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
Acronym for IT operations management, which covers performance, capacity, and availability of IT infrastructure . #ITSM #Infrastructure #Technology #TechnicalSupport
The formal process of one support level or function transferring a service request to another support level to ensure the request remains assigned until resolved. Also called a warm transfer . #TechnicalSupport #CustomerService #SupportOperations
The principle that the individual who receives the initial contact is the individual who is responsible for that customer problem , incident , question, or error until the case is closed, even if the case is forwarded to another individual or group. Also known as “touch and hold” and, in the...
(1) A sequentially assigned tracking unit in service management software. (2) An alternative term for a case . #TechnicalSupport #DesktopSupport #SupportOperations #CustomerService
The process of transferring a call without disconnecting. See also Handshake #SupportCenter #TechnicalSupport #CustomerService #SupportOperations
A series of telephone lines organized in such a way that if the first line is busy, the next line is hunted and so on until a free line is found. For example, Line 1 (555-1000) is first in the hunt group, Line 2 (555-1001) is second, Line 3 (555-1002) is third, and so on. #CustomerService ...
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 temporary solution that reduces or eliminates the impact of an incident for which a permanent resolution is not yet available. Workarounds may be used indefinitely when the cost of a permanent fix outweighs the benefits of a permanent resolution. #ITSM #SupportOperations ...
A measure of the degree to which a service or business process has been effected by an incident or problem (e.g., the impact on the organization in terms of the number of services, users, or potential financial loss). #BusinessAlignment #ITSM #BusinessContinuity #DesktopSupport ...