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
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. ...
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...
The ACD capability to route and track transactions by type of call or application (e.g., sales, service, etc.) versus the traditional method of routing and tracking by trunk group and agent group . #WorkforceManagement #Reporting #SupportOperations #Analytics #SupportChannels ...
A category used to distinguish incoming requests to a service desk. Some common call types are incident , service request , and complaint. See also Service type #ServiceDesk #Reporting #Analytics #Metrics #SupportCenter #SupportOperations
The representation of a physical system by a set of mathematical relationships that predict the system’s response to various alternative inputs. #Reporting #Methodology #Analytics #SupportModels
A metric used for measuring and reporting reliability; MTBSI is the mean time from when a system or IT service fails until it next fails, or the sum of MTBF and MTTR . #Infrastructure #IncidentManagement #ITIL #Metrics #Reporting #ITSM #Analytics #ProblemManagement ...
A metric for measuring and reporting reliability. MTBF is the average time that a CI or IT service can perform its agreed-upon function without interruption. This is measured from when the CI or IT service starts working until it next fails. #ITSM #ServiceLevel #BusinessContinuity ...
A collection of stored data that is structured to allow queries and reporting. Typical data structures are either flat or relational. #AssetManagement #BusinessIntelligence #Dashboard #ContentManagement #Reporting #Analytics #ConfigurationManagement
A quantitative research method in which a study is conducted into the effects that an error may have on the other parts of the configuration and the subsequent consequences for the service level , taking into account the risks of such an error occurring, as well as the severity of the error. ...