Analogous to First Call Resolution , but inclusive of all contact channels. The incident, problem, or request is resolved to the customer’s satisfaction via the initial contact, and no further action is required. A clear definition is required (for each channel) of what constitutes a...
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 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 process responsible for managing risks that could seriously affect IT services . ITSCM ensures that the IT service provider can always provide the minimum agreed-upon service levels, by reducing the risk to an acceptable level and planning for the recovery of IT services. ITSCM should be...
The agreed-upon time period when a particular IT service should be available. For example, “Monday-Friday, 07:00 to 22:00, except for United States and federal holidays.” Service hours should be defined in an service level agreement (SLA). #SLA #OLA #ITSM #BusinessContinuity ...
Core IT service management processes that have both a strategic and tactical focus. In ITIL ® , these are service level management , capacity management , IT service continuity management , availability management , and financial management for IT services. #ServiceDelivery #ITIL ...
A plan defining the steps required to recover one or more IT services . The plan will also identify the triggers for invocation, the people to involve, the communications to send, etc. The service continuity plan should be part of a business continuity plan. #SLA #SupportOperations #ITSM...
Work performed on behalf of another that delivers value to the customer by enabling them to achieve organizational outcomes, e.g., an IT service . #SelfService #ServiceDelivery #ITIL #ServiceProvider #ServiceCatalog #BusinessAlignment #CustomerService #SLA #ServiceTransition ...
A described set of elements, IT and non-IT, supported by the IT service provider, that fulfills one or more of the customer’s needs, supports the customer’s business objectives, and which the customer perceives as a coherent whole. #OLA #ServiceProvider #SecurityManagement ...
A complete listing of services , applications, processes, hardware, and support groups/people that will be supported by the support center. #ITSM #Marketing #ServiceCatalog #ServiceDelivery #Processes #ServiceSupport #ServiceCatalogManagement #ServiceDesk #ITIL ...