December 15, 2005 (Davis, CA) – Believe it or not! A “parent-child” relationship has nothing to do with Freud, a “jump and run” has nothing to do with COPS, a “hot swap” has nothing to do with reality TV and a “hub” is not a member of your family.

Take it from this “guru” common ordinary words mean something completely different to us techies. The Help Desk Dictionary has captured nearly 1000 eclectic terms from the technical to generally accepted slang. If it has something to do with help desks, we define it and re-define it in The Help Desk Dictionary.

The Help Desk Dictionary is an indispensable resource for help desk managers, technical analysts and IT managers who need a definitive source of industry service and support terms. The book defines key metrics, support models, certifications, industry organizations, service management methodologies, and technical terms from the desktop through the network all the way out to the WWW. Standardize the IT lingo in your organization with this addition to your information technology library!

From the Author

While analyzing the log files on our website it became apparent to me that many practitioners were looking for definitions of common help desk terms. In my research, I found many books devoted to call center terminology and some Web sites with help desk terms, but I could not find any book devoted to defining common help desk terminology.

Initially, I had planned to provide a free tool on the Web for help desk practitioners. As I began the process of listing common terms and defining them, it was clear that the sheer number of terms required a full-length book. The Help Desk Dictionary is the result of years of work, both as a practitioner and as a consultant.  

About the Author

For over 14 years, Julie Mohr has been passionate about service and support management. Her broad range of experiences include working as a Director of Professional Services for IHS Support Solutions, Consulting Practice Principal for ARC and Pomeroy, and Director of Outsourcing for Seneca. She has worked as a technical advisor to the Department of Education, a support manager at the National Institutes of Health and as a support analyst at NASA. Julie is a certified Helpdesk Director from Helpdesk 2000 and certified ITIL Service Master. Julie provides imaginative insight and dynamic leadership to transform IT service and support organizations into best practice, customer-focused environments.

The Help Desk Dictionary (ISBN 978-0974080857) can be ordered from Amazon. The retail price is $39.99. For more details visit

I.T. Gap Press is a publishing company founded in 2003 and publishes books on IT service management, governance, customer experience management, and leadership. Our mission is to publish books that would help service and support practitioners to understand service management and identify a strategy to improve.