Unit 4 Flashcards
Identify common tools and technologies used in the service and support center.
- Telephony Tools
- Collaboration Tools
- Remote Support Tools
- Monitoring and Alert Tools
- Self-service Technologies
- Automated Remediation Technologies
- Social Media Technologies
- Cloud Services
- Reporting Systems
- Mobile Device Management Systems
- Knowledge Management Systems
- Quality Management Systems
- Service Management Systems
- Workforce Management Systems
- Security Management Systems
Describe the purpose of unified communications.
The purpose of unified communications is to integrate real-time communication tools with non real-time channels.
Identify various functions of unified communications typically used in a service and support organization.
Various functions of unified communications typically used in the service and support center include: • Universal queuing of contacts: telephony, e-mail, chat, SMS, fax, IM • Video conferencing • Electronic (interactive) whiteboards • Data sharing • Calendaring • Workflow
Identify methods used for delivering support.
Self-Service Support, Assisted-Service Support, Virtual Support Communities,
Describe the purpose of telephone support.
The purpose of telephone support is to provide the initial contact (Level/Tier 1) to the service and support center, and it is the most used communication channel
for service restoration of repetitive issues.
Describe the purpose of desktop support.
To provide efficient and effective resolutions to customers as it relates to requests, incidents
and problems escalated from the service and support center.
Describe the purpose of walk-up support.
It allows a customer to proactively engage with a support professional to receive service and/or information via an onsite visit to a specific location within the organization. Customers can bring in their devices and technology to be repaired onsite
during the visit, and in some organizations receive a loaner device.
Describe electronic support delivery methods.
Types of electronic support delivery methods may include:
− Remote support
− E-mail
− Instant messaging, chat, and video chat
Describe the objective of self-service.
The objective is for a customer to complete a task without needing the assistance of another
person.
Describe the objectives of automated remediation (self-healing technology).
The objectives are to provide an instantaneous (24/7/365) response when an issue has occurred (to a network, server, personal computer, etc.) that initiates remedial or corrective action to restore a user/system to a functioning state (without human intervention), while minimizing the impact of any service failures.
Identify examples of automated remediation functionality.
Examples of automated remediation include:
• Scans and monitors for viruses, worms, data kidnapping
• Restores services (systems/infrastructure) after a virus has been detected
• Automatically checks/installs updates/patches
• Diagnoses and resolves common incidents (I.e., network connectivity, printer access)
• Performs file clean-up and repairs application issues
• Resets registry settings
• Security scanning (hack alerts)
Describe the purpose of social media.
Social media provides highly-interactive platforms that fits across all service delivery methods to facilitate the interactions (e.g., create, share, exchange of information) of people via virtual (e.g., online collaboration, social networking, forums, micro blogging) communities.
Describe cloud services.
Cloud services deliver services on demand for users via the Internet from a “cloud computing” platform.
Describe the objective of cloud services.
Cloud services offer an organization the ability
to deliver scalable and on-demand flexible
services to meet business needs.
Describe the benefits of cloud services.
Cloud services provide a real benefit to organizations that have changing needs and a diverse customer base. Other benefits may include:
• Facilitates faster deployment of new services
• Reduced spending on infrastructure costs
• Device and location independence
• Improved resource utilization
• Enhanced capacity management capabilities
• Minimizes security risks
