Glossary of Key Terms
Decode the acronyms, demystify the concepts.
This glossary defines common terms used across the ServiceOps platform and documentation. It is intended to help all users, from End Users to Administrators, understand the terminology used.
A
Active Directory (AD) : A directory service used for managing users and authentication in a network environment, often used with LDAP configurations.
ADFS (Active Directory Federation Services) : An Identity Provider from Microsoft that enables Single Sign-On (SSO) capabilities.
Admin : The person responsible for configuring all settings in the admin tab of the ServiceOps platform.
Agent : A software program installed on a client machine to communicate with the ServiceOps server. It sends data from the client machine to the server, enabling discovery and remote tasks.
Announcements : Broadcast messages about important updates, such as an upcoming release or scheduled downtime. Announcements typically appear on the user dashboard.
Approver : An individual responsible for approving requests within the Support Portal, such as a manager approving a leave request or a resource request.
Asset : Any tangible or intangible item within an organization's environment that has value. Assets can be categorized as hardware, software, consumable, or non-IT assets.
Asset Management : The process of tracking and managing IT assets throughout their entire lifecycle, from procurement and deployment to maintenance and eventual disposal.
Automation : The use of tools, workflows, or scripts to perform repetitive tasks without manual intervention, improving efficiency and consistency.
Audit Trail : A chronological record of all changes and activities that occur within the portal, providing a history for security and compliance purposes.
Azure AD : A cloud-based identity and access management service from Microsoft, used as an Identity Provider for SSO.
C
Canned Responses : Pre-written, standard responses (also known as Response Templates) used to quickly address common requests and inquiries.
Change Advisory Board (CAB) : A group of stakeholders responsible for evaluating and approving change requests to minimize potential risks and disruptions to IT services.
Change Management : A standardized approach to managing changes in the IT infrastructure. It includes planning and a defined workflow to minimize any negative impact during and after the change is implemented.
Configuration Item (CI) : Any asset, service component, or other entity that is managed within the Configuration Management Database (CMDB).
Configuration Management Database (CMDB) : A centralized repository that stores information about all Configuration Items (CIs) and their relationships with each other.
D
Dashboard : A visual representation of key information, metrics, and data points that helps users monitor and analyze performance and activities at a glance.
Deployment Model : Refers to the environment in which the ServiceOps platform is installed and operated, primarily categorized as On-Premise or SaaS.
G
Gantt View : A type of bar chart that provides a visual representation of tasks scheduled over time, commonly used in project management to illustrate project timelines and dependencies.
I
IMAP (Internet Message Access Protocol) : A standard email protocol for accessing email messages from a mail server. It allows users to view and manipulate messages as if they were stored locally.
Incident Requests : Requests raised when there is a failure or degradation of a service (e.g., "The email server is not working").
ITIL (Information Technology Infrastructure Library) : A framework of best practices for delivering and managing IT services, helping organizations standardize their planning, delivery, and maintenance processes.
ITSM (IT Service Management) : A set of practices, policies, and procedures used to manage the IT services delivered to end-users, focusing on customer value and alignment with business objectives.
J
JumpCloud : An Identity Provider that offers a cloud-based directory platform for managing users and devices.
K
Knowledge Base : A centralized repository for storing, sharing, and managing information and knowledge, such as FAQs, how-to guides, and troubleshooting instructions.
M
Maximum Response Time : The maximum amount of time allowed to respond to a logged ticket for the first time after it was created.
Maximum Resolution Time : The maximum amount of time allowed to resolve a ticket and bring it to a closed state.
O
Operational Level Agreement (OLA) : A contract between internal teams within an organization that defines their responsibilities and ensures the fulfillment of Service Level Agreements (SLAs).
Okta : A cloud-based Identity Provider that allows users to securely connect to their applications.
On-Premise : A deployment model where the ServiceOps software is installed and runs on computers on the premises (in the building) of the person or organization using the software, rather than at a remote facility such as a server farm or cloud.
OneLogin : An Identity Provider that offers a unified access management platform for secure SSO.
P
Priority Matrix : A matrix that defines the priority of an incident based on its Urgency and Impact values.
Problem Management : The module used to log, analyze, and resolve underlying problems in the IT environment. It aims to prevent future incidents.
Proactive Problems : Problems that are anticipated and identified before they can cause incidents.
R
Reactive Problems : Problems that are identified in response to one or more existing incidents.
Release Management : The process of planning, scheduling, and controlling the movement of a project or software build into a live production environment where it can be used by end-users.
Request Management : The module used to handle all incoming user requests, including logging, analysis, and resolution. It covers both Incident Requests and Service Requests.
Root Cause Analysis (RCA) : A systematic investigation method used in Problem Management to identify the fundamental cause of a problem, aiming to prevent its recurrence.
Requesters : End-users who access the support portal to create and track their requests for services or support.
Requester Group : A logical grouping of requesters, often based on department, location, or role.
S
SaaS (Software as a Service) : A software licensing and delivery model in which software is licensed on a subscription basis and is centrally hosted. It is also known as "on-demand software".
Service Catalog : A pre-defined list of available services that users can request through the support portal.
Service Desk : The single point of contact between a service provider and users for all IT-related issues. It manages incidents and service requests and handles communication with the users.
Service Level Agreement (SLA) : An agreement between the IT service provider and end-users that defines the expected level of service, including timelines for response and resolution.
Service Requests : Requests for standard, pre-approved services or items (e.g., a request to reset a password or for a new mouse).
Single Sign-On (SSO) : An authentication method that enables users to securely authenticate with multiple applications and websites by using just one set of credentials.
Support Channels : The various mediums through which technicians can provide assistance to users, such as email, phone, chat, or the support portal.
Support Portal : The web-based interface for requesters to submit and manage their requests, access the knowledge base, and interact with the IT support team.
T
Technician : A person responsible for providing solutions and handling requests, problems, and changes for requesters or users.
Technician Group : A group of technicians, often organized by expertise or function, responsible for handling specific types of requests or issues.
U
Underpinning Contract (UC) : An agreement between an IT service provider and an external vendor or third party that supports the delivery of services to customers.
W
WSO2 : An open-source Identity Provider that offers identity and access management solutions.