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...
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...
Support provided through the use of remote control tools. See Remote Control/Access . #RemoteSupport #Technology #Infrastructure #SupportOperations
(1) Assigning a ticket to a technician for deskside support. (2) Passing an incident to a more appropriate resource without any diagnosis or troubleshooting. #DesktopSupport #SupportOperations #RemoteSupport #Staffing #CustomerService #SupportModels #WorkforceManagement
A structured set of questions used by service desk staff to ensure they ask the correct questions and to help them classify, resolve, and assign incidents . Diagnostic scripts may also be made available to users to help them diagnose and resolve their own incidents. #Methodology ...