A support model in which an incident , problem , request for change, or question moves from Tier 1 ( Level 1 ) support (basic) through the highest or most sophisticated level based on time limits and service level commitments. #SupportModels #SupportCenter #ServiceDesk #Escalation
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 single point of contact (SPOC) between the service provider and its users. A typical service desk manages incidents and service requests and handles communication with the users. #ServiceDesk #ITIL #SupportModels #SPOC #ITSM
ITIL, previously known as IT Infrastructure Library®, is widely used as guidance for IT service management. ITIL and IT Infrastructure Library are registered trade marks of AXELOS, Limited. #ServiceTransition #ServiceSupport #ServiceDelivery #Processes #ITIL #ServiceStrategy ...
A term used to describe the service desk or support center’s role as the customer’s one-stop resource for all support-related issues and requests. #ITSM #ServiceDesk #SupportOperations #SupportChannels #SupportCenter #SupportModels #ITIL
A term used to incorporate the multiple meanings for help desk , service desk , and contact center ; an entity that provides technical support to internal “end user” employees or external customers. #SupportModels #TechnicalSupport #SupportCenter #SupportOperations #CustomerService...
A system that allows callers to route their calls to a known telephone extension number or obtain the desired extension from the system. A touch-tone phone or speech recognition system is required. This feature is typically integrated with an automatic call distribution (ACD) system. ...
A status that means an activity has started but is not yet complete. It is commonly used as a status for incidents , problems , changes , etc. See also Backlog Work in Progress #SupportOperations #CustomerService #ServiceDesk
A computer-based technology that allows callers to choose how their call will be routed based on their responses to a voice prompt. #Automation #ServiceDesk #Technology #SupportChannels #SupportCenter
A common term used to indicate a service desk or support center employee whose primary job responsibility is responding to customer calls. These employees, which HDI calls support center analysts, typically provide first- or second-level support. See Analyst . #People #ServiceDesk ...