1- What is service desk ?

- A service desk is a place where we provide technical support to the users.

2- what is troubleshooting ?
- Troubleshooting is a systemetic approch to problem solving that is often used to find and
correct issues with complex computers and softwere system.

3- what is WSUS server ?

- It stands for windows server update services. This server is responsible for installing the
patch /update file to clients.

4- what is SCCM ?
- microsoft system center configuration manager is a windows product that enebles the
management, deployment, and security of devices and application across an enterprise.
User and administrators is commonly use SCCM for endpoint proction, patch management
and softwere distrubution.

5- what is ITIL ?
- ITIL stands for information infrastructure libraey . It is a framework degined to
standradize the selection, planning, delevery maintenance and overall lifecycle of IT
services within a business. The goal is to improve efficiency and achieve predictable
service delivery.

6- what is incident ?
- any unplanned or sudden intrruption to the IT services that degrades the performance is
knowm as incident.

7- what is problem ?
- when any incident is getting repeated over and over again then it becomes problem.

8- what is RAC ?
- RAC stands for root cause analysis. It is the root cause of any incident that tells us what
the reason behind that issue.

9- what is workaround ?
- it is temporary solution to a technical isuue untill permanent resolution is in place.

10- what is service request ?

- when any user is asking for any IT assests that will be treated as service request.

11- what is SLA ( service level agreement ) ?

- it stands for service level agreement . It is an agreement between the users and IT service
providers that decides the time frame under which the resolution has to be provided.

12- what is OLA ?

- it stands for organisational level agreement . It is an internal agreement between
organisational staff members in terms of rendering any service.

13- what is priority ?

- the degree of severity through which you will decide the preference to fix an issue is
known as priority .

14 – what is response time ?

- the time frame under which an engineer ( DESKTOP/ SERVICE DESK ENGINEER )
will have to response to user on ticket is response time.

15- what is resolution time ?

- the time taken by an egineer to resolve an is known as resolution time.

16- what is TAT ?

- it stands for turn around time .it is the deffernce between resolution and response time.