Computer Telephony Integration (CTI)
Allows a user to send commands to a telephone system from their computer, often via a central server. Allows call metrics to be collected.
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- Access Management
- Active Directory (AD)
- Active Directory Integration (ADI)
- Application Programming Interface (API)
- Asset Management (AM)
- Availability Management
- Business As Usual (BAU)
- Business Continuity Planning (BCP)
- Business Impact Analysis (BIA)
- Business Service Management (BSM)
- Call Tracking
- Central Computer and Telecommunications Agency (CCTA)
- Change Advisory Board (CAB)
- Change Management Process
- Change Request (CR)
- Computer Telephony Integration (CTI)
- Configuration Item (CI)
- Configuration Management Database (CMDB)
- Content Management System (CMS)
- Continual Service Improvement (CSI)
- Continuity of Operations Planning (COOP)
- Customer Relationship Management (CRM)
- Identity Management (IDM)
- Impact
- Incident
- Incident Management
- Independent Schools Examination Board (ISEB)
- Information and Communications Technology (ICT)
- Information Security Management System (ISMS)
- Information Technology Infrastructure Library (ITIL)
- Information Technology Service Continuity Management (ITSCM)
- Information Technology Service Management (ITSM)
- International Service Management Standard (ISMS)
- International Standards Organization (ISO)
- Office of Government Commerce (OGC)
- Open Source Software
- Operational Level Agreement (OLA)
- Organizational Unit (OU)
- Password Management
- Password Reset Software
- Plan Do Check Act (PDCA)
- Priority
- Priority Matrix
- Problem (ITIL)
- Problem Management
- Product Life Cycle (PLC)
- RAG Chart
- Rapid Problem Resolution (RPR)
- Remote Diagnostic Software
- Request
- Request for Change (RFC)
- Request for Information (RFI)
- Root Cause Analysis (RCA)
- Service Design (SD)
- Service Desk
- Service Desk Institute (SDI)
- Service Desk Software
- Service Level
- Service Level Agreement (SLA)
- Service Level Management (SLM)
- Service Operation (SO)
- Service Strategy (SS)
- Service Transition (ST)
- Single Point of Contact (SPOC)
- Small to Medium Business (SMB)
- Small to Medium Enterprise
- Software As A Service (SAAS)
- Software Asset Management (SAM)
- Software Development Kit (SDK)