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