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Help
Desk Dictionary on BlueprintAudits.com > R |
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random
call arrival - The random variation of arrival of incoming
calls. |
| reactive
help desk - A help desk that reacts to events that occur
instead of proactively working to trend and eliminate issues; fire
fighting. |
| reader
board - A display positioned in a common area within the
help desk used to provide a visual indication of the current workload
including the
number of calls in queue, available analysts, critical outages, etc. |
| real-time - Computer
systems that update information at the same rate as it is received,
enabling direct or control of a process; common examples
include video or audio conferencing. |
| received
calls - An incoming call detected and received by a trunk. |
| recovery - When
an incident is fixed and the service restored but the root cause
has not been resolved. |
| recovery
time - The time span between the reporting of an incident
and the recovery from the incident. |
| redundancy - The
characteristic of building a system to eliminate single points of
failure. |
| reliability - The
characteristic of a configuration item that is free from operational
failure. |
| remote
connectivity - The ability to connect to files, devices,
and other resources that are not connected directly to your workstation. |
| reopen
rate - The percentage of closed incidents that had to
be reopened for additional troubleshooting or resolution actions
over
a specific period of time. |
| reporting - The
process of discovery and analysis of data in order to understand
the current state or trends of an environment. |
| request - When
a customer asks for a particular service or product. |
| request
for change - A request for a change to a configuration item
in the IT Infrastructure. |
| resolution - A
permanent solution or workaround to an incident. |
| resolution
rate - The percentage of incidents resolved compared to
the total number of incidents for a particular analyst over a specified
timeframe. |
| response
time - The length of time it takes for a technical support
partner to respond to an incident that has been dispatched for
a higher level of technical
expertise. |
| responsiveness - A
comparative measurement of the time it takes IT staff to respond
to a customer request. |
| restoration - The
process of returning a service to operation. |
| risk
analysis - The process of understanding the vulnerabilities
of a process, product or service. |
| root
cause analysis - A process to determine the root cause
of a problem through troubleshooting, research and analysis. |
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