Chapter 4 Terms

Frequently Asked Questions (FAQ)

Well written answers to the most common customers queries

Procedure

A step-by-step, detailed set of instructions that describes how to perform the tasks in a process.

Hypermedia

A storage method that stores info in a graphical form so users can access the information in a nonlinear fashion using hyperlinks

Hypertext

A storage method that stores info in a nongraphical form so users can access the information in a nonlinear fashion using hyperlinks

Integrated ITSM System

A suite of systems that companies use to manage their incident, problems, knowledge, change, service asset and configuration management , and request fulfillment processes sometimes called enterprise solutions

Emoticon

A symbol used to convey feelingw

Technical Writing

A technique that involves writing documentation that explains technical issues in ways that nontechnical people can understand.

Extranet

A website that is accessed via the Internet, that is it can be accessed by the general public, but requires a password to gain entry to all parts of the site

Data Field

An element of a data base record in which one piece of data is stored

One-To-Many Relationships

One resolution that resolves many incidents or service request.

Link

See hyperlink.

Content Management System (CMS)

Software used to manage the content of a website

Requirement

Something that is necessary or essential.

Instant Message System

Technology that enables 2 or more ppl to commnicate in real time over the internet

Hyperlink

Text or graphics in a hypertext or hypermedia document that allows readers to jump to a related idea also called a link

Knowledge

The application of information along with people's experiences, ideas, and judgments.

Wisdom

The judicious application of knowledge.

Search Criteria

The questions or symptoms entered by a user.

Data Analytics

The science of examining raw data with the goal of finding meaningful patterns, unknown correlations and useful information

Keyword Searching

The technique of finding indexed information by specifying a descriptive word or phrase, called keyword.

Capture

To collect

Spam

Unsolicited email.

Decision Tree

A branching structure of questions and possible answers designed to lead an analyst to a solution

Search Operator

A connecting word such as AND, OR, and NOT.

Resolution

A definitive solution to an incident or service request, or proven workaround.

Keyword

A descriptive word or phrase.

Text Field

A field that accepts free-form information.

Internet

A global collection of computer networks that are linked to provide worldwide access to information.

Idiom

A group of words whose meaning is different than the meaning of the individual words

Blog

A journal kept on the internet , short for web log

Form

A predefined document that contains text or graphics users cannot change and areas in which users enter data

Template

A predefined item that can be used to quickly create a standard document or email message.

Fuzzy Logic

A searching technique that presents all possible solutions that are similar to the search criteria, even when conflicting information exists or no exact match is present

Case-Based Reasoning (CBR)

A searching technique that uses everyday language to ask users questions and interpret their answers.

Query By Example(QBE)

A searching technique that uses queries, or questions, to find records that match the specified search criteria; can include search operators.

Intranet

A secured, privately maintained web site that serves employees and that can be accessed only by authorized personnel.

Self-Service

A service that enables customers to help themselves.

Data

A set of raw facts that is not organized in a meaningful way

Style Guide

A set of standards for designing and writing documents.

Chat

A simultaneous text communication between two or more people via a computer; also called online chat

Exchange

A small transaction in which one email is sent and another one is received

Chat speak

a term for the abbrevation and slang commonly used in email IM and chat messages for brevity or due to a limitation on the number of characters that can be use when sending a message