[Term of the Day]: FCR
Term of the Day “FCR” Definition — What is FCR? FCR is popularly known as "First Call Resolution" or "First Contact Resolution". The term is self-explanatory, in a Servicedesk sector handling a user call and resolving the issue in a single interaction, without the user having to follow up or contact ServiceDesk again for the same issue is referred to as FCR. It is one of the important key performance indicators (KPI) to measure agent performance, customer experience, and operational efficiency.
[Term of the Day]: IoT
Term of the Day “Internet of Things” Definition — What is IoT and it does? The Internet of Things (IoT) is one of the rapidly flourishing technologies. It extends internet connectivity beyond traditional devices like desktop and laptop computers, smartphones and tablets to a diverse range of devices such as smart homes, cars, security systems, thermostats, electronic appliances, alarm clocks, speaker systems, vending machines and so on. IoT enables users to interact with devices remotely by utilizing
[Term of the Day]: RAT
Term of the Day “Remote Assist Tool” Definition — What is RAT? Remote Assist Tool is one of the popular tools used in the IT sector. Remote tools have made it possible for anyone to connect from anywhere in the world with lots of ease and flexibility. In the HelpDesk environment, IT professionals use these remote tools to access remote user's servers or networks without being physically present in its location, thereby saving time and reducing the complexity and increasing user satisfaction accordingly.
[Term of the Day]: Web Server
Term of the Day “Web Server” Definition — What is Web Server and it does? A Web server or Internet server is a computer system that hosts websites. Any computer can be transformed as a Web server by installing server software and connecting it to the Internet. The Web server process is an example of the client/server model. It uses HTTP (Hypertext Transfer Protocol) and other protocols to respond to client requests (content or services to users) made over the internet. Every Web server has an
[Term of the Day]: API
Term of the Day “API” Definition — What is API? API stands for Application Programming Interface, which is a mechanism that allows the interaction between multiple applications using a set of rules. API is popular nowadays, it can be found in almost every application. In the helpdesk environment, it acts as a bridge between applications and allows to access the features or data of other applications or services through a set of functions and procedures. Once the helpdesk is bridged with other
[Term of the Day]: ITA
Term of the Day “Information Technology Assessment” Definition — What is ITA and its purpose? An IT Assessment is the practice of gathering information on part or whole of an IT network infrastructure and then presented in a detailed report. This report typically analyzes the current state or health of technology or services and identifies areas needing improvement or prepare for some type of system or application upgrade. This can be performed in-house or outsourced to an IT vendor. This includes
[Term of the Day]: Gantt Chart
Term of the Day “Gantt Chart” Definition — What is Gantt Chart? A Gantt chart, commonly used in project management. The tool illustrates project elements through the chart and it simplifies the complexity of the projects. A Gantt chart is a graphical depiction of a project schedule, the tool assists in planning and scheduling projects. It gives a visual display of the whole project which includes, project start and end dates, milestones, stages, deadlines, relationships, and dependencies between
[Term of the Day]: SAML
Term of the Day “Security Assertion Markup Language” Definition — What is SAML and its purpose? In computing and networking, the Security Assertion Markup Language (SAML), is an open standard that allows security credentials to be shared by multiple computers across a network. It also enables "interoperability" that allows different machines to interact with each other, despite their differences with technical specifications. This makes single sign-on technology possible by providing a way to
[Term of the Day]: Hyperautomation
Term of the Day “HyperAutomation” Hyperautomation - in simple words it can be understood as the Digital Era of Automation or Advanced Automation. Hyperautomation includes artificial intelligence (AI), machine learning (ML), and robotic process automation (RPA), its an intelligent mixture of different automation technologies. The idea is to automate more and more knowledge work and engage everyone in an organization to be part of the transformation. It helps automate many aspects of decision-making
[Term of the Day]: Daemon
Term of the Day "Daemon" Definition — What is Daemon and it does? In multitasking computer operating systems, the Unix term daemon is a computer program that runs as a background process, rather than being under the direct control of an interactive user. A daemon is usually either created by forking a child process and then exiting the parent, which will cause it to be orphaned (on purpose) and adopted by the init process, the granddaddy of all processes in the system (which is also a daemon
[Term of the Day]:SAM
Term of the Day “Software Asset Management” Definition — What is SAM? SAM stands for Software Asset Management, in simple words it's a software needed for all business environments to simplify the complicated task of managing organization owned hardware and software. In general, the software managed by the organization are of different types like managed, shareware, freeware, and prohibited. The key focus of SAM is optimizing licenses and lower risk of being audited by a software vendor. SAM
[Term of the Day]: Big Data Analytics
Term of the Day "Big Data Analytics" Definition — What is Big Data Analytics and why it matters? Big Data analytics is the process of examining large sets of data (called Big Data) to discover patterns and other valuable insights. With today’s technology, Big Data analytics can help organizations to better understand the information contained within the data and will also help identify the data that is most important to the business and future business decisions and disprove existing theories
[Term of the Day]: Mobile App
Term of the Day “Mobile App” Nowadays ticketing tools have come handy as a Mobile App. You can perform almost every activity of a ticketing tool through the Mobile App. The tool is much useful for both end-users and support technicians. A support technician will have a bird's eye view of the tickets with complete details in a single pane. He can also perform other activities like managing IT and non-IT assets, performing RDP's (Remote Desktop Protocol), handling service ticket approvals, organizing
[Term of the Day]: OAuth
Term of the Day “Open AUTHorization” Definition — What is OAuth? It is a standard that applications can use to provide client applications with “secure delegated access”. It works over HTTPS and authorizes devices, APIs, servers, and applications with access tokens rather than credentials. With OAuth, resource owners can configure separate permissions for each client requesting access to the same resource and modify/revoke access at any point of time. There are two versions of OAuth: OAuth
[Term of the Day]: SSL
Term of the Day “Secure Socket Layer” Definition — What is SSL? SSL stands for "Secure Socket Layer" It is a standard technology that encrypts communication between users and a website, SSL is required to run any web application on Https. The technology has a hidden layer of encryption that safeguards any sensitive data (like password, credit card information, or any online transaction, etc..) that's transferred between two systems. Even though TLS (Transport Layer Security) is the cryptographic
[Term of the Day]: Continual Service Improvement
Term of the Day “Continual Sevice Improvement” Definition — What is CSI and it's objective? Continual Service Improvement (CSI) is a metrics-driven approach that ensures continual adjustments and improvements of the IT services taking into account the changing business requirements. Administering a CSI practice entails management commitment and participation to move from a reactive to a proactive approach. The fundamental task for CSI is to identify which
[Term of the Day]: HelpDesk Dashboard
Term of the Day “HelpDesk Dashboard” Definition — What is Helpdesk Dashboard? The dashboard displays important activities of your helpdesk tool in a single pane, through graphical illustrations in the form of multiple widgets. The dashboard is one of the most essential tool for a Helpdesk administrator, it helps him visualize the Key Performance Indicators and other strategic data for the organization at a glance. Helpdesk dashboard is customizable, they allow the end-user to have a unified view
[Term of the Day]: Service Portfolio Management
Term of the Day "Service Portfolio Management" Definition — What is Service Portfolio Management and its purpose? A service portfolio describes a provider’s services in terms of business value. It is the complete set of services that are managed by a service provider. It comprises three categories of services: Service Pipeline Service Catalog Retired Services A service provider deploys service portfolio management to control the entry of any service into the service portfolio by tracking any
[Term of the Day]: ESM
Term of the Day “Enterprise Service Management” Definition — What is ESM? ESM is popularly known as "Enterprise Service Management" or it can rightly be said as "Employee Service Management". It's a centralized platform where you can manage multiple ServiceDesk instances with users across departments. ESM caters to both IT and non-IT business functions (such as Human Resources, Finance, Facilities, etc). ESM provides a unified end-user portal experience across the different ServiceDesk in the
[Term of the Day]: Bot
Term of the Day "Bot" Definition — What is Bot and it does? They are automated programs that are designed to perform repetitive tasks. They run according to their instructions without needing a human user involvement to start them up. Bots can be: Chatbots, Web Crawlers, Social bots and can also be Malicious. The Good: You can find chatbots on many apps like Facebook Messenger, WhatsApp, Twitter and Telegram., you’ve probably encountered one on a retail website to simulate human conversation by
[Term of the Day]: CMDB
Term of the Day “Configuration Management DataBase” Definition — What is CMDB? CMDB ( Configuration Management Database ) is a centralized repository where you can store, manage, maintain, and track all your IT components and IT services that make your IT infrastructure. These IT components could be, hardware, installed software, documents, users, relationships and interdependencies between items, etc. Significance of CMDB: CMDBs centralized view provides great visibility to track the current
[Term of the Day]: MDM
Term of the Day “Mobile Device Management” Definition — What is MDM and what is its purpose? Mobile Device Management (MDM) is end-to-end security software that enables the organization's IT department to manage, configure policies, deploy applications, configuration settings and secure employees' devices that are being used in the organization. This software emerged in the early 2000s when the BYOD (Bring Your Own Device) trend arose. How does it work? MDM relies on endpoint software called
[Term of the Day]: ITSM
Term of the Day “IT Service Management” Definition — What is ITSM? ITSM is widely known as IT Service Management, it is a process to Design, Manage, Improve, Deliver, and Support the IT services required for the end-users. ITSM primarily focuses on business objectives to help an organization grow aligned with IT processes and services. Why is ITSM necessary for your business? IT is increasingly becoming more complex and mission-critical to the business. Following its best practice is much needed
[Term of the Day]: DNS
Term of the Day “Domain Name Server” Definition — What is DNS and what it does? Ever wondered how when you visit a domain or full web address in a browser, www.amazon.com for instance, the site gets loaded? Here comes the sophisticated technology "Domain Name System" that translates human readable domain names to machine readable IP addresses (for example, 192.0.9.54). DNS is often likened to the internet’s version of a telephone book. If you know a person’s name but don’t know their telephone
[Term of the Day]: CAB
Term of the Day “Change Advisory Board” Definition — What is CAB and what it does? The CAB is the most widely known as Change Advisory Board in ITSM. They are a group of people who assist the Change Manager in reviewing the change. The CAB member can be anyone within the organization who has good knowledge and skill in evaluating particular change, there are no rules in selecting a CAB member. Change Manager Approves/Rejects the change based on his CAB member's review and advice. Importance
[Term of the Day]: NAT
Term of the Day “Network Address Translation” Definition — What is NAT and what it does? To access the Internet, one public IP address is required, but we can use a private IP address in our private network. The idea of NAT is to allow multiple devices of a private network to access the Internet through a single public address. This enables private IP networks that use unregistered IP addresses to connect to the Internet. NAT operates on a router or firewall, usually connecting two networks
[Term of the Day]: SSID
Term of the Day “Service Set IDentifier” Definition — What is SSID and what it does? You’ll often see the acronym “SSID” when wireless networks are involved. SSID is the name assigned to a wireless network. For example, if you take your device to a coffee shop and you see a sign telling you to join a network with an SSID of “HotPot WiFi”, devices will look for all networks in range when you attempt to connect to local Wi-Fi, you just need to pull up the list of wireless networks nearby and
[Term of the Day]: Search Engine Optimization (SEO) Analyst
Term of the Day “Search Engine Optimization (SEO) Analyst” Definition — What does Search Engine Optimization (SEO) Analyst do? An SEO analyst has numerous responsibilities. Their primary goal is to maintain the health of the website and make sure that their site can be found and viewed by potential and current customers. Their strategies and analysis are part of a marketing team and an important part of the planning of the business marketing campaign. With their technical expertise, they provide