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Glossary of terms [H]

TERM DEFINITION
Help Desk (Service Desk) A point of contact for Users to log Incidents. A Help Desk is usually more technically focussed than a Service Desk and does not provide a Single Point of Contact for all interaction. The term Help Desk is often used as a synonym for Service Desk.
Hierarchical Escalation Informing or involving more senior levels of management to assist in an Escalation.
Hot Standby Synonym for Immediate Recovery


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