Knowledge Base
What is remote support?Remote support refers to the ability of IT support teams or technicians to access, diagnose, and resolve a user's issue without being physically present. This is typically…
What is ITSM?ITSM, or IT Service Management, refers to the strategies, processes, and tools used to design, deliver, manage, and improve IT services within an organization. Rather than just focusing…
What is ITIL?ITIL, or Information Technology Infrastructure Library, is a globally recognized framework of best practices for delivering high-quality IT service management (ITSM). It provides organizations with standardized processes, roles,…
What is omnichannel support?Omnichannel support refers to a customer service approach where multiple communication channels—such as phone, email, live chat, social media, and self-service portals—are integrated into a single, seamless…
What is a knowledge base? A knowledge base is a centralized, searchable repository of information that provides self-help resources to users, support agents, and employees. It contains FAQs, how-to guides,…
What is escalation in helpdesk? Escalation in helpdesk refers to the process of transferring a support ticket or issue to a higher level of expertise or authority when it cannot…
What is a service request? A service request in IT support refers to a formal request from a user for access to a service, information, or support that is not…
What is an incident in IT support? An incident in IT support refers to any unplanned interruption to an IT service or a reduction in its quality. Incidents can range…
What is First Call Resolution? First Call Resolution (FCR) is a key support metric that measures whether a user’s issue is completely resolved during the first interaction—without the need for…
What is SLA in helpdesk? A Service Level Agreement (SLA) in helpdesk is a formal, predefined agreement that outlines the expected level of service a support team must deliver—most commonly…
