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Help
Desk Dictionary on BlueprintAudits.com > P |
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| pareto
analysis - A formal technique that assists in determining the changes
that will yield the greatest benefits that is based upon the generally
accepted
concept that 80% of outputs of a process are generated by only 20%
of the inputs. |
| password
reset - The process that changes an end user’s password
when the end user has forgotten their password or when they are
locked out of a
system due to security measures. |
| peer-to-peer
support - The practice when a customer experiences a problem
and seeks assistance from a co-worker or super user to resolve
the issue instead of calling
the help desk. |
| percent
answered - The percentage of offered calls that are answered
within the specified number of seconds. |
| percent
of requests resolved - The number of service requests
resolved at a specific support level expressed as a percentage
of total
requests received. |
| performance
metrics - Measurements of individual or team help desk
performance used to manage the help desk and ensure a high quality
of service
to customers. |
| phone
etiquette - Creating a good impression with a customer
over the telephone by utilizing techniques such as smiling, paying
attention
and being courteous. |
| point
of contact - An individual associated with a particular entity
that is the primary person to contact for issues or questions about
the entity they manage. |
| policy
and procedure manual - All end-user and employee policies
and help desk work procedures in one manual used for reference
and training. |
| position
description - A detailed account of a specific function
including roles, responsibilities and key performance indicators. |
| potential
available time - The amount of time an analyst is available
on an annual basis excluding holidays, vacation, sick time, training,
projects and administrative
duties. |
| priority - The
assessed criticality of an incident or problem based upon the organizational
impact and the urgency for the restoration of service. |
private
branch exchange - Computerized telephone system that
routes calls from outside an organization to inside the organization. |
| proactive - The
action of preventing an incident or reducing the impact of an incident
by performing ongoing maintenance and monitoring of systems, and
reviewing management reports for trends and potential issues with
configuration items. |
| problem - An
event that disrupts services in the IT Infrastructure that has been
identified as the error associated with an incident or group of incidents
for which the underlying cause has not yet been identified. |
| problem
management - The process of detection and the elimination
of errors in the IT infrastructure. |
| problem
resolution - The action that removes, circumvents (workaround)
or prevents the error and corrects the root cause of the service
disruption. |
procedure
A step-by-step set of instructions that provides the details of how
to perform the tasks in a process. |
| process - A
series of actions or steps that take a set of inputs and produce
a set of outputs designed to achieve an established goal or objective. |
| process
redesign - A method used to modify an existing process
to achieve a more efficient process. |
| products
and services provided - A precise list of the products
that are supported and the services that are provided by the help
desk. |
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