IT Service and Support/Introduction

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This lesson introduces IT Service Management by looking at customer service in general, and IT service management in particular. Activities include .

Objectives and Skills[edit | edit source]

Objectives 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[edit | edit source]

  1. Wikipedia: Technical support
  2. Wikipedia: Service desk (ITSM)
  3. Wikipedia: Help desk
  4. Wikipedia: Virtual help desk
  5. Wikipedia: Customer service
  6. Wikipedia: Customer service training

Multimedia[edit | edit source]

Activities[edit | edit source]

  1. Use the Discuss page to post comments and questions regarding this lesson.
  2. Review the lesson summary, key terms, review questions and flashcards below.

Lesson Summary[edit | edit source]

Key Terms[edit | edit source]

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[edit | edit source]

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Flashcards[edit | edit source]

References[edit | edit source]

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