Client Journey
This is the acronym for the first call with the client
What is EKO
Patching is a phrase used interchangeably with:
updates
If a client submits a case and there is an issue being reported- this is called
an incident
If a client needs a password to log into the portal this is called
local login
Rolling Stones, Beatles or Queen?
Rolling Stones
This is one of 2 deliverables the CSM creates or helps present during onboarding
Portal Training
Thrive client experience
This Service aligns with the Advisory Department and roadmaps a security plan for clients
What is VCISO?
If an end user would like to add a printer to their network, this is called
a request
If a client only needs their email password to log into the portal this is called
SSo or Single sign on
Name the dessert of your region
Maine - whoopie pies
When a client has completed the onboarding process, all of the information is presented to the Service Delivery team- what is that officially called?
Hand off to support
Part of Central Services- this team is responsible for acting on alerts provided by Nable
Event management
If a complicated technical issue cannot be solved by the POD or service desk, they would escalate to this senior engineer.
what is a SSA- Senior Systems Admin
With in the portal- this area is where the email for the new end user populates
End user services- Onboarding request
With in service now- this is the location to report an internal IT issue
What is service portal
Before a new client can engage with any services at Thrive they have to sign this;
MSA master services agreement
What is the name of the team that works with clients to help elevate the priorty to resolution?
Escalation management
At Thrive, we do not contract for Time to Resolve- we measure our service delivery success around this:
TTA- Time to acknowledge.
Once a client has used the portal long enough this shortcut will get them to that area faster
What is predictive actions
How do you spell Amy's last name?
SYZMAREK
Name the status of the account when a client has just been handed off to support
First 90 days
Part of escalation management- this service holds these types of audits.
Quality assurance
Meeting daily this team approves any major changes requested by clients to their environment
What is CAB... Change Advisory Board
what can you add to a case if you need another end user to have visibility into a case that is created?
What is watchlist?
What is the corporate location for Thrive
Foxborough, Ma