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Help
Desk Dictionary on BlueprintAudits.com > S |
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| scalability - The
ability to expand to meet future needs. |
| scheduling - A
system used to schedule resources over a period of required support
hours to most efficiently place resources to meet customer need. |
| script - A
structured set of questions used by an analyst to enable the faster
identification and resolution of an incident. |
| second-level
support - A group of analysts that provide technical support
or solutions to customer incidents after first level has attempted
resolution and
has determined a higher level of knowledge or expertise is required. |
| security - The
ability to ensure that services are used in an appropriate way by
only those users who are authorized to use the services. |
| self
healing - A system that diagnosis incidents at the desktop,
determines the appropriate solution and corrects the problem without
user interaction. |
| self-service - The
process of a customer using knowledge base or support tools to attempt
troubleshooting their own incidents, or answer their own
questions. |
| service
bureau - A company that provides inbound and outbound
calls for another organization. |
| service
catalog - A document that provides an overview of the
services provided by the IT organization to the business. |
| service
desk - A single point of contact to provide advice, guidance
and technical resolution to ensure the rapid restoration of normal
services; a
global focus that ensures business process integration into the support
organization. |
| service
improvement plan - A plan to improve the quality of services
based upon the service level management process of reporting, review
and improvement. |
service
level agreement -
A contract or document that outlines the service level commitments
between the IT organzation and the customer. |
| service
level management - The process of managing customer expectations
through establishing, negotiating and managing to a service level
agreement. |
| service
level objective - A document that defines the service requirements
and goals of the business. |
| service
level requirement - A document that identifies customer
requirements for an IT service. |
| service
provider - An organization that provides services or products
to customers, either internally or externally. |
| service
quality - A measure of how quickly callers reach an analyst. |
| service
request - Incidents that are not related to failures in
the IT Infrastructure. |
| severity - A
categorization of an incident based upon the impact of the incident
and the availability of a workaround. |
| single
point of contact - A help desk that provides one contact
number to customers for support and service to ensure that all requests
are logged and part of the
closed-loop process. |
| single
point of failure - A service or system that has no defined
backup and can cause significant business disruption. |
| skills-based
routing - An ACD feature which routes a call based upon
the requirements of the call and the skills of the analysts ensuring
that the call is transferred
to the most qualified analyst. |
| soft
skills - Non-technical skills such as writing, listening,
verbal and customer service. |
| staff
development - A management process that evaluates help
desk staff skills and provides the resources and means to further
develop
those skills based upon
organizational need. |
| staffing
level - The current number of resources utilized to support
customers. |
| staffing
model - A tool used to predict the number of required
resources by level based upon availability, hours of operation,
workload
and required service
levels. |
| strategic - Related
to a carefully devised plan of action to achieve an overall goal
of an organization. |
| support - Services
that enable users to use computer systems as efficiently as possible. |
| support
channel - A method of communication from the customer
to the support organization such as telephone, e-mail, Web, chat
or
FAX. |
| support
processes - The processes used to manage a help desk including
call handling, call logging, incident management, incident dispatch,
incident escalation
and call closure. |
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