Glossary
This page contains an exhaustive list of terms used in the Motadata ServiceOps product.
| Term | Description |
|---|---|
| Admin | The admin is the person who can configure all settings in the admin tab. |
| Agent | An agent is a software that is installed on the client machine to communicate with the ServiceOps server. Its work is to sends data from the client machine to the ServiceOps server. |
| Announcements | Announcements are broadcast alerts about important updates such as an upcoming release or downtime. It appears on the Dashboard. |
| Approver | An approver is the person who approves the request within the Support Portal. For example, Manager. |
| Asset | Assets are tangible and intangible things found in the organization’s environment. The different types of assets include, hardware, software, consumable, and non-IT assets. |
| Asset Management | A process to track and manage IT assets throughout their lifecycle, including procurement, deployment, maintenance, and disposal. |
| Automation | The use of tools, workflows, or scripts to perform repetitive tasks without manual intervention. |
| Audit Trail | Audit Trail keeps track of all the changes that take place in the portal. |
| Canned Responses | These are Response Templates used to send standard responses to the common requests. |
| Change Advisory Board (CAB) | A group of stakeholders responsible for evaluating and approving change requests to minimize risk and disruption. |
| Configuration Item (CI) | Any asset, service component, or other entity managed in a Configuration Management Database (CMDB). |
| Configuration Management Database (CMDB) | A centralized repository containing information about all CIs and their relationships. |
| Maximum Reponse Time | The maximum amount of time taken to respond to a logged ticket. The first response time refers to the time taken to respond to a ticket for the very first time after it was logged. |
| Maximum Resolution Time | The maximum amount of time taken to resolve a ticket and bring it to closure. |
| Change Management | Change management is an approach with standard methods to process the changes in the IT infrastructure. It includes planning and a workflow to minimize the negative impact during and after the change is processed. |
| Problem Management | Problem Management is a module using which you can log, analyze, and resolve the problems. |
| Reactive Problems | These are known problems in the system that have relationships with one or more incidents. |
| Proactive Problems | These are anticipated problems that might occur at a future date. |
| Request Management | Request Management is a module using which you can log, analyze, and resolve the requests. |
| Incident Requests | These are requests raised when there is a failure or degradation of a service. For example: The Email Server is not Working. |
| Service Requests | These are requests raised for normal requirements like things and services. For example: Request to reset password or Request for a new Mouse. |
| Service Level Agreement (SLA) | An agreement between requestors and the IT service provider within an organization that define the timeline within which the service must be provided. |
| Operational Level Agreement (OLA) | A contract between internal teams that ensure the fulfillment of SLAs. |
| Underpinning Contract (UC) | An agreement between IT service providers or technicians and external vendors. |
| Technician | A person responsible for providing solution, handling requests, problems, changes, etc. to the requesters or users. |
| Technician Group | A group of technicians responsible for providing solution, handling requests, problems, changes, etc. to the requesters or users. |
| Requesters | Requesters are the end-users who access the portal to create and seek information regarding their requests. |
| Requester Group | Requester Groups are group of requesters that raise requests. |
| Dashboard | A dashboard is a visual representation of information that helps users monitor and analyze data. |
| Gantt View | A Gantt chart is a bar chart which provides a visual view of tasks scheduled over time. |
| ITIL | Information Technology Infrastrucuture Library (ITIL) is a framework that helps organizations standardize planning, delivery, and maintenance of IT services. |
| ITSM | IT service management is a set of practices, policies and procedures that help to manage the services delivered to end users. |
| Priority Matrix | It is a matrix that defines what priority should be implemented based on each combination of Urgency and Impact values associated with an incident. |
| Release Management | Release management is the process of coordinating the movement of a project into production environment where it can be consumed by end-users. |
| Service Catalog | A Service Catalog is a pre-defined list of service items. |
| Support Portal | The Support Portal is for the requesters who want to raise their requests related to any incident or service they require. |
| Support Channels | Support channels are mediums through which the technicians can provide assistance to the users. |