Key Terms
IT CUSTOMER SUPPORT
CHAPTER 1 – INTRODUCTION TO COMPUTER USER SUPPORT
applications development
backlog
carpal tunnel syndrome
chat service
computer facilities
management
computer user support
computer virus
distributed computing
end-user computing
ergonomics
external user
graphical user interface
(GUI)
help desk
hotline
information center
Information Technology
The excess demand for new computer applications that outstripped the
existing supply of computer professionals to develop them.
Severe hand or wrist pain due to an inflammation of the tendon in a
user’s hand and wrist; often a result of overuse in combination with an
improper physical environment
A Web-based interactive service that allows two or more users who are
both online to communicate by alternately typing and viewing
messages; also called instant messaging.
Support services to help users with information and questions about
security, media backups, viruses, ergonomics, purchase of supplies,
preventive maintenance, and other tasks required to keep a computer
system operational.
A job function or department in an organization that provides
information and services to workers or clients to help them use
computers more productively in their employment or at home.
A piece of software created with malicious intent that can destroy
information, erase or corrupt other software or data, or adversely affect
the operation of a computer that is infected by the virus.
A computing environment in which the needs of the organization and
its workers determine the location of computer resources; this often
includes a centralized system, such as a network server, and
decentralized systems, such as individual PCs on workers desks.
The use of computer technology for both business and personal use; it
is designed to increase the productivity of workers, managers, students,
and home users of computers.
The study of how to design a workspace that promotes user health,
safety, and productivity.
An end user who is a client or customer of an organization, such as
retail customers of hardware and software vendors, or corporate users
who have purchased products or services from a vendor.
Screen images that enable users to access program features and
functions intuitively, using a mouse or other pointing devices.
A single point of contact for users in need of support services, whether
in-house employees or external clients; a help desk may provide
information and problem-solving services face to face, by telephone, by
e-mail, or by an online chat session.
A telephone number that an internal or external user can call to reach a
help desk service.
An older name for a user support center.
The modern names of the earlier Data Processing department; this
(IT), Information
Systems, Information
Services (IS)
internal user
knowledge worker
KSAs
microcomputer
needs analysis
outsource
peer support
peripheral device
piracy
position description
support standards
technical support
total cost of ownership
(TCO)
user support center
user support team
department also may be responsible for network and distributed
systems, such as user PCs and support services.
An in-house worker located inside an organization who uses computers
to do his or her work.
An employee whose primary job function is to collect, prepare, process,
and distribute information.
The knowledge, skills, and abilities required to perform the tasks in a
job.
A complete computer (often called a personal computer, or PC) built on
a smaller scale than a large-scale or a workgroup system, with a
microprocessor as the CPU.
An investigation to determine the features and configuration of
hardware and software that will best match a user’s specific needs; also
called needs assessment.
An agreement in which an organization contracts with a vendor that
specializes in user support functions to handle support incidents for
internal and external users.
An informal level of user support whereby colleagues in an
organization or department exchange information and provide
assistance about computer use and problems encountered.
A hardware add-on that plugs into a computer’s system unit, either
externally or internally; peripheral devices include input devices
(keyboard, scanner), output devices (monitor, printer), input and
output (modem, network interface card, touch display screen), and
storage (magnetic media such as tapes and disks, and optical media
such as CDs and DVDs.
Theft of computer resources such as software, services, or data; often
involves illegal copying, distribution, or use of computer programs or
information.
A written description of the qualifications and responsibilities of a job
in an organization.
A list of computer products that an organization allows its employees
to use and that it will support; product support standards limit the
hardware, software, and network components that a staff supports in
order to reduce support costs.
A level of user support that focuses on high-level troubleshooting and
problem solving; whereas computer user support deals with a broad
spectrum of support issues, technical support usually deals with more
advanced and difficult problems that users encounter.
The total expenditures necessary to purchase, maintain, upgrade, and
support an end user’s personal computer system over its expected
useful lifetime; TCO includes hardware, software, network connectivity,
information, training, and technical support costs.
A group or department in an organization that provides a wide range of
services to an organization’s computer users who are primarily
internal; services may include a help desk, consulting on product
purchases, training, documentation, and facilities management.
A formal workgroup that is organized to provide computer user
support services; the team may include combinations of full- and part-
Web site development
software
time and peer support.
Software that enables users to create, maintain, and update Web pages
that include a mixture of text and graphics and incorporate features
such as e-mail links, downloadable files, chat rooms, File Transfer
Protocol (FTP), and restricted access to security.
CHAPTER 2 – CUSTOMER SERVICE SKILLS FOR USER SUPPORT AGENTS
blog
customer-service ethic
difficult client
empathy
greeting
incident management
strategy
Myers-Briggs Type
Indicator (MBTI)
nonverbal behavior
personal communication
style
power user
script
self-reliance
support Web site
user forums
Web 2.0
A feature of a Web site where a writer posts messages to which
members of a user community are invited to comment.
An organization-wide commitment, shared by everyone from top
management to operational staff, that client relations and client
satisfaction are the most important aspects of a business.
A user who requires special handling strategies because they are angry,
uncommunicative, rude or abusive, or exhibit other hard-to-handle
behaviors.
An understanding of and identification with a user’s problem situation,
thoughts, and feelings. A support agent who can empathize with a user
understands the problem or question from the client’s perspective and
why it is important to the client.
The first few sentences in a support incident that introduce an agent
form the basis for the first impression of the support service by the
user, and get the incident-resolution process started on a positive note.
A collection of tools, techniques, and strategies that support agents use
during an incident to move effectively and efficiently from the initial
greeting to the conclusion of the incident.
A personality analysis commonly used in business and industry to
identify worker personality and work style preferences.
Facial expression, body language, and the tone and style of
communication. Nonverbal communication behavior may be more
important than the specific words used in a communication.
The result of a series of decisions each support agent makes about how
they communicate with end users.
A user who is technically knowledgeable (or believes that they are), or
who may have a relationship with an organization that they feel
warrants special attention to their incident.
A prepared sequence of questions and statements that support agents
can use to handle parts of an incident; a script may include decision
points and branches to handle different situations.
A goal of support service providers that seeks to increase user selfsufficiency and reduce a user’s dependence on support services.
A Web site devoted to providing clients with product information,
software downloads, support staff contacts, and a sales channel.
Support Web sites are a cost-effective method to communicate with
users, but should be designed to be client-friendly.
A feature of a Web site where various discussions are posted to which
members of a user community may contribute. User forums emphasize
the collaborative nature of the Web as a way to encourage interaction
and collaboration among users.
The recent development of technologies and Web applications that
emphasize the social networking aspects of collaboration and
communication among users. Web 2.0 emphasizes interactive use of
the Web.
CHAPTER 3 – SKILLS FOR TROUBLESHOOTING COMPUTER PROBLEMS
active listening
analogy
contradiction
creativity
critical question
critical thinking
decision making
escalation
explanation
goal state
hypothesis
hypothesis testing
iterative process
knowledge base
ListServ
mental model
A communication skill that results in a listener being as involved and
engaged in the communication process as the speaker; paraphrasing is
an example of active listening.
A way in which a current problem is similar to other problems that
have been solved; an analogy between similar problems may suggest a
possible problem solution.
Situations in which a fact established through investigation rules out, or
contradicts, a potential solution.
The critical-thinking ability to find a novel or innovative solution to a
problem; the ability to see a problem from new and different
perspectives.
A question designed to elicit important information from a user that
may force a support agent to challenge some basic assumptions about a
problem.
Cognitive skills a problem solver uses to analyze a problem, search for
the underlying logic or rationale, or strive for alternative ways to
explain an event or situation.
The ability to select one alternative from among a number of
alternatives, based on some evaluation criteria; an important skill for
troubleshooters.
A problem-solving tool whereby a difficult or complex problem is
referred to a higher-level support person or team for resolution.
A communication skill that involves a support agent describing the
solution to a problem so the user understands why the problem
occurred and the steps required to resolve it.
A desired outcome or objective; in troubleshooting, a common goal
state is to diagnose or repair a computer subsystem to return it to a
normal operational state.
An initial guess, hunch, or prediction based on experience.
Formulating a hypothesis about the cause of a problem and designing
an experiment that will prove or disprove the hypothesis.
A process that involves several paths or approaches to problem solving;
steps are repeated in a loop until a fruitful path is found;
troubleshooting is an iterative process in that it uses and reuses a
variety of tools and skills.
An organized collection of information, articles, procedures, tips, and
solutions to existing problems that can serve as a resource in a
problem-solving situation.
An automated e-mail services that distributes all (or selected) e-mail
messages posted to the ListServ to every member who has subscribed
to the ListServ; organized around a topic of special interest to its
members.
A perceptual picture that a problem solver builds to help understand
how a system works; mental models are based on education and
metacognition
module replacement
newsgroup
paraphrasing
probe
problem solving
remote access
replication
root cause analysis
RSS (Really Simple
Syndication)
script
troubleshooting
variable
verification
virtual private network
(VPN)
experience.
The ability to think about thinking; the ability of a troubleshooter to
step back from a problem-solving situation and analyze his or her
thought process.
A problem-solving strategy that involves replacing a hardware or
software component whose operational status is unknown with a
component that is known to be operational.
An Internet discussion group in which participants with common
interests in a topic post messages; similar to an electronic bulletin
board.
A communication skill that involves you restating in your own words
what you think you heard the speaker say.
A follow-up question designed to elicit additional information from a
user about a problem; a sequence of probes often clarifies a problem
situation.
A process of moving from a current state of events X (the problem
state) to a future desired state of events Y; the objective of problem
solving is to get from X to Y quickly, accurately, effectively, and
efficiently.
Utility software that lets a support agent view and control events on an
external user’s computer.
The process of trying to repeat a problem in a different situation or
environment to reproduce a problem.
A troubleshooting strategy that requires a support worker to look
beyond the visible symptoms of a recurring problem to search for its
underlying cause.
A Web service that aggregates selected information from various Web
resources, including newsgroups, blogs, forums, and other news and
information services and delivers it to a user’s desktop in a convenient,
easy-to-use format.
A document that lists questions to ask, along with appropriate followup probes, depending on the user’s response to each question; a script
is often organized as a checklist, flowchart, or decision tree that
describes many of the possible (known) paths to a problem solution.
The process of defining, diagnosing, and solving computer problems;
involves the use of several thinking and communications skills,
information resources, strategies, and methods.
A factor or aspect in a problem-solving situation that can change or be
changed; eliminating variables by removing components simplifies a
complex problem so it is more manageable and can be solved.
A communication skill that permits a troubleshooter to confirm their
perception that a problem is solved.
A computer network that uses the Internet to connect remote users to a
corporate network; a VPN uses authentication and encryption to
enhance security on a network.
CHAPTER 4 – COMMON SUPPORT PROBLEMS
automatic update
A feature of operating systems and applications software that
periodically checks a vendor’s Web site for updates that the vendor
bug
burn-in test
configuration problem
conflict
freeware
incompatible
installation software
malware
open source software
patch
performance problem
Plug and Play standards
quick start behavior
release
service pack (or service
release)
shareware
update
upgrade
recommends be installed to bring the version of the software up to
current specifications.
An error in a computer program that occurs when a programmer
writes incorrectly coded instructions during program development.
A hardware test during which a new computer or component is
operated continuously over a 48- to 72-hour period in an attempt to
discover obvious problems and identify any marginal or temperaturesensitive components.
A difficulty that occurs when the hardware or software options are set
incorrectly for the computer environment in which a component must
operate.
A state in which a computer component uses systems resources (CPU,
memory, or peripheral devices) in a way that is incompatible with
another component.
Computer software for which no purchase price or licensing fee is
charged.
A term used to describe computer components that cannot operate
together successfully in the same system. See also conflict.
Special-purpose utility software that aids in the installation (or setup)
of other software packages; it is able to detect and correctly configure
software for most hardware and operating environments.
A program with harmful or malicious intent that disrupts the normal
operation of a computer or network, or attempts to steal information or
money as a result of its operation.
Software that is developed collaboratively by a loose-knit group of
programmers who agree to freely share their efforts to improve and
debug a software product; the source code (and the program) is
available without cost.
A replacement for one or a few modules in a software package to fix
one or more known bugs.
A category of computer problems in which a system is minimally
operational, but does not operate as efficiently as it should; it often
results from poor interaction between hardware and software.
A set of protocols followed by hardware and operating system vendors
that specify the communication methods and rules that an operating
system uses to recognize and incorporate hardware components into
an operational system.
A tendency among computer users to skip reading an installation
manual and attempt to get new hardware or software installed and
operational as rapidly as possible.
A distribution of a software program that contains some new features
not found in the original problem.
A software revision that contains both updates and patches to fix
documented problems with a version of a program.
Commercial software that users can try with a vendor’s permission
during an evaluation period (usually 30 days) prior to making a
purchasing decision.
A bug-fix distribution that repairs known problems in a previous
version or release of a software package.
A new version of an existing program that is sold at a reduced cost to
vaporware
version
workaround
owners of a previous version of the program.
Hardware or software products that appear in ads or press releases but
are not yet available for sale.
A software package that contains significant new features and is usually
the result of a substantially rewritten program.
A procedure or operation that accomplishes the same result as the
original feature that currently does not work due to a bug or other
malfunction.
CHAPTER 5 – HELP DESK OPERATION
archive
asynchronous
authentication procedure
automated call
distributor (ACD)
best practices
call management
client feedback
client relationship
management (CRM)
closing
cloud computing
computer telephony
dashboard
escalation
An incident archive is a database or paper file used to store and retain
records relating to closed incidents.
A method of communication in which the communicators do not have
to participate at the same time; e-mail and Web-based communication
are examples.
An incident management step in which an agent determines whether
the help desk is authorized to handle a call; authentication usually
includes checking product registrations, support services licenses, or
contracts.
A computer telephony system that automates many of the first steps in
incident management, such as a greeting, menu options, caller
authentication, call holding, queue management, and staff notification.
Procedures, tools, and methods that successful support groups employ;
these practices often set apart very successful support operations from
mediocre ones.
A process followed by help desk staff when handling telephone contacts
between end users and support staff.
Evaluations collected from help desk users about their level of
satisfaction with a product or service, a specific help desk incident, the
problem resolution, or help desk services in general.
Business processes that aim to meet the needs of and satisfy clients by
providing excellent client service; CRM is based on findings that the
cost to an organization to replace a client is much greater than the cost
of managing the relationship with an existing client.
An incident management step in which a support agent reviews the
steps the help desk took to solve a problem, agrees with the end user
that a solution has been reached, invites the user to call back, and
makes final entries regarding the incident in a database.
A subscription service in which application software programs are
served to a user’s computer over the Internet instead of residing on the
user’s computer.
Technology designed to increase help desk productivity by providing a
seamless interface between the telephone and computer.
A visual display of measures based on key indicators; it is used to
quickly monitor help desk operations and identify performance that
varies from stated goals or requires management attention.
An incident management step in which a problem is transferred to a
higher level of support that is better able to handle more difficult
problems.
job stress
incident management
Information Technology
Infrastructure Library
(ITIL)
interactive voice
response (IVR)
intranet
logging
multilevel support model
portal
prescreening
priority code
queue
resolution
screening
service level agreement
(SLA)
telecommuting
time management tools
tracking
A physical or emotional response that occurs when the personal
characteristics of a help desk worker do not match the requirements of
their position.
A well-defined, formal process that help desk staff follow to handle
face-to-face, telephone, e-mail, or Web-based problem incidents, obtain
the information that users request or solve an end user’s problem, and
close an incident; compare to call management.
A set of guidelines designed to help organizations align and integrate
their computer services with their business objectives.
A computer telephony system that allows a user to interact with a
database of information by pressing keys on a telephone handset or by
speaking simple words into the telephone.
A network modeled after the Internet, with information organized into
Web pages, but accessed primarily or exclusively by workers within an
organization.
An incident management step in which an agent begins documenting
the incident and its related problem.
A help desk structure that organizes support staff and services into
several levels, or tiers, of support; sometimes called a
frontline/backline model; the goal is to handle calls at the lowest
possible support level.
A Web site which provides a single point of entry (or contact) for all
support services.
An incident management step in which agents identify and respond to
simple requests for information, often without initiating an official
incident; prescreening is essentially a filtering process.
A designation assigned to an incident that indicates how serious the
problem is for users, how many users are affected, and perhaps the
consequence of not addressing the problem immediately; priority
codes are often the basis for determining the order in which incidents
are assigned to agents.
A waiting line into which incoming calls or incidents are placed when
they cannot be addressed immediately; queues are often established
for different types and priorities of incidents or specific products,
clients, or levels of support.
An incident management step in which a user’s problem is solved, a
complaint is noted or referred to product designers, or authorization is
given to return a product for replacement or a refund.
An incident management step in which a help desk staff member asks a
series of questions to categorize and describe the incident; incidents
may be categorized as a request for information, a question, a problem,
a complaint, or a work (or service) order.
A contract that defines the expected performance of user support
services or external vendor services.
Full or part-time work performed at a home office for an employer.
Software tools designed to help support agents increase their personal
productivity; time management tools include calendaring systems, todo lists, collaboration, and project management tools.
An incident management step in which an agent updates the incident
record with information about a problem as it progresses.
A method of partitioning the resources of a computer into multiple
execution environments, in which each virtual machine, operating in its
own memory partition, has the capability to run its own operating
system and application software.
A technology that transmits voice communications over the Internet
rather via than telephone lines.
virtualization
Voice over Internet
Protocol (VoIP)
CHAPTER 6 – USER SUPPORT MANAGEMENT
abandonment rate
adaptive test
behavioral question
certification
code of ethical conduct
cost center operation
crash course
directed question
Erlang
illegal question
knowledge and skills test
mission statement
non-directed question
online tutorial course
performance appraisal
The percentage of calls in which the user hangs up before support staff
respond.
A certification testing method that asks questions that are graded in
difficulty from easy to moderate to difficult to try to quickly estimate a
test taker’s ability.
An interview question that gives a job applicant an opportunity to
describe how she or he behaved in a specific work situation.
An assessment process to measure and document a professional’s
knowledge and skills in a specialized segment of the information
technology field.
Principles to guide a worker’s professional behavior; a code of conduct
is often distributed by a professional association for its membership.
A user support operation for which the cost of providing services
appears as an expense in an organization’s budget without an offsetting
revenue stream.
An intensive class, sometimes called a boot camp, designed to prepare
participants to take a certification exam in a week or less.
An interview question about a specific job requirement; directed
questions are intended to learn whether an applicant has specific
educational or work experiences.
A unit of traffic (user incidents, in the case of a support group)
processed in a given period of time; it is used to estimate the number of
support staff required to respond to an expected volume of incidents in
a given time period.
An interview question that is intended to obtain information about an
applicant’s characteristics that are not specifically job related, such as
age, ethnicity, marital status, sexual orientation, religion, and some
information about disabilities.
A test that measures a job applicant’s knowledge and problem-solving
abilities.
A list of guiding principles that communicate the goals and objectives of
a support group to its staff, users, and management.
An interview question that is open-ended and gives an applicant an
opportunity to talk in general terms about their qualifications for a
position.
Computer-based training (CBT) or Web-based training (WBT)
designed to prepare participants for a certification exam.
The process of evaluating a user support worker according to
established criteria; criteria should be related to the support group’s
mission, the worker’s position description, and the worker’s
performance statistics
professional association
profit center operation
scenario question
self-study course
staff training
stress tolerance
assessment
user satisfaction survey
wait time
professional development objectives.
Objective data about a user support or help desk operation often
directly related to the user support mission statement.
A formal organization that represents the interests of a group of
professionals and provides services to its membership.
A user support operation for which the cost of providing services is
treated as an expense that is offset by revenue generated by the group.
An interview method that gives a job applicant a specific problem (or
set of problems) representative of the kinds of situations user support
staff actually encounter; scenario questions are used to measure the
applicant’s problem-solving skills and ability to work under pressure.
Preparatory materials, usually in book format, which readers complete
at their own pace prior to taking a certification exam.
Training designed to orient new support workers to their jobs, as well
as ongoing training to update the skills and encourage professional
growth of experienced support staff.
An interview environment designed to evaluate how well a job
applicant works under pressure.
A questionnaire that attempts to measure how satisfied users are with
the support services they have experienced.
The average time it takes a help desk to respond to calls.
CHAPTER 7 – PRODUCT EVALUATION STRATEGIES AND SUPPORT STANDARDS
acceptable use guidelines
benchmark
extraneous variables
e-zine
horizontal market
applications
industry standard
products
objective evaluation
criteria
product evaluation
product standards
Standards adopted by an organization and publicized among its
employees to communicate policies about activities that end users are
permitted and not permitted to do with their computer systems.
An objective test or measurement used to evaluate the speed, capacity,
capabilities, or productivity of rival products.
Factors that could bias the results of an objective benchmark test;
product evaluators try to eliminate these factors to isolate and measure
a product’s performance.
An electronic magazine organized like a print publication, but
distributed via a Web site or e-mail; e-zines (or Webzines) aimed at the
computer industry often feature product reviews and comparisons.
Software products designed to meet the needs of a broad spectrum of
end users across a wide variety of industries (as opposed to vertical
market applications).
Hardware, software, and peripherals that are market leaders in sales;
standards in the computer industry are often not true standards,
however, in the sense that typically no industry-wide group
participated in the specification.
Factors used in a product selection procedure that are relatively
unbiased; any neutral observer should be able to apply the same
objective evaluation criteria and reach the same conclusion.
A process in which staff members research and analyze computer
product features, capabilities, and suitability to meet specific end user
needs.
Lists of hardware, operating system, network, and application software
products that have been approved for use within an organization;
standards are often enforced to reduce the cost of acquiring and
supporting computer systems.
product standards
A group of user support specialists, end users, technical support staff,
committee
and managers who develop and maintain a list of organizationapproved standard products and services; these products are
recommended for purchase and are supported by the user support
staff.
request for proposal
A product selection or competitive bidding process that uses objective
(RFP)
criteria to choose among products proposed by competing vendors; a
request for proposal process is often used as the basis for awarding a
contract to provide computer products.
software evaluation copy A limited, trial copy of a software product that permits end users and
support staff to try out a product’s features and assess its ability to
meet an organization’s needs.
subjective evaluation
Nonobjective factors used in a product selection procedure that are not
criteria
directly related to the fit between a product’s features and end users’
needs; subjective factors include personal relationships with vendors,
convenience, personal preferences, and reliance on traditional or
historical purchasing channels.
vertical market
Software designed for a highly specialized industry; vertical (or niche)
application
market software often contains features that would not be useful in
other industries.
weighted point evaluation A product comparison method that uses several key criteria of
method
predetermined importance to evaluate competing products and arrive
at a numerical summary score as a basis for selection; also called the
Kepner-Tregoe method.