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8 Cards in this Set
- Front
- Back
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application
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A program, such as a word processor, spreadsheet, or database, that performs a specific set of tasks.
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command line
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The user interface (UI) to a computer’s operating system in which a command is typed, a response is received, another command is typed, and so on. The Windows command line enables a DST to quickly access troubleshooting tools and utilities. To access the command line, click Start and then click Run. In the Open box, type cmd and then click OK.
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dynamic link library(DLL)
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A library of executable routines which serve a specific function or set of functions and which are dynamically linked, when required, by the larger program that calls for these functions.
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escalation
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The process of raising an issue that cannot be resolved by a first-level DST to a higher-level support technician who has more experience with the problem.
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operating system
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The software that performs fundamental tasks, such as maintaining files, running applications, and managing devices.
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registry
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A database of user and system settings maintained by Windows. The registry is generally not meant to be modified.
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service level agreement(SLA)
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A contract between a customer and a company that identifies and commits the company to offer a required level of service. For example, an SLA usually identifies the type and level of service and support. From a support standpoint, it is very important to understand a customer’s SLA. If an issue is not covered in the SLA, it is not the DST’s responsibility to fix it. This does not mean that the issue can be rejected; it means that you have a clear set of limits as to how far you can go to support the customer.
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troubleshooting
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The process by which a problem is diagnosed and corrected.
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