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 quantified, specific statement identifying what a service desk or support center will accomplish over a period of time, such as “reduce total cost of support by 15 percent during Q3” or “decrease customer downtime by twenty-five hours per quarter during Q4.” (2) The defined purpose or aim...
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...
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
A not-for-profit membership association for the project management profession that advances the project management profession through globally recognized standards and certifications, collaborative communities, an extensive research program, and professional development opportunities. ...
An activity responsible for creating one or more plans. #BestPractice #ProcessImprovement #BusinessContinuityPlan #ProfessionalDevelopment #MaturityModels #ITSM #BusinessAlignment
A widely recognized certification for project management issued by PMI . #ProjectManagement #ProfessionalDevelopment
A term used in the training and development field that describes the process that a trainer or instructional designer uses to determine what a group of learners needs in a training program or a class. Also, the process of discovering the needs a particular service should meet. ...
A type of training in which experienced analysts or technicians guide and teach novices. #ProfessionalDevelopment #EmployeeEngagement #Motivation #People #EmployeeSatisfaction
An experienced analyst or technician who is assigned to guide and teach novice agents through a combination of knowledge and experience sharing. #People #EmployeeSatisfaction #Culture #Coaching #ProfessionalDevelopment #EmployeeEngagement