IT Service and Support/Introduction
This lesson introduces IT Service Management by looking at customer service in general, and IT service management in particular. Activities include .
Objectives and Skills
editObjectives and skills for IT Service Management certification are covered in detail later in the course. This lesson helps you:
- Understand customer service and IT service management terminology.
Readings
editMultimedia
editActivities
edit- Use the Discuss page to post comments and questions regarding this lesson.
- Review the lesson summary, key terms, review questions and flashcards below.
Lesson Summary
editKey Terms
edit- break-fix
- A type of technical support where customers pay for support as incidents occur.[1]
- call center
- A centralized office used for the purpose of receiving or transmitting a large volume of requests by telephone.[2]
- champion
- Someone who fights on another's behalf.[3]
- contact center
- A central point of any organization from which all customer contacts are managed, including telephone, email, online chat, fax, and instant message.[4]
- customer
- The recipient of a good, service, product, or idea, obtained from a seller, vendor, or supplier for monetary or other valuable consideration.[5]
- expeditor
- Someone who facilitates a process.[6]
- expert
- A person with extensive knowledge or ability based on research, experience, or occupation in a particular area of study.[7]
- help desk
- A resource intended to provide the customer or end user with information and support related to a company's or institution's products and services.[8]
- incident
- A disruption or potential disruption in service availability or quality.[9]
- interpersonal skills
- The skills a person uses to communicate and interact with others, including persuasion, active listening, delegation, and leadership.[10]
- knowledge base
- An information repository that provides a means for information to be collected, organized, shared, searched and utilized.[11]
- leader
- Someone who organizes a group of people to achieve a common goal.[12]
- problem
- The underlying cause of one or more incidents.[13]
- service desk
- Provides a single point of contact to meet the communication needs of both Users and IT employees for incidents and service requests.[14]
- single point of contact (SPOC)
- A point of contact (POC) or single point of contact (SPOC) is a person or a department serving as the coordinator or focal point of information concerning an activity or program.[15]
- service request
- A routine request for services.[16]
- technical support
- A range of services by which organizations provide assistance to users of technology products and services.[17]
- user
- A person who interacts with a system, to enable its operation, or to utilize its function.[18]
- vendor
- A supplier of goods or services.[19]
Review Questions
editClick on a question to see the answer.
Flashcards
editReferences
edit- ↑ Wikipedia: Technical support
- ↑ Wikipedia: Call center
- ↑ Wiktionary: champion
- ↑ Wikipedia: Call center
- ↑ Wikipedia: Customer
- ↑ Wikipedia: Expeditor
- ↑ Wikipedia: Expert
- ↑ Wikipedia: Help desk
- ↑ Wikipedia: Service desk (ITSM)
- ↑ Wikipedia: Social skills
- ↑ Wikipedia: Knowledge base
- ↑ Wikipedia: Leadership
- ↑ Wikipedia: Information Technology Infrastructure Library
- ↑ Wikipedia: Service desk (ITSM)
- ↑ Wikipedia: Point of contact
- ↑ Wikipedia: Service desk (ITSM)
- ↑ Wikipedia: Technical support
- ↑ Wikipedia: User
- ↑ Wikipedia: Vendor