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 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...
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
(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 contact method for assisted service where the customer is able to create, through a web-based application, an incident or service request that is then addressed by the support center . #CustomerService #SupportOperations #SupportChannels #Technology #MultichannelSupport ...
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 ...