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Help
Desk Dictionary on BlueprintAudits.com > U |
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| unavailable
time - Time spent on non-phone related activities when
not logged in and in the available state. |
underpinning
contract - An agreement made with vendors that supports
an organization’s
service level agreements with customers and defines the support requirements
required from the vendor. |
| unified
messaging - A technology that merges communications into
one channel from telephone, e-mail, chat and fax. |
| urgency - The
degree to which an action does not tolerate delay; a measurement
of business criticality. |
| upgrade - A
new version of an existing software product. |
| user
support - Technical assistance provided to the customers
of IT services in the form of installation, setup, basic use, how-to
questions and the
resolution of incidents that impact the customer’s ability
to fully utilize technology. |
| user
training - Training for end users on the use of proprietary
and commercial applications, and the general use of computers and
technology. |
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