What is centrexIT?

centrexIT is considered an MSP.

What does MSP stand for?

Managed IT Service Provider

What does a MSP do?

Delivers IT services such hosting network infrastructures and regular support upon the client’s request.

What are our CORE Values?

C.L.A.S.S

What does C.L.A.S.S. stand for?

Care. Leadership, Accountability,

Service, & Speed

What does CSAT mean?

The Customer Satisfaction Index (CSAT) is a tool used by

businesses to measure customer satisfaction. The index is based on a scale of 0

to 100, with 100 being the highest level of satisfaction. Businesses can use

the CSAT to track customer satisfaction over time and to compare levels of

satisfaction between different customer groups.

What are our 5 critical service delivery areas of CentrexIT?

Service Desk, Centralized Services, vITM, VCIO, Projects

What is a vCIO?

VCIO is a position in some organizations responsible for

technology strategy and decisions. The role is usually high up in an

organization’s hierarchy. VCIOs are sometimes also responsible for technology

implementation and management.

What does the Service Desk consist of?

The Service Desk consists of Intake, Incident Team, Service Request Team, and Provisioning

 What is an ITSM?

An ITSM platform is a software solution that helps organizations

efficiently manage their IT service delivery processes. ITSM platforms

generally include a robust set of features and functionality for automating and

optimizing key IT Service Management (ITSM) processes such as incident

management, problem management, change management, and asset management.

What is problem management?

In ITIL, problem management is a proactive process that handles

the underlying causes of incidents and problems. The goal of problem management

is to reduce the number and impact of incidents and problems on the business.

What is change enablement?

Change enablement (formerly management) is a critical process in any ITIL-based

organization. It helps ensure that changes to the IT infrastructure are made in

a controlled and consistent manner, minimizing the risk of disruption to

business operations.

What is request management?

Request management is a process within the ITIL framework that

is responsible for managing requests from customers and ensuring that they are

fulfilled in a timely and efficient manner. The process includes tasks such as

logging and categorizing requests, prioritizing requests, and assigning them to

the appropriate resources.

What is Halo?

It the center point of all of Service Desk’s client and ticketing tracking.

What is an Incident?

An incident is an unplanned event that causes, or could have

caused, an interruption to an IT service.

What is a Request?

A Request is asking for a new or additional feature/application.

What is an alert?

An alert is a notification generated by a system that is sent to

one or more individuals to communicate information about an event that has

occurred.

What does CMDB mean?

The Configuration Management Database (CMDB) is a repository

that contains all of the configuration items (CIs) in an organization’s IT

infrastructure.

What is a CI?

A Configuration Item (CI) is an entity that needs to be managed

in order to deliver an IT service. CIs are often configured and changed in

order to support the business processes. They include hardware, software,

documentation, people, and processes. The CMDB contains all the CIs and their

relationships

Who is the best referral source for new business?

Our existing clients and users are the best source if referrals

when they consistently have a great experience and give us positive feedback?

What does ticket kill rate mean?

The ticket kill rate is the percentage of tickets closed by a

support organization within a given period of time relative to the number of

tickets opened.

What is client experience score?

A client experience score is a metric that measures how

satisfied a customer is with their interactions with a company. It is typically

a numerical score, with higher numbers indicating higher levels of

satisfaction. The score can be used to help a company gauge customer

satisfaction level, identify areas for improvement, and track changes over

time.

What is ITIL?

ITIL stands for Information Technology Infrastructure Library.

ITIL is a framework of best practices for IT Service Management (ITSM). It is

used to align IT services with the needs of businesses.

ITIL includes a comprehensive set of tools, processes, and

guidance for planning, delivering, and supporting IT services. It is designed

to help organizations improve service quality and reduce costs.

What does the VIP tag mean on a person and a ticket?

The VIP tag is set by the vCIOs or the vITMs. Generally VIPs are the executives, key decision makers, or key influencers within a client.

The tag is meant to provide awareness about that person, but does not currently contractually add any special entitlement.

It is at the discretion of the Service Team leaderships to expedite or increase priority as necessary to ensure a positive experience.