SysAid’s A-Z Glossary of Terms
Boost your IT terminology knowledge with our extensive glossary.
Discover easily the meanings of key IT terms from A to Z.
AI Service Desk
The AI Service Desk is an innovative IT service desk solution that incorporates artificial intelligence (AI) technologies to provide intelligent and automated support to end-users.
AI Service Management (AISM)
AI Service Management (AISM) is a cutting-edge approach to IT service management that leverages artificial intelligence (AI) technologies to enhance service delivery and support.
Asset Discovery
Asset discovery refers to the process of identifying and cataloging all hardware and software assets within an organization's network.
Asset Inventory
Asset inventory refers to the comprehensive record and management of an organization's physical and digital assets, including hardware, software, and other resources.
Asset Management
Asset management refers to the process of tracking and managing an organization's physical and digital assets throughout their lifecycle.
Asset Monitoring
Asset monitoring involves continuously tracking the performance, health, and status of an organization's IT assets.
Asset Repository
An asset repository is a centralized database or system used to store and manage information about an organization's IT assets.
Asset Tracking
Asset tracking is the process of monitoring an organization's physical assets to maintain accurate records of their location and status.
BI Analytics (Business Intelligence Analytics)
Asset management refers to the process of tracking and managing an organization's physical and digital assets throughout their lifecycle.
Change Management
Change management is a structured approach to managing and controlling organizational changes to minimize disruptions and achieve successful outcomes.
Chatbots
Chatbots are AI-powered virtual assistants that use natural language processing to interact with users and provide automated support.
Cloud Help Desk
A cloud help desk is a web-based service desk solution hosted on cloud servers, enabling organizations to manage IT support and service requests efficiently.
Cloud ITSM
Cloud ITSM (Information Technology Service Management) refers to the delivery of IT service management solutions through cloud computing technology.
Cloud Native Applications
Chatbots are AI-powered virtual assistants that use natural language processing to interact with users and provide automated support.
Configuration Management Database (CMDB)
A Configuration Management Database (CMDB) is a centralized repository that stores information about an organization's IT assets and their relationships.
Dashboards
Dashboards are visual representations of key performance indicators (KPIs) and metrics that provide a quick and intuitive overview of an organization's performance.
Data Management
Data management involves the processes, policies, and technologies used to ensure the quality, integrity, and security of an organization's data.
Email Notifications
Email notifications in IT service management refer to automated messages sent via email to users, technicians, or stakeholders to provide updates on service-related activities.
Endpoint Management
Endpoint management refers to the process of centrally managing and securing end-user devices, such as computers, smartphones, and tablets, within an organization's network.
Enterprise Service Management (ESM)
Enterprise Service Management (ESM) is the practice of extending IT service management principles and practices to other business departments beyond IT.
Escalation Roles
Escalation roles in IT service management refer to predefined roles responsible for escalating unresolved or critical issues to higher-level support.
First Call Resolution
First call resolution (FCR) is a key performance metric in IT service management that measures the percentage of incoming calls resolved during the first interaction.
Green IT
Green IT, also known as Green Information Technology or Green Computing, refers to the practice of adopting environmentally friendly approaches and strategies within the realm of information technology.
Help Desk Software Solution
A help desk software solution is an integrated platform that allows organizations to manage, track, and resolve customer inquiries, IT issues, and service requests efficiently.
Help Desk Ticketing Software
Help desk ticketing software is a system that allows organizations to receive, manage, and resolve support tickets and service requests efficiently.
Hybrid and Composite Clouds
Hybrid and composite clouds combine public and private cloud infrastructure to create a flexible and versatile cloud environment.
Incident
An incident refers to any unexpected disruption, deviation, or event that impacts an organization's normal operation and requires immediate attention.
Incident Management
Incident management is the structured process of identifying, managing, and resolving disruptions to IT services to minimize their impact on business operations.
Instances
Asset tracking is the process of monitoring an organization's physical assets to maintain accurate records of their location and status.
Inventory
Inventory, in the context of IT management, refers to the complete list of hardware, software, and other technology assets owned and used by an organization.
Inventory Control Software
Inventory control software is a specialized tool that enables organizations to efficiently manage and optimize their inventory levels and stock.
IoT (Internet of Things)
AI Service Management (AISM) is a cutting-edge approach to IT service management that leverages artificial intelligence (AI) technologies to enhance service delivery and support.
IT Agent
In the field of IT service management, an "IT Agent" denotes an individual who assumes the crucial role of overseeing and resolving IT-related tasks and requests. In certain instances, the term "Agent" may also be interchangeable with "Admin IT" or "Technician IT".
IT Professionals
IT professionals refer to individuals who possess specialized skills and knowledge in Information Technology and provide technical expertise to organizations.
IT Self-Service
IT Self-Service refers to a system that allows users to find information, request services, and resolve IT issues on their own without the need for direct interaction with IT support staff.
ITAM: IT Asset Management Key Concepts Explained
IT Asset Management (ITAM) refers to the process of tracking and managing an organization's IT assets, including hardware, software, licenses, and contracts.
ITIL
ITIL (Information Technology Infrastructure Library) is a framework that provides best practices for IT service management to align IT services with business needs.
ITIL 4 Change Enablement
ITIL 4 change enablement is a practice within the ITIL framework that focuses on managing changes to IT services to ensure they are implemented smoothly and with minimal disruptions.
ITSM (IT Service Management)
ITSM (IT Service Management) refers to a strategic approach for designing, delivering, managing, and improving IT services to meet business needs.
ITSM AI
ITSM AI (IT Service Management Artificial Intelligence) refers to the integration of artificial intelligence and machine learning technologies into IT service management processes.
ITSM Cloud Solution
An ITSM Cloud Solution refers to a cloud-based service management platform that enables organizations to manage their IT services efficiently.
Java
Java is a versatile and widely used programming language known for its platform independence, robustness, and versatility in developing a wide range of applications.
Knowledge Base
A knowledge base is a centralized repository of information that provides users with a collection of articles, guides, and solutions to common issues.
Knowledge Management
Knowledge management involves capturing, organizing, and sharing information and expertise within an organization to improve decision-making and enhance problem-solving.
Log Management
Log management involves the collection, storage, and analysis of log data generated by various systems and applications to monitor and troubleshoot IT environments effectively.
Management Software
Management software refers to a category of tools designed to streamline and automate various management tasks, such as project management, team collaboration, and resource planning.
MDM System
A Mobile Device Management System (MDM) is a solution that allows organizations to manage and secure mobile devices used by employees.
Monitoring
Monitoring involves continuously observing and tracking IT systems, applications, and services to ensure their proper functioning and performance.
MSP
A Managed Service Provider (MSP) is a company or organization that offers IT services and support to other businesses on a proactive basis.
MTTR
MTTR (Mean Time To Resolution) is a key performance indicator (KPI) used to measure the average time it takes to resolve incidents or issues.
Network Discovary
Network discovery refers to the process of identifying and mapping devices, servers, and endpoints connected to an organization's network.
Network Monitoring
Network monitoring is the process of observing and analyzing the performance and health of a computer network.
Nodes
In IT, "Nodes" typically refer to devices or components within a network, such as computers, servers, and network devices.
On-Prem
On-Prem, short for on-premises, refers to software, applications, or systems that are deployed and maintained within an organization's physical infrastructure.
Password Reset
Password reset refers to the process of changing or recovering a forgotten password for a user account in an organization's system.
Patch Management
Patch management is the process of acquiring, testing, and deploying software updates or patches to fix vulnerabilities and improve system security.
Private Cloud
A private cloud is a cloud computing environment that is dedicated to a single organization and is not shared with other entities.
Problem Management
Problem management involves identifying and addressing the root causes of recurring incidents to prevent them from happening in the future.
Professional Services
Professional services refer to specialized expertise and support offered by professionals, consultants, or experts in various industries.
Quality Assurance
Quality Assurance (QA) is a systematic approach and set of processes designed to ensure that products, services, and processes consistently meet defined quality standards and customer expectations.
Remote Control
Remote control, in the IT context, refers to the ability to access and control a computer or device from a remote location.
Rest API
A Representational State Transfer Application Programming Interface (REST API) is a set of rules and protocols that enable different software applications to communicate with each other.
Routing Roles
Routing roles in IT service management refer to defined roles responsible for directing and assigning tasks or issues to appropriate individuals or teams.
SaaS
SaaS, or Software as a Service, is a cloud computing model where software applications are hosted and provided over the internet on a subscription basis.
Self-Service Portal
Remote control, in the IT context, refers to the ability to access and control a computer or device from a remote location.
Server Inventory Software
Server inventory software is a tool that helps organizations keep track of their server hardware and software components.
Service Catalog
A service catalog is a centralized and structured list of IT services offered by an organization to its users and customers.
Service Desk
The service desk is the central point of contact within an organization for users seeking IT support and assistance.
Service Level Agreement
A service level agreement (SLA) is a formal agreement between a service provider and a customer that outlines the expected level of service.
Service Orchestration
Service orchestration refers to the automated coordination and execution of various IT tasks and processes to deliver seamless and efficient services.
Single
In IT service management, "single team" and "multiple teams" refer to the organization of IT staff responsible for different tasks and functions.
Sites
In IT, "sites" refer to physical locations, remote offices, or branches where an organization's IT infrastructure and services are deployed.
SLA Management
SLA management involves the monitoring and enforcement of service level agreements to ensure that service commitments are met.
SLM (Service Level Management)
Service Level Management (SLM) refers to the process of defining, monitoring, and maintaining agreed-upon service levels with customers or users.
SLM (Software License Management)
Software License Management (SLM) involves tracking, managing, and optimizing an organization's software licenses to ensure compliance and cost-efficiency.
Software Asset Management
Software Asset Management (SAM) is a strategic approach to managing and optimizing an organization's software assets throughout their lifecycle.
TCO
Total Cost of Ownership (TCO) refers to the comprehensive assessment of all costs associated with owning and using an IT asset over its lifecycle.
Ticket Management
Ticket management refers to the process of receiving, logging, categorizing, and resolving IT service requests or incidents.
Ticketing Software
Ticketing software refers to specialized applications or platforms that automate the management and tracking of service tickets, facilitating efficient IT support.
Ticketing System
A ticketing system is a centralized platform that facilitates the management and tracking of support tickets or service requests.
Unified Endpoint Management
Unified Endpoint Management (UEM) refers to a comprehensive approach to managing and securing all endpoints in an organization, including devices, laptops, and mobile devices.
Virtual Agent
A virtual agent, also known as a chatbot, is an artificial intelligence-driven software application designed to interact with users and provide automated assistance.
Workflow Automation
Workflow automation refers to the use of technology to streamline and automate repetitive tasks and processes within an organization, improving efficiency and reducing manual intervention
Workflow Automation Software
Discover the power of Workflow Automation software to streamline business processes, execute workflows, and boost efficiency.
XML
Asset inventory refers to the comprehensive record and management of an organization's physical and digital assets, including hardware, software, and other resources.
Yellow Screen of Death
The term "Yellow Screen of Death" refers to a software error screen that appears in certain applications, indicating a significant issue or error that requires attention and resolution.
Zero-Day Vulnerability
A "Zero-Day Vulnerability" refers to a critical security flaw in software, hardware, or systems that is exploited by cyber attackers on the same day it becomes publicly known.
