Use LEFT and RIGHT arrow keys to navigate between flashcards;
Use UP and DOWN arrow keys to flip the card;
H to show hint;
A reads text to speech;
14 Cards in this Set
- Front
- Back
|
ITSM |
Information Technology Service Management Ex. Help desk, call center |
|
|
Call Center |
Is a centralized office used for the purpose of receiving and transmitting a large volume of requests by telephone. Ex. telemarketing, product services, and debt collection |
|
|
Call Center Criticism |
1. Operators working from a script 2. Non-expert operators 3. Language and accent barriers 4. Excessive waiting times to be connected to an operator 5. No inter-connectivity between departments so customer has to repeat the issue |
|
|
Call Center staff concerns
|
1. Close scrutiny by management 2. Low compensation (pay and bonuses) 3. Restrictive working practices 4. Repetitive job task 5. Poor working conditions 6. Rude and abusive customers
|
|
|
Help Desk |
Is an information and assistance resource that troubleshoots problems with computers or similar products. |
|
|
Help Desk Functions
|
- It provides the users a single point of contact to receive help - The help desk typically manages its requests via help desk software (LBT)
|
|
|
NOC |
NOCs are responsible for monitoring the network for alarms or certain conditions that may require special attention to avoid impact on the network's performance. |
|
|
NOC Goals
|
NOCs analyze problems, perform troubleshooting, communicate with site technicians and other NOCs, and track problems through resolution. |
|
|
NOC Escalation
|
- Many NOCs have multiple "tiers", which define how experienced/skilled a NOC technician
- if an issue is not resolved in a specific time frame, the next level is informed to speed up problem remediation. |
|
|
NOC Standards |
24/7 staffing Secure facility Back up power Access to all systems Procedures and archtecture diagrams for everything |
|
|
Difference between NOC/ SOC Vs. ITSD |
1. More technical in a NOC/SOC. 2. Customer expectations are higher 3. Alerts are specific to NOC/SOC 4. Availability – All NOC/SOC are designed to be 24/7 |
|
|
Similarities between NOC/ SOC Vs. ITSD |
1. Ticket Tracking – Both utilize a system to track and respond to all alerts and calls
2. SLAs – but the focus and response of these SLAs are different. |
|
|
MTBF (Mean Time Between Failures) |
is the predicted elapsed time between inherent failures of a system during operation. |
|
|
MTTR (Mean time to repair) |
- Measure of the stability and maintainability of a system. - Expressed mathematically, total corrective maintenance time divided by the total number of corrective maintenance actions during a given period of time. |
