A database or paper file used to store and retain records relating to closed incidents.
archive
100
An incident management step in which a support agent reviews the steps to help desk took to resolve a problem, agrees with the end user that a solution has been reached, invites the user to call back, and makes final entries regarding the incident in a database
Closing
100
A set of guidelines designed to help organizations align and integrate their computer services with their business objectives.
Information Technology Infrastructure Library (ITIL)
100
An incident management step in which an agent determines whether a help desk is athorized to handle a call and to provide infromation or services to the user; authentication usually includes checking product registrations, support services licenes, or contracts.
Authentication procedure
100
An incident management step in which an agent begins documenting the incident and related problems.
Logging
200
A network modeled after the internet, with information organized into Web pages, but accessible primarily or exclusively by employees within an organization.
Intranet
200
A method of communication in which the communicators do not have to participate at the same time.
Asynchronous
200
Business processes that aim to meet the needs of and staisfy clients by providing excellent client service; it is based on findings that the cost of replacing a client is many time greater then the cost ofmanaging the relationship with an existing client.
Client relationship management (CRM)
200
A well defined, formal process that help desk staff follow to receive and prescreen problem incidents-via face-to-face, telephone, email, chat, or Web-based contacts-then obtain the information requested by a user or solve an end user or solve an end user's problem, and close an incident; compare to call management
incident management
200
A web site that provides a single point of entry (or contact) for all support services.
portal
300
A physical or emotional response that occurs when the individual characteristics of a help desk worker do not match the requirements of their position.
Job stress
300
A computer telephony system that allows a user to interact with a database of information by pressing keys on a telephone handset or by speaking simple words into the telephone; the unit plays back a recorded response based on the user's input.
Interactive voice response (IVR)
300
A subscription service in which computer software, data, and services are accessed via the internet of residing on individual PC's
cloud computing
300
Procedures, tools, and methods that successful support groups employ; these practices often set apart very successful support operations from mediocre ones.
Best practices
300
An incident management step in which a help desk staff member asks a series of question to categorize and describe the incident; incidents may be categorized as a request for information, a question, a problem, a complaint, or a work order.
Screening
400
A computer telephony system that automates many of the first steps in incidents management, such as a greeting, menu option, caller authentication, call holding, queue management, and staff notification.
Automated call distributor (ACD)
400
An incident management step in which an agent updates the incident record with information about a problem as it progresses.
What is tracking?
400
Evaluations collected from help desk users about their level of satisfaction with a product or service, a specific help desk incident, the problem resolution, or help desk services in general.
client feedback
400
Technology designed to increase help desk productivity by providing a seamless interface between telephone and computer systems.
Computer Telephony
400
An incident management step in which a user's problem is solved , a complaint is noted or referrred to product designers, or authorization is given to return a product for replacement or refund.
Resolution
500
A help desk structure that organizes support staff and services into several levels, or teirs, of support; called a frontline/backline model; the goal is to handle call at the lowest possible support level
Multilevel support model
500
a designation assigned to an incident that indicated how serious the problem is for users, how many uses are affected, and perhaps the consequence of not addressing the problem immediately; it determines the order in which incidents are assigned to agents.
Priority Code
500
A waiting line in which you are placed when you call can not be taken right away.
Queue
500
An incident management step in which agents identify and respond to simple requests for information, often without initiating an official incident; its like a filter process.
Prescreening
500
A proccess followed by help desk staff when handling telephone contacts between end users and support staff.