Knowledge Base
What is uptime in IT support?Uptime in IT support refers to the amount of time a system, application, server, or service remains fully operational and available to users. It is…
What is downtime in IT?Downtime in IT refers to the period during which a system, service, application, or network is unavailable or non-operational. This unplanned or planned interruption prevents users…
What is reactive support?Reactive support refers to an IT support approach where assistance is provided only after a problem has occurred. In this model, users report issues such as system…
What is proactive IT support?Proactive IT support is an approach where IT teams anticipate and prevent technical issues before they occur, rather than reacting to problems after they arise. It…
Root cause analysis in IT support is the systematic process of identifying the fundamental reason behind a problem or incident, rather than just addressing its immediate symptoms. RCA helps IT…
What is CMDB in ITSM?A CMDB, or Configuration Management Database, is a core component of IT Service Management (ITSM) that stores detailed information about IT assets (Configuration Items or CIs)…
IT asset management in helpdesk refers to the process of tracking, managing, and maintaining an organization’s technology assets—including hardware, software, licenses, and digital resources—throughout their lifecycle. Integrated with helpdesk systems,…
24/7 helpdesk support (or 24 7 helpdesk support) means providing round-the-clock technical assistance and customer support, 24 hours a day, 7 days a week, without interruption. This model ensures that…
Helpdesk outsourcing benefits refer to the strategic advantages businesses gain by hiring third-party providers to manage their customer support or IT helpdesk operations. Instead of building and maintaining an internal…
What is end-user support?End-user support refers to the IT services and assistance provided directly to users—typically employees, customers, or clients—who rely on hardware, software, and network systems in their daily…
