activity on analysts' computer terminals. #SupportOperations #QualityAssurance #Practices