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Abandon Before Answer (ABA)

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The percentage of total calls received where callers hang up or leave the queue before reaching a support team member

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Access Management

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Manage access requests in a manner that meets the business needs. Access management procedures are based on the security and availability policies.

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Aggressiveness

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Demonstrates a disregard for the rights of others.

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Assertiveness

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Demonstrates knowledge of your right and the rights of others.

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Automated Call Distributor (ACD)

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The telephone system used in call centers. Automatically answers, distributes calls and provides real-time/historical reports on these activities.

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Availability

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Percentage of total time the technician is available to take incoming/outgoing calls. Used to measure staff productivity and utilization.

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Average Handle Time (AHT):

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Talk time + after call work; used to develop staffing/ scheduling models.

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Average Speed to Answer (ASA)

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Amount of time that a caller waits in the queue before the call is answered.

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Best Practice

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A way of accomplishing a business function or process that is held to be superior to all other known methods.

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Change

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The addition, modification or elimination of an authorized, planned or supporting service and its related documentation.

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Change Management

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The primary objective is to enable beneficial change with minimum disruption to IT services. It's responsible for controlling the lifecycle of all changes.

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Closed-Ended Questions

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Seeks "yes" "no" or limited responses. Used to validate or obtain specific information and to control a conversation.

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Computer Telephone Integration (CTI)

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Integration of voice with data. Improves customer perception of support center while also improving call handling efficiency and accuracy.

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Confidentiality

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Protects the customer and the company from, abuse of information and ensures legal compliance.

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Configuration Item (CI)

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A component that is part of IT infrastructure and needs to be managed in order to deliver IT services ( hardware, software, and documentation).

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Configuration Management Database (CMDB)

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A database which contains details about the attributes and history of each configuration item (CI)

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Conscious Competence

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The individual know how to do something but it is not second nature.

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Conscious Incompetence

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Individual recognize that they don't understand something

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Continual Service Improvement (CSI)

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"The performance of the IT service provider is continually measured and improvements are made to processes, IT services, and IT infrastructure to increase efficiency, effectiveness, and cost effectiveness"

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Cost per Incident:Lag Indicator

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Measure of the support center's cost-effectiveness - people, overhead and infrastructure.

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Creative Thinking

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Is the ability to think outside the box. It is important because it helps DST identify points of failure and areas of improvement.

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Customer

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Customers buys ($$) goods or services and defines, negotiate the SLA and agree to our service level targets.

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Customer Competency

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Customer's ability to understand and perform a task

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Customer Differentiating

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Understanding that 75% of customer satisfaction consists of meeting the customer's psychological needs and only 25% comes from meeting their business needs.

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Customer Management (Benefits)

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1. Faster incident resolution times, 2.Increased level customer satisfaction, 3. Improve support center productivity, 4. Establish support center credibility, 5. Enhance support center image

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Customer Satisfaction Level (Lag Indicator)

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Key measure of support center effectiveness.

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Deductive Reasoning

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Is a step by step approach to problem solving focusing on the facts. Based on the process of elimination and used when the problem is familiar.

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Drive-by

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Is an incident reported directly to the DST by the customer while the technician is on-site to solve another incident or for other purposes.

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Incident Management: DST responsibilities

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1. Accept incident as required in OLA 2. Restore service within SLA 3. Update records in timely manner 4. Escalate incident if required.

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Service Level Management (SLM): DST responsibility

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1. Identify where service can better meet the business needs 2.Work within the SLM and operational level agreement for resolving incidents and fulfilling request.

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Emotional Hijack

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Preceived threat brought on by a change in brain chemistry that does not allow a person to think rationally - up to 18 minutes after event.

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Emotional Intelligence

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The ability to recognize and manage the emotions you and others are feeling in order to create sincere relationships.

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Empathy

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Identifying and understanding other's situations, feelings, and motives.

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Filter

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Is an internal bias or personal viewpoint that can lead to miscommunication. Based on one's experiences, values, culture, education level, language difference, or geography.

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First Contact Resolution (FCR) (Lead Indicator)

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The percentage at which an initial contact is resolved to the customer's satisfaction. Used to measure technician knowledge level and complexity of incidents.

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Framework

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Basic conceptual stucture used to solve or address complex issues.

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Functional Escalation

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Moving an incident laterally to a specialist more appropriate to the incident.

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Hierarchical Escalation

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Moving incident upwards to a higher authority.

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Organizational Policies

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Protect company from legal action while providing a framework for support center to deliver consistent service.

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Incident

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An event that may cause, an interruption or reduction in service.

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Incident Management

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The primary purpose is to restore service as quickly as possible and minimize the impact on business. To prevent the recurrence of event.

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Incident Management benefits

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1. Minimizing impact to business, 2. Minimizing downtime for users, 3. Identifying training requirements for staff and users.

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Incidents by Priority, Severity, and Type

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Used to determine whether issues are being handled in accordance with priority levels and escalation policies. Enables an assessment of trends and the identification of root causes.

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Incidents Handled and Closed per DST (Lead Indicator)

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Number or incidents handled and closed by DST per day, week, month

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Inductive Reasoning

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Based on intuition and is appropriate when the problem is unfamiliar (trial and error).

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Information Technology Service Management (ITSM)

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A set of specialized capabilities for delivering value to customers in the form of services (uses ITIL as its framework).

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Integrated Systems (IS)

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It's purpose is to reduce time, errors and to enable processes. It also increase efficiency and accuracy of information.

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ITIL

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A framework for achieving IT service management through a set of best practice.

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Knowledge Article

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A problem/solution document that is reusable and contains the customers experience.

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Knowledge Management

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Managing an organization's knowledge as a resource. Also to improve the efficiency and effectiveness of other services through the capture, structure, reuse, and improvement of knowledge articles.

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Knowledge-Centered Support (KCS)

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A principle-base methodology that seeks to improve knowledge in the support delivery process and is based on process, not technology.

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Known Error

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An incident or problem for which the root cause is known and a temporary workaround or a permanent alternative has been identified.

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Lag Indicator

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Follows an event.

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Lead Indicator

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Useful in predicting the future events (i.e, hours spent working with customers, average handle time, etc.).

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Managing customer's Hijack (phone/face-to-face)

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DST needs to understand that the customer is frustrated and may take that frustration out on them. To calm the customer the DST should create an environment of help by using words like "we" and "us".

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Mean time to Resolve (MTTR) (Lead Indicator)

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The average time taken to repair a CI or IT service after a failure. Used to determine the time frame in which particular incidents are resolved. MTTR does not include the time required to recover or restore.

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Mission of DST

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Provide technical support, resolve incidents and fulfill service requests.

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Mission Statement

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A written summary that identifies an organization's purpose and reason for being.

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Monitoring Programs

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The process of listening to a telephone calls for the purpose of maintaining quality and is the only way to understand the entire customer interaction. Monitoring can be: silent, side-by-side or record and review

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Open-ended Questions

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Invites elaboration and is intended to draw out information.

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Operational Level Agreement (OLA)

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An agreement between the internal support groups of an organizations describing the responsibiities of each group in supporting SLA.

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Passiveness

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Demonstrates respect only for other's rights.

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Policy

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Used to direct decisions and define what is or is not permitted within an organization. Policies also establishes expectations and limitations related to behavior.

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Priority Levels

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Based on:1. Impact - the extent of deviationfrom the normal service levels 2. Urgency - the acceptable delay to user or business process in resolving the incident.

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Problem

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Unknown cause of one or more incidents

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Problem Management

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The process of minimizing the adverse impact of incidents and problems on the business.

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Problem Management Process metrics a DST needs to know

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1. Number of incidents linked to problem, 2. Number of times workaround or fixes are used.

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Procedure

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A documented set of steps required to produce a desired result.

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Organizational Policies

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Provide clear boundaries from which to work. Set customer expectations and defines unacceptable employee behavior.

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Quality Assurance

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Systematic way of ensuring all activities meet the requirements of the business and customer takes place as planned.

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Release Management

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Ensure that the live environment is protected and that the correct components are released.

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Repeat Dispatch per DST: Lead Indicator

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The number of visits made after an initial incident was closed. Used to determine whether incidents were handled properly on the initial visit.

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Request Fulfillment

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Prioritize requests based on business goals, reducing downtime and cost via efficient. (The type of work that isn't an incident).

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Request Fulfillment metrics (DST)

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1. Average time to resolve, 2. Customer satisfaction, 3. Desktop support performance to assigned service level targets.

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Response Time (Lead Indicator)

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How long it takes a technician to respond to a customer's incident or service request. Use to determine how quickly incidents are being recognized and responded to by DST.

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Root Cause Analysis

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Solving problems in a structured and organized manner to identify the underlying cause. Is critical to building an effective knowledge base, and solving a problem once instead of many times.

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Screen-pop

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The capability of an ACD system to communicate with a database through CTI sofware so that information the caller appears on the analyt's screen as the same moment the caller is connected to that analyst.

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Security Management

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Protect information assets against threats and ensure confidentiality, integrity and availability of the information assets

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Self-Healing Technology

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A tool that automatically diagnoses software application problems and attempts to fix those problems and restore a system to a functioning state automatically, without human intervention.

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Self-Service

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A web interface or logging system that allows customers to create tickets directly in service management software and resolve their incidents without the assistance of a support professional.

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Service Asset and Configuration Management

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Is responsibe for protecting and ensuring the integrity of the information about the assets and configuration within the organization.

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Service Catalog

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Defines the scope of what is supported and not supported within the organization. Customers use the service catalog to understand what IT services are available.

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Service Design (ITIL)

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Designs new and changed services to meet business needs

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Service Desk

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Service desk are a functional unit with specialized resources and capabilities. The single point of contact (SPOC) between the service provider and its users. Sometime refer to as support center.

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Service level Agreement (SLA)

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A formal agreement between the customer(s) and the IT service provider, specifying service levels and the terms under which a service or a package of services are provided to the customer.

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Service Level Management (SLM)

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The strategy of defining and maintaining required levels of IT services within the organization. Provide cost-effective delivery of IT services that are aligned to business requirements.

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Service Level Management (SLM) benefits

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1. Improve communication via collaborative business-centric focus, 2. Manage customer expectations, 3. Identify areas for improvement, 4. Ensure organization is capable of meeting defined service levels.

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Service Management Systems

answer

1. Incident and service request tracking, 2. Problem tracking, 3. Change Tracking, & 4. Configuration / Asset Management Systems

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Service Operation (ITIL)

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Delivers and supports services in operation

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Service Request

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A request from a user for information, standard change or access to an IT service.

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Service Strategy (ITIL)

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Provides policy and Guidance

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Service Transition (ITIL)

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Builds, tests, and prepares services for transition to live operations.

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Sources of IT best practices (framework models)

answer

1. HDI, 2. ITIL, 3. KCS (Knowledge-Centered Support)

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Standard Operating Procedures (SOP)

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How-To for day-to-day operation of the Support Center. The manual contains policies, procedures, call escalation charts, contact lists, supported environments, and service level agreements.

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Stress

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A reaction to change (positive or negative).

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The purpose of Best Practice in the service management environment.

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To achieve better business results by utilizing proven industry practices.

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The Support Center and Desktop Support is typically responsible for the following processes.

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1. Incident Management, 2. Request Fulfillment, 3. Access Management, 4. Knowledge Management

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The three major components of Emotional Intelligence are:

answer

1. Self-awareness, 2. Emotional Managements of self and others, 3. Emotinal Connection (S.E.E)

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Unconscious Competence

answer

The individual know how to do something and its second nature.

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Unconscious Incompetence

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This individual is unaware that they neither understand or knows how to do something.

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Underpinning Contact (UC)

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Legal contract with third parties who will provide support to the organization. It defines the roles, responsibilities, and expectations between those parties to ensure alignment to the SLA.

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User

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The person who uses the IT services on a day-to-day basis.

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Warm Transfer

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When transferring a call, verify that the receiving party is available and connect the customer via a three-way.

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Why documenting processeses/procedures are important

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1. Helps ensure consistent service, 2. Encourage adherence to policies and procedures, 3. Enables continuous improvement over time

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Why escalate incident/service request

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1. You have exhausted your resources, 2. Impact to customer's business is high/critical, 3. SLA dictates an escalation

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Why is Emotional Intelligence important to the role of the desktop support technician?

answer

Emotional Intelligence is important because it helps the DST understand a customer's emotional as well as business need.

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Why Log all incidents or service requests

answer

1. Creates an audit trail, 2. Provides trending information, 3. Provides reusable content for KB, 4. Provides data for root cause analysis

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Services

answer

Means of delivering value to customers without requiring the customer to own specific costs and risks.

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Service Management

answer

A set of specialized capabilities for delivering value to customers in the form of services. ITIL is a framework for IT Service Management.

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Customer Management

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Encompasses all the systems, processes and applications needed to manage the customer relationship.

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