Service Manager

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Glossary

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  • The Microsoft framework is a web-oriented software architecture for Internet services and application software. Based on Internet standards such as HTTP, XML, SOAP, and UDDI, .NET enables Internet users to integrate fax, email, and phone services, centralize data storage, and synchronize all of a user's computing devices for automatic update.
  • A
  • A service from Microsoft that stores and manages network-based entities such as applications, files, printers, and people.
  • An appointment, meeting, task, or other calendar entry scheduled by a user for that user, another user, a contact, or any combination.
  • Stores all the emails and notes related to the current record.
  • A HEAT Service Management business object that stores names and email addresses from the employee and external contact business objects. Users simply start typing a name in an address book-enabled field, and a list of names and email addresses appears.
  • Active Directory Federation Services, a service from Microsoft
  • A user with administrator permissions, which enables him or her to configure HEAT Service Management and grant access to other users. Also see system administrator.
  • An audit that can be used when it is not feasible to install a client agent, for example on a mission critical server. Agentless auditing allows you to audit a computer and collect its inventory data without deploying an agent to that computer.
  • A wizard that helps you create service level agreements.
  • A notice that appears at the top of a dashboard.
  • Shows subscribed services reserved for an organization from the dependent service point-of-view. Is automatically calculated based on the schedule called Service Allocation Calculation Daily Schedule.
  • A tag on a business object, business object group, business object relationship, or field identifying the item as a valid target. It is a property that identifies the purpose of the item so that other applications can identify or use that item.
  • Shows system messages for alerts such as downtime notices, service for maintenance or upgrades, potential virus threats, or other bulletin type messages that an organization needs to communicate to its employees.
  • A set of routines, protocols, and tools for building the software application.
  • A wizard used to to initially set up your modules.
  • The action of officially agreeing to something such as an incident or service request.
  • A business object relationship where the child business object is relevant to the parent business object but does not belong to the parent.
  • A file or web URL reference linked to a record.
  • A process that collects software and hardware configuration information from the computers and network devices in your organization.
  • A history of all the audits done in your organization. This gives you a picture of changes over a period of time.
  • B
  • Shows the configuration of a configuration item that has been reviewed and agreed upon and is marked to be under change control.
  • Uses AND, OR, and NOT as operators between expressions to produce results based on whether the complete expression is true or false. Also called logical.
  • Method to calculate when a time period has passed by counting the number of boundaries crossed.
  • A server-side tool for uploading business objects to the HEAT Service Management database.
  • Any key business component that you want to track and manage. Examples include incidents, tasks, configuration items, attachments, audit history, contacts, and notes.
  • A collection of business objects that can share fields. For example, the activity group contains the meeting and task business objects.
  • An affiliation between two business objects that allows the business objects to collaborate.
  • A legacy desktop client used to import business objects into HEAT Service Management.
  • A set of activities that performs a specific task.
  • A simplified automatic process made up of one or more triggers and one or more quick actions.
  • C
  • Displays search groups, quick actions, and reports in user-defined folders.
  • A process for assessing and reducing the impact and risks of proposed changes.
  • The people who approve the financial, technical, and operational impact of a request for change.
  • Automatically picks up all scheduled changes and presents the information in a graphical view.
  • A period when changes cannot be made.
  • The process of assessing and detecting any impact and potential risk that a proposed change could inflict on your organization.
  • Customizes how the Service Desk handles the change management process.
  • Ensures that changes are introduced into the organization with minimum disruption to existing services. The Change Manager can initiate a change request, but usually manages the change through its lifecycle.
  • A formal request for the implementation of a change.
  • A preferred time to implement a change.
  • The area in the Social Board where users can chat with each other.
  • An object that assists an appointed parent object in a relationship by supplying it with additional data.
  • A record that assists an appointed parent record in a relationship by supplying it with additional data.
  • A way to visually look at a configuration item or service and view the related services or configuration items (such as dependent on, hosted on, or managed by) in your organization.
  • Allows users to copy and paste text between applications.
  • A term for a HEAT Service Management deployment that is hosted by HEAT Software USA Inc..
  • Configuration management database. The primary database used to hold HEAT Service Management records.
  • A message that is added to an original message on the Social Board.
  • A workspace available to administrators that lists all of the quick actions and workflows that use the Send Email quick action.
  • A group of individuals with whom you have an existing or potential business relationship.
  • The process of assigning a computer to a user and installing the required operating system and other software.
  • A user who is currently logged into the application but is not a named user.
  • A group of configuration items working together to deliver an IT service, or a recognizable part of an IT service.
  • Shows the configuration of a configuration item that has been reviewed and agreed upon and is marked to be under change control. Using the configuration baseline, the Configuration Manager views and compares all changes made to the configuration item. Establishing a baseline is useful in case it is necessary to back out after a change and restore the original configuration, or to rebuild a specific version of the configuration item at a later date.
  • Where administrators can set up the application, create dashboards, give roles various permissions, and many other configuration tasks.
  • A component that needs to be managed in order to deliver an IT service. Information about each configuration item is recorded in a configuration record within a Configuration Management Database (CMDB) and is maintained throughout its lifecycle by Configuration Management. Configuration items typically include IT services, hardware, software, buildings, personnel, and formal documentation such as process documentation.
  • The process used to maintain information about configuration items required to deliver an IT service, including their relationships.
  • See CMDB.
  • Responsible for the Configuration Management process and the Configuration Management Database (CMDB). The Configuration Manager has permissions to maintain all configuration items in the CMDB.
  • An individual with whom you have an existing or potential business relationship. A person who is member of an organization, whether (tenant) employee, customer contact, partner contact or other external contact.
  • A repository of internal or external contacts.
  • A business object relationship where the child business object belongs to and is dependent on the parent business object.
  • An item for displaying and capturing field information on a form (for example, a text box).
  • An automatic character (number or letter) generator used to increment values.
  • An index that contains all columns needed for a query. A search typically use indexes to speed up the resolution of which rows to retrieve, but then will go to the full table to retrieve the rows.
  • Cascading Style Sheet. Use to define how to display HTML elements. HEAT Service Management allows a limited amount of CSS control within the list highlighter.
  • A combination of a language and a country. Specified by two lower case letters that represent the language, then a dash, then two upper case letters that represent the country. An example is po-BR where po is the language (Portuguese) and BR is the country (Brazil).
  • A three-letter code that corresponds to a currency. See http://www.xe.com/iso4217.php for a list of ISO 4217 currency codes.
  • An individual or group of individuals with whom you have an existing or potential business relationship.
  • Adds internal customers or external customers who have purchased a product or service from your company and require support to your HEAT Service Management database.
  • D
  • One of many user-defined views of lists, multi-view lists, Outlook inbox, Outlook calendar, images, web browsers, link lists, and charts.
  • The place where you manage dashboards and dashboard parts.
  • A part consists of one of the following: list, tabbed part, Outlook inbox, Outlook calendar, image, web browser, link list, or chart.
  • Imports users from selected nodes in a directory server, allowing for attribute mapping. It also maps profiles to linked business objects such as managers and organizational units. Can be used to perform manual and scheduled synchronizations.
  • Used to import data from external sources into HEAT Service Management.
  • A field that stores a specific date using a format specified for date and time entries.
  • A derived business object is composed of fields from multiple business objects and does not actually contain data.
  • A report variable that includes data from the single specified variable.
  • E
  • Allows a user to create an incident directly from an email.
  • A special relationship where one special child record is embedded into the parent record. Both associates and contains relationships can be extended to an embedded relationship.
  • This type of change is usually a response to a failure or error that needs an urgent fix. Emergency changes must be made quickly and is usually recorded after the change has already been made.
  • A process that makes information unreadable by anyone except those who have a key that allows them to change the information to its original, readable form.
  • A user role that describes a person who logs into HEAT Service Management in the Self Service role to consume services, report issues, or use other tools within the solution. In the context of the Service Catalog, the end user is also known as the consumer.
  • A graphical representation of business objects and the relationships between them. The ERD enables you to see complex relationships clearly.
  • See entity relationship diagram.
  • An action taken when an event does not occur in a prescribed period.
  • A tool that executes escalations.
  • A role.
  • Consists of at least one operand (value) and can have one or more operators (words or symbols representing specific actions). For example, Contact.LastName equals Ameron.
  • Editor in which to create expressions.
  • A URL-based request offering that can be posted on an external website (such as an outside vendor site). Users click a link that enables them to access the request offering.
  • A task that is acted upon by an outside organization, usually with whom you have a contract for services.
  • F
  • A frequently asked question.
  • New product functionality that is first distributed outside the context of a product release. These features are usually included in the next full product release.
  • A piece of information within a business object. For example, fields in an employee object may include name, title, and location.
  • The field type refers to the physical category of the field (for example, text and date). A field type controls how the field data behaves in your system.
  • An incident resolved at the initial point of contact.
  • A graphical display containing fields used to display and capture information.
  • The editor in which you edit forms.
  • In the context of a web browser, a frame is a part of a web page or browser window that displays content independent of its container, with the ability to load content independently. The HTML or media elements that go in a frame may or may not come from the same web site as the other elements of content on display.
  • Viewing mode where you do not see the header bar and top-level tabs; you only see the current business object record or workspace.
  • A field that is defined as such within the business object. Applies to any field type, such as text or numeric.
  • An expression that captures continually changing variables such as the current date or time.
  • G
  • In IPCM, a gateway (or trunk gateway) is an interface that allows for the interface of PSTN equipment to a voice over Internet Protocol network.
  • A value defined throughout a tenant.
  • A global value is an expression that stores system-wide values. For example, you can use a global value to store the names of meeting rooms.
  • H
  • Used in security, hard locking is when you enter an incorrect password too many times and the system locks you out. The only way to fix this is to contact an administrator.
  • A cloud-based asset discovery and inventory management solution for multisite, multiplatform IT environments. The solution allows IT staff and service desk analysts to find, audit, and continually track every computer and server, every network printer and switch, every major operating system and application on the network, building a comprehensive and dynamically updated catalog of your complete IT inventory.
  • Installs the gateway software component for asset tracking purposes and conducts audits of the network software and configuration for compliance tracking purposes.
  • HEAT Desktop and Server Management. A tool that integrates with HEAT Service Management to automatically manage software installations and updates.
  • IP Communications Management
  • A client application (either the HEAT Voice agent dashboard or the HEAT Voice integrated toolbar) running on the computer of each agent and supervisor in the contact center. The HEAT Voice integrated toolbar provides basic call control functionality, such as answering, transferring, and dialing calls using a softphone or IP desk phone, and also notifying the server of the agent's availability to receive calls. The agent dashboard provides additional functionality for agents.
  • A dashboard named Home Page scoped at a personal, role, or global level.
  • See hours of operation.
  • A single package composed of one or more files used to address a problem in a product. Hot fixes address specific customer situations and are only available through a support relationship with Microsoft. Hot fixes may not be distributed outside the customer organization without written legal consent from Microsoft. Other terms include QFE (Quick Fix Engineering update), patch, and update.
  • The time designated as operation hours of the organization.
  • I
  • Internet Assigned Numbers Authority. The HEAT Service Management software UI identifies time zones as they appear in the IANA time zone database.
  • A persistent object that encapsulates information about user and its authentication method. Identity contains data that establishes it as a unique entity in a security realm.
  • A repository of users.
  • Internet Information Server. Microsoft's web server that runs on Windows NT platforms.
  • A event indicating an interruption or reduction in service.
  • The process of identifying, recording, classifying, and monitoring incidents until the impacted services are restored.
  • The process of identifying, recording, classifying, and monitoring incidents until the impacted services are restored.
  • Defines how your Service Desk manages incidents.
  • The amount of time that an incident is in the logged, active, or waiting for resolution state prior to being resolved or closed.
  • The amount of time that the incident is in the logged state.
  • Included fields are non-key fields, which means that they are not indexed and can be sorted in order of importance (as opposed to alphabetically). Included fields are included in a cover index, which helps to speed up searches without slowing down the database. Included fields can have data types not allowed in index key fields.
  • A field used to speed up searches. If a field is not indexed, the Microsoft SQL Server must walk through every row in the entire table to find matches. Indexed fields limit the search to only those fields containing relevant values. Note: Too many indexed fields slow down the database.
  • A collection of assets. Inventory includes HEAT Discovery and HEAT Desktop and Server Management (HEAT DSM) components
  • The discovery and auditing of assets or configuration items used in the organization and making sure that they are in the configuration management database.
  • The executors of messages that run on a server within the application. Invokers perform actions based on translated messages.
  • Another term for an incident.
  • Information Technology Financial Management. Part of the financial management capabilities of HEAT Service Management.
  • Information Technology Infrastructure Library. A set of practices for HEAT Service Management that focuses on aligning IT services with the needs of business.
  • K
  • An object containing problem-solving information (also known as an article) and stored in the knowledge database. Knowledge records are used by service desk users to input and retrieve solutions.
  • By default, there are six Knowledge Advisory Boards: five for the default knowledge collections plus a default board for new knowledge collections.
  • A topic with information on a particular subject.
  • Repository for knowledge articles.
  • Another term for the Knowledge Base.
  • The central process responsible for providing knowledge to all other HEAT Service Management processes.
  • Ensures knowledge is stored and shared among the various IT processes and gathers and analyzes information and knowledge. The goal of the Knowledge Manager is to improve efficiency by reducing the need to rediscover knowledge.
  • Problems for which the root causes have been identified and a workaround or a permanent fix has been identified, although the implementation of the permanent fix could be in the future.
  • Key Performance Indicator
  • L
  • A set of IT infrastructure components that support tenant instances of the same type (where type refers to production, staging, and UAT). The production landscape only contains the production instances of tenants, the staging landscape only contains the staging instances of tenants, and the UAT landscape only contains the UAT instances of tenants.
  • A collection of forms, tabs, and lists that shows the parent and child records of a business object. You can access a detailed view of the parent record.
  • Editor used to create and edit layouts.
  • Lightweight Directory Access Protocol, a directory service protocol that accesses directory information from an LDAP server with TCP/IP.
  • A wizard used to set up LDAP.
  • Governs the use of the HEAT Service Management software. There are two types of licenses: named users and concurrent users.
  • Maintains and tracks licenses for software in your organization and ensure compliance with the manufacturer's licensing requirements.
  • The series of states through which a business object record passes (for example, an incident may start as open then move to closed).
  • A system field in a parent business object. This field stores the child's RecID and category (if applicable).
  • A tabular display for viewing multiple records at a time.
  • The monitors of messages that run on a server within the application. Listeners wait for properly formatted messages, then perform the action specified in the listener properties.
  • A notation for representing a fixed value.
  • Provides the capability to display the user interface in a language- and culture-specific way.
  • A file that lists actions that have occurred.
  • Boolean field. A field that stores yes/no or true/false field data. Typically displayed using a checkbox or radio button.
  • The name a user employs to gain access to a customer database.
  • M
  • This type of change requires a lot of items and/or dependencies and may require other associated change requests.
  • See Mobile Device Inventory.
  • An IPCM term, the media server handles actual voice data transported using RTP (Real Time Protocol) protocol.
  • A scheduled activity that requires the participation of other people or resources, such as other HEAT Service Management users, meeting rooms, or contacts.
  • Manages communication from the IPCM integrated voice toolbar, used in applications such as ITSM Release 7.0 to communicate with the IPCM server. Also provides integrated security to support single sign-on.
  • Provides for and manages data integration between the HEAT Service Management application and external systems.
  • Describes attributes of the data, such as the objects, table structure, fields and their formatting, validation rules, etc.
  • The SNMP agent returns information contained in a Management Information Base (MIB). The MIB defines what information can be retrieved and what can be controlled.
  • A step that marks a significant change or stage in development.
  • Small changes or changes that have a small/minor affect are classified this way.
  • A service used with HEAT Discovery.
  • A specific software-based process used to support a HEAT Service Management workflow.
  • N
  • A user flagged as a named user. After a user is flagged as a named user, a named user license is consumed, whether the user is logged in or not.
  • Inventory Management is unable to scan the asset. Typical non-scanned items might include copiers, fax machines, and other non-network IT assets.
  • A message to users about the system. It appears to users when they log in for the first time, but not after that.
  • No value. A field that is blank.
  • A field that stores whole numbers.
  • O
  • A type of search that allows you to search other business objects while inside the current form.
  • See operational level agreement.
  • A term for a HEAT Service Management deployment that is hosted by an organization rather than by HEAT Software USA Inc..
  • What a functional team within an organization promises to each other to support a service level agreement. The agreement describes the responsibilities of each internal support group toward other support groups, including the process and time frame for delivery of their services.
  • HEAT Operations Console. Used to migrate data between tenant instances. For advanced users only.
  • A group of individuals with whom you have an existing or potential business relationship.
  • A business unit that subscribes to a service level package.
  • The server that handles the outgoing emails.
  • A configured integration allowing Microsoft Outlook and HEAT Service Management to share email, appointment, and meeting request information.
  • P
  • The appointed center or nucleus of a relationship.
  • A system field in a child business object. This field stores the parent's RecID and category (if applicable).
  • The appointed center or nucleus of a relationship in the database records.
  • A list of values shown in a drop-down list or combo box. Pick lists supply other business objects with field values and are stored as child business objects in a relationship.
  • A type of field that contains a unique value to differentiate this record from all others. You must have one and only one primary key field for each business object. By default, this field is RecID. This field must always contain a value and cannot contain a NULL value. HEAT follows Microsoft SQL rules for primary key fields.
  • A type of field that contains a unique value to differentiate this record from all others. You must have one and only one primary key field for each business object. By default, this field is RecID. This field must always contain a value and cannot contain a NULL value. HEAT follows Microsoft SQL rules for primary key fields.
  • The criteria that determine when business objects are processed. Based on urgency and impact.
  • Multiple incidents exhibiting common symptoms or a single incident with no known cause.
  • A process designed to eliminate recurring incidents from the IT infrastructure.
  • Responsible for managing the lifecycle of all problems. The primary objectives of the role are to prevent incidents from happening and to minimize the impact of unavoidable incidents. The Problem Manager undertakes research for the root causes of incidents, and tries to make sure that interruptions are eliminated.
  • A group of people who manage problems. This is done through analyzing incidents as they happen, reviewing historic trend data, and staying current with industry news and vendor updates. The PRB must include representation from relevant individuals to effectively review incident trend data for reactive Problem Management as well as searching for risks from a proactive stance.
  • Q
  • A search question based on an expression or expressions that tells HEAT Service Management what data to retrieve from the database. Used with searching.
  • A user-defined operation that performs one or more actions with a single click of the mouse.
  • Allows you to create and edit quick actions associated with the workspace or business object context.
  • R
  • A report parameter that includes the data between specified values.
  • A collective unit of business object data. For example, the collective information about a specific employee is called an employee record. A record is subject to the same rules as the business object that stores it.
  • The process of planning, designing, building, configuration, and testing of hardware and software in order to create release components ready for implementation in a live environment.
  • The process of designing, testing, and installing defined changes in the live environment.
  • Responsible for creating, managing, and executing all aspects of a release, such as preplanning, testing, documentation, and training.
  • Contains information about all the configuration items (for example, documentation, test plans, services, and so on) associated with a change and links to the release that is deploying the change.
  • Performs a post-implementation review of milestones.
  • Enables Service Desk Analysts to access and control a user machine, record the session, capture session chat, and maintain a log of each session.
  • A Microsoft SQL feature used to publish a HEAT Service Management database to a shared server so that a disconnected user can access and use HEAT Service Management.
  • A display of information captured from the HEAT Service Management database.
  • Creates report templates, uses the report templates to create reports, and provisions or makes available those reports to various other roles.
  • A discrete or ranged report variable that can be changed at runtime.
  • The same as a request offering.
  • Customizes how the Service Desk handles request management processes.
  • A service item offered by a provider that an end user can request through the Service Catalog. For example, "Request for a new mailbox," and "Quarantine" are request offerings under the Email service.
  • Device-specific perspectives and activated modules designed to enable users to see modules and perspectives relevant to their work or position. Individual users log in using a selected role.
  • A process that displays related records on the current business object record.
  • S
  • Security Assertion Markup Language
  • A search that is saved for future repeated use. Saved searches provide the most flexibility in creating complex searches. By saving searches, you can quickly perform a search task without the need to manually enter all of the search conditions each time.
  • A scan is an automated method of collecting information about a computer or other IT asset on the network. Information collected by the scan includes device name, IP address, and so forth.
  • System Center Configuration Manager, formerly Systems Management Server, is a systems management software product by Microsoft for managing large groups of computers running Windows, Windows Embedded, Mac OS X, Linux or UNIX, as well as various mobile operating systems such as Windows Phone, Symbian, iOS and Android.
  • Displays user-specific or global search groups, quick actions, or reports.
  • Used to easily determine the level of customer satisfaction from a number of factors.
  • See service desk analyst.
  • See service desk manager.
  • Helps you easily find information in a record.
  • Displays the search criteria entered in a saved search when using a filter.
  • An assembly of users with the same rights in the customer system.
  • A broadly released fix for a product-specific, security-related vulnerability. Security vulnerabilities are rated based upon their severity, in accordance with Microsoft security bulletins.
  • Users logging in as Self Service see the Self-Service Portal. These users can create service requests, report issues, and approve requests.
  • Defines the display of the Self-Service Portal and specifies which users can access it.
  • Self Service Mobile users see the Self Service Mobile interface. These users can create or view service requests, report issues, and approve requests.
  • A generally defined framework for actions or items that are provided to an end user. Specific actions, items, response times, and other details are not part of a service definition; those details are defined in service level packages, request offerings, and service level agreements. Instead, a service provides the basis for those detailed definitions. An example of a service is email. After a service is defined, end users do not see or request the service itself. Instead, they use the Service Catalog to view and submit request items, which are features that are based on the service and that you (as a service owner) define and make available to them. Multiple request offerings can be based on the same service.
  • How customers order products and services from your organization. One or more IT systems enabling a business process.
  • A single point of contact for users and customers.
  • Service Desk Analysts typically aid Self Service users if they need to create, manage, and update service requests.
  • Defines the access and workflow for information collected and acted upon by your company's service desk.
  • The console where most users interact with the application, creating incidents, resolving problems, running reports, and so on.
  • Responsible for effectively managing the Service Desk and incident management process. Oversees Service Desk Analysts as they resolve incidents and fulfill service requests.
  • A constant process that involves creating agreements with customers, implementing processes to meet those agreements, and then monitoring and reporting on the success.
  • An agreement between the service provider and the customer documenting the agreed upon service levels for the service.
  • Aims to negotiate service level agreements with the customers and to design services in accordance with the agreed service level targets.
  • The level of service provided to a customer. A defined level of utility and warranty for a particular service package. Each service level package is designed to meet the needs of a particular pattern of business activity.
  • A distinct measurement of service to be provided based on time and percentage of compliance: delivery target, response target, and resolution target.
  • Creates and owns service offerings in the Service Catalog.
  • A tested, cumulative set of all hot fixes, security updates, critical updates, and updates. Security packs may also contain additional problem fixes since the release of the product and a limited number of customer-requested design changes or additional features.
  • A request to IT for an activity that has a well-defined IT procedure.
  • The amount of time that the service request is in the submitted state.
  • A wizard that helps you create service requests.
  • A field in a business object group that is shared by one or more members.
  • Similar to type classification of major, except that significant might need to be divided into several partial subsequent changes that together would constitute a large significant change, depending on the policies and requirements of your organization.
  • Enables users to maintain secure access across a range of external systems and web applications.
  • Session Initiation Protocol, an IPCM term.
  • This ICPM component provides telephone number-to-IP address mapping for all SIP-enabled extensions, including the voice server and agent phones. The soft switch also provides conditional call forwarding, ensuring fault tolerance and reliability by spanning call volumes on multiple gateways. It acts as an SIP registrar, allowing SIP extensions to register IP addresses and use dynamic IP addresses. The switch provides security for extensions that have user names and passwords set up in the dial plan, as the extension must provide valid credentials for registering with the SIP server. Extensions specified with a trusted IP address cannot register (i.e., they cannot change their IP addresses). The switch connects with a telephony gateway through which IPCM accesses a public phone network such as the United States Public Switched Telephone Network (PSTN).
  • See service level agreement.
  • Part of a multi-tenant data configuration, used in the universal worklist.
  • See service level management.
  • See service level package.
  • See service level target.
  • Microsoft System Management Server (SMS) provides a comprehensive solution for change and configuration management for the Microsoft platform. SMS capabilities include asset management, application deployment, patch management, Active Directory integration, and mobility management.
  • Simple Network Management Protocol. A network monitoring and control protocol. Computers and devices on the network run an agent that sends alerts when network issues are identified. SNMP communicates with the agent to obtain status information.
  • See service owner.
  • A place to post and view messages to other users.
  • Used in security, soft locking is when you enter an incorrect password too many times and the system locks you out for a certain amount of time. After that amount of time has passed, you can try to log in again.
  • Microsoft SQL Server Reporting Service. An application developed by Microsoft from which you can build templates to run custom reports within HEAT Service Management.
  • An employee who might have a stake in the outcome of a record or approval.
  • This type of change is performed on a regular basis and is considered routine. Standard changes are typically created through one of the various change templates available. A user cannot create a standard change in the same fashion as other changes.
  • An IPCM server component that tracks the activities of agents, interactions, and calls to provide real-time statistics and historical reporting. The Statistics and Metrics Engine stores statistical data in the IPCM database.
  • A procedure, or block of code, within the database that executes a particular action.
  • Editor in which to set styles.
  • A special read-only form. A summary is often used on a layout to display parent-child business objects.
  • A way to find out how well a process is running.
  • An individual or group, typically with a defined level of computer expertise, responsible for the installation, administration, and security of an organization's client and server hardware and software.
  • A required field.
  • Preset specifications that control the appearance and operation of the HEAT Service Management application for all users.
  • T
  • Stores data in a database using cells (fields), rows (records), and columns. All information in a table is a dataset.
  • A dynamic placeholder for inserting data.
  • An activity assigned to a user that tracks a defined effort, typically part of a larger action or activity.
  • Lists external tasks used throughout HEAT Service Management.
  • Transmission Control Protocol (TCP) provides a connection-oriented data transfer. It ensures a connection exists between the sender and the receiver before beginning the data transfer. TCP will track errors and retransmit as needed.
  • A pool of employees who can be assigned tasks.
  • A record with several fields already completed by default.
  • A HEAT Service Management system for a particular customer or application.
  • A field that stores letters, numbers, and punctuation.
  • Text that appears when users hover their mouse over a help icon on the page.
  • Allows you to add, organize, delete, and customize toolbar items. Toolbar items include quick actions, commands, separators, and blank buttons. Each toolbar item (except separators) can contain additional menus.
  • A change (such as an addition, deletion, or modification) to the system configuration. For example, a change to a business object, form, list, workflow, validation data, and so on.
  • Lets you customize the text strings used in Self Service for each supported locale.
  • Data-based conditions or criteria-based conditions that, when they become true, trigger the execution of the associated quick actions in a business rule.
  • An IPCM term, a trunk is a segment in a data communications transmission system that can provide many users with access to a network by sharing multiple lines or frequencies.
  • A domain from which your organization expects a certain level of security of information and allows receiving of emails. Only domains that you place on the trusted domain list can expect you to receive their emails.
  • U
  • Underpinning Contract. A contract with an external supplier for the delivery of services.
  • User Datagram Protocol (UDP) provides a connectionless data transfer. It does not guarantee delivery of the data and errors are not retransmitted. SNMP uses UDP (rather than TCP) as the protocol for transporting data.
  • A contract between an IT service provider and a third party. The third party provides goods or srvices that support delivery of an IT service to a customer. The underpinning contract defines targets and responsibilities that the service provider uses to determine service level targets and packages.
  • A field in a business object group that is used by a particular member.
  • The ability to view a list of items from multiple user workslists on one workspace.
  • When performing an inventory scan, if the system does not detect the configuration item type or operating system for a device, it is considered an unknown device.
  • A broadly released fix for a specific problem, addressing a non-critical, non-security related issue.
  • A tested, cumulative set of hot fixes, security updates, critical updates, and updates that are packaged together for easy deployment. A rollup generally targets a specific area, such as security or a specific product component, such as IIS (Internet Information Services).
  • Uniform Resource Locator (URL) is a unique address on the World Wide Web.
  • An individual who works in HEAT Service Management. Each user possesses a user account that defines important security information.
  • The screen area of the HEAT Service Management application, comprised of elements including the toolbar, navigator bar, and workspace.
  • Allows you to add users to the system and to assign them to specific roles.
  • Coordinated Universal Time, abbreviated "UTC". UTC is the primary time standard by which the world measures time. It represents the mean solar time at 0° longitude, within one second. UTC does not observe Daylight Saving Time (DST). It is a successor to Greenwich Mean Time (GMT).
  • V
  • Data that is confirmed by the application to conform to defined constraints.
  • A field that can be populated only with valid values already stored in HEAT Service Management.
  • A business object list that is linked to another object, usually a pick list.
  • Validates your workflow.
  • A service provider who is outside of your organization.
  • Discovers and audits virtual machines.
  • See virtual machine host auditor.
  • An IPCM term, this SIP extension provides telephony and voice functionality to IPCM applications, such as playing voice files, recording voice files, playing common data like numbers, currency amounts.
  • W
  • A place for users to store frequently-used business objects, similar to bookmarks or favorites.
  • Method to calculate when a time period has passed by counting the number of whole intervals passed.
  • Windows Integrated Security. Uses the security features of Windows clients and servers and the current Windows user information on the client computer.
  • Windows Management Instrumentation (WMI) is a programming interface (API) that allows devices and systems on the network to be configured, managed, and controlled. Utilizing Common Information Model (CIM), data is collected about system schemas, networks, applications, and devices.
  • A business process that can be triggered by a user action, a time-based event, or another business process.
  • A graphical tool that allows you to arrange blocks of activities using a drag-and-drop interface to create workflows.
  • Executes the activities created within the Workflow Designer.
  • A list of items (usually issues, changes, or problems). Typically the result of a saved search.
  • Displays forms and dashboards for the modules. Workspaces are specific to the different user roles.
  • X
  • Extensible Markup Language (XML) is a specification developed by the W3C. XML is a pared-down version of SGML, designed especially for Web documents, and allows designers to create their own customized tags and thus enabling the definition, transmission, validation, and interpretation of data between applications.
  • Y
  • Where you enter basic information about the tenant account, including the defaults to use throughout HEAT Service Management, such as your default time zone and currency.

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