Chapter 6 — MIS338

Critical Success Factor (CSF)

A measurable characteristic that must exist for something—such as a process, project, or team—to be viewed as successful

Effectiveness

A measure of how completely and accurately services are delivered

Efficiency

A measure of the time and effort required to deliver services in relation to their cost

Exit poll

A measurement technique that, on the Internet, combines questions such as "Was this information helpful to you?" with Yes and No buttons that customers can use to provide feedback

Baseline

A metric used to show a starting point

Customer record

All of the fields that describe a single customer

Incident record

All of the fields that describe a single incident

Record

A collection of related fields

Key performance indicator (KPI)

A key metric used to manage a process

Status data

Details about an incident that are used to track the incident throughout its lifecycle, including incident status (such as assigned, awaiting parts, resolved, closed), the person or group assigned, the date and time assigned, and a priority

Resolution data

Details that describe how an incident was resolved, including all the fields required to track service level compliance and perform trend analysis, such as the person or group who resolved the incident, resolution description, date and time resolved, customer satisfaction indicator, date and time closed, and possible cause

Customer data

Identifying details about a customer, including the customer's name, telephone number, email address, department or company name, physical address or location, customer number, and employee number or user ID

Individual performance goals

Measurable objectives for analysts that support the service desk mission

Service desk goals

Measurable objectives that support the service desk's mission

Time idle

The average length of time an analyst was idle during a given period of time

Wrap-up time

The average length of time an analyst was in wrap-up mode during a given period of time

Average call duration

The average length of time required to handle a call

Average Wait Time

The average number of seconds or minutes a caller waits for an analyst after being placed in the queue by an ACD; also known as average queue time

Average Speed of Answer (ASA)

The average time it takes an analyst to pick up an incoming call

Overall satisfaction survey

A customer satisfaction survey that asks customers for feedback about all contacts with the service desk during a certain time period

Event-driven survey

A customer satisfaction survey that asks customers for feedback on a single, recent service event

Employee performance plan

A document that clearly describes an analyst's performance requirements and individual improvement objectives

Skills inventory matrix

A grid that rates each analyst's level of skill on every product, system, and service supported by the service desk

Field

A location in a database that stores a particular piece of data

Customer satisfaction survey

A series of questions that ask customers to provide their perception of the support services being offered

Availability

The length of time an analyst was signed on to the ACD compared to the length of time the analyst was scheduled to be signed on

Resolution percent

The percentage of incidents an analyst resolves compared to the total number of incidents that analyst handled during a given period of time

Cost Per Unit

The total cost of operating a service desk for a given period (including salaries, benefits, facilities, and equipment) divided by the total number of units (such as services, systems, and devices) supported during that period