The analysis of changes in a given item of information over a period of time. #MultichannelSupport #ProcessManagement #Metrics #SupportOperations #WorkforceManagement #ServiceQuality #Staffing #RootCauseAnalysis #ProblemManagement
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 analysis performed to eliminate problems reported to a support center. Once you understand the symptoms of the problems reported and the underlying root cause of the problem, a final fix can be put in place that eliminates the problem from the infrastructure, application, or business...
The cause of an incident or problem to which you can apply a fix to resolve or prevent recurrence. #DesktopSupport #RootCauseAnalysis #ITSM #ProblemManagement
The actions leading to the acknowledgement of an error, localization of the malfunction, and establishment of the cause. #Processes #Practices #RootCauseAnalysis #ITSM #ProblemManagement
The process of identifying the cause of a problem in order to resolve the problem. Also called problem isolation, problem solving, and troubleshooting. #ITIL #ITSM #ProblemManagement #Analytics #Practices #TechnicalSupport #RootCauseAnalysis
Part of the problem management process. The process of identifying the underlying causes of incidents to prevent future recurrence. #ContinualServiceImprovement #ProblemManagement #ITSM #BusinessContinuity #ITIL #RootCauseAnalysis #Processes
Taking action to reduce or prevent problems, questions, or disruptions from occurring. #ProblemManagement #IncidentManagement #RootCauseAnalysis #BusinessAlignment #Monitoring #MaturityModels #ServiceDelivery #QualityAssurance #Analytics #Practices #SupportOperations ...
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 ...
Short for malicious software. Consists of programming (code, scripts, active content, and other software) designed to disrupt or deny operation, gather information that leads to loss of privacy or exploitation, gain unauthorized access to system resources, and other abusive behavior. The...