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Help
Desk Dictionary on BlueprintAudits.com > I |
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idle
state - An ACD state that occurs when a routed call to an analyst is not picked up within a specified number of rings. |
| impact - A measurement of the business criticality of an incident; the extent
to which business is disrupted. |
| inbound
call - A call received by the help desk. |
| incident - An event that deviates from the standard operation of a system
that results in an interruption or reduction in the quality typically
reported by the customer to the help desk. |
incident
management - The process of managing an incident and restoring the
customer to service as quickly as possible.incident management
The process of managing an incident and restoring the customer to service
as quickly as possible. |
| incident
management system - A technology used to capture details about customer
issues, manage the incidents from logging to closure and also provide
reporting
capabilities to track the performance of the IT organization. |
| individual
performance goals - Measurable objectives for analysts to monitor
their individual performance against target service levels. |
| information
technology - The use of technology to process and distribute information
in digital and other forms. |
| infrastructure - All the components deployed in the delivery of IT services to users. |
| inquiry - A call where the customer requests information from the support
organization. |
| installations,
moves, adds and changes - Support requests that require the installation,
moving, modifications
or changes to equipment or systems. |
| interactive
voice response - A telephone system that provides callers with
options that the caller can select by utilizing the numbers on a
touch-tone phone. |
| IT
service - A combination of hardware, software, data, communication,
procedures, documentation and people that provide a service to the
customer in
support of business objectives. |
| IT
service management - The principles and practices of designing,
delivering and maintaining IT services. |
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