The analysis of changes in a given item of information over a period of time. #MultichannelSupport #ProcessManagement #Metrics #SupportOperations #WorkforceManagement #ServiceQuality #Staffing #RootCauseAnalysis #ProblemManagement
A call from a user or customer to ask about the status of their incident or request . Generally, these occur when either the customer's expectations have not been properly set, or when the incident or request is taking longer than expected, and this has not been communicated with the user or...
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 international organization that develops standards and is best known for developing OSI, the Open Systems Interconnection reference model. Also known as the International Organization for Standardization, it is a non-governmental organization based in Geneva, Switzerland, with 162 national...
The information that people are looking for but cannot find because they do not know where to look. This type of information is the most expensive for an organization because so much time is wasted trying to find the required information. #KnowledgeCenteredSupport #KnowledgeManagement ...
The strategy and tactics of defining, achieving, and maintaining required levels of IT service to the business user population within the organization. It is designed to optimize and provide cost-effective delivery of IT services that are aligned to business requirements. #SupportOperations...
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 statistical criterion for measuring a successful service. The expression of an aspect of a service in definitive and quantifiable terms, it specifies a term in an SLA and quantifies its associated measure (e.g., the percentage of total calls answered within a specific time, such as “80...
1) A status assigned to a task that determines its precedence for receiving resources. This can be a processing priority in a computer or a support priority queue for emergencies or identifying "important" clients to be handled first. (2) The relative assessment of an activity in relation to...