CSIC 362 - Chapter 8 - Key Terms

Mediator

A negotiator who helps individuals resolve disputes.

Team Player

A person who contributes to the team's success by cooperating freely and communicating openly with his or her teammates.

Social Network

A community of people who share similar interests or activities.

Application of Training Investments

A comparison of an analyst's percent and reopen percent before and after attending training.

DevOps

A cultural and professional movement that emphasizes communication, collaboration, and integration between software developers (Dev) and IT Operations professionals (Ops).

Wrap-up Mode

A feature that prevents the ACD from routing a new inbound call to an analyst's extension.

Emotional Intelligence

A form of intelligence relating to the emotional side of life.

Team

A group of people organized to work together toward the achievement of a goal.

Virtual Team

A group of people who work across time, space, and organizational boundaries.

Social Networking Service

A web-based service that provides members a variety of ways to interact.

Service Desk Mission

A written statement describing the customers the service desk serves, the types of services the service desk provides, and how the service desk delivers those services.

Idle State

An ACD state that occurs when an analyst is logged on to the ACD but is not accepting calls.

Consensus

An opinion or position reached by all of a team's members or by a majority of its members.

Feedback

Communication from one team member to another about how the member's behavior is meeting the expectations of the team.

Individual Performance Goals

Measurable objectives for analysts that support the service desk mission.

Service Desk Goals

Measurable objectives that support the service desk mission.

Groupware

See COLLABORATION TECHNOLOGIES.

Collaboration Technologies

Technologies that enable multiple users to work together on related tasks; also known as GROUPWARE.

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 Handle Time

The average length of time required to handle an email.

Average Number of Exchanges

The average number of email exchanges required to resolve an incident.

Availability

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

Reopen Percent

The percentage of closed incidents that had to be opened back up within a given time period.

First Contact Resolution Rate

The percentage of contacts resolved during a customer's initial contact compared to the total number of contacts received at the service desk for a given period of time.

Resolution Percent

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

Early Life Support (ELS)

The stage in the service life cycle that occurs at the end of a deployment and before the service is fully accepted into operation (ITIL definition).