Service Manager

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Glossary

A
• activity
  An appointment, meeting, task, or other calendar entry scheduled by a user for that user, another user, a contact, or any combination.
• activity history
  Stores all the emails and notes related to the current record.
• administrator
  A user with Administrator permissions, which enables him or her to configure HEAT and grant access to other users.
• alert
  A notice that appears at the top of a dashboard.
• announcement
  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.
• approval
  The action of officially agreeing to something such as an incident or service request.
• attachment
  A file or web URL reference linked to a record.
B
• business object
  Any key business component that you want to track and manage. Examples include incidents, tasks, configuration items, attachments, audit history, contacts, and notes.
C
• category
  Displays search groups, quick actions, and reports in user-defined folders.
• change
  A process for assessing and reducing the impact and risks of proposed changes.
• Change Approval Board
  The people who approve the financial, technical, and operational impact of a request for change.
• Chat Zone
  The area in the Social Board where users can chat with each other.
• comment
  A message that is added to an original message on the Social Board.
• configuration
  A group of configuration items working together to deliver an IT service, or a recognizable part of an IT service.
• contact
  In HEAT Software USA Inc., 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.
• counter
  An automatic character (number or letter) generator used to increment values.
• customer
  An individual or group of individuals with whom you have an existing or potential business relationship.
D
• dashboard
  One of many user-defined views of lists, multi-view lists, Outlook inbox, Outlook calendar, images, web browsers, link lists, and charts.
F
• FAQ
  A frequently asked question.
• field
  A piece of information within a business object. For example, fields in an employee object may include name, title, and location.
• form
  A graphical display containing fields used to display and capture information.
• full-screen mode
  Viewing mode where you do not see the header bar and top-level tabs; you only see the current business object record or workspace.
H
• home page
  A dashboard named Home Page scoped at a personal, role, or global level.
I
• incident
  A event indicating an interruption or reduction in service.
• issue
  Another term for an incident.
K
• knowledge
  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.
• Knowledge Advisory Board
  By default, there are six Knowledge Advisory Boards: five for the default knowledge collections plus a default board for new knowledge collections.
• knowledge article
  A topic with information on a particular subject.
• Knowledge Base
  Repository for knowledge articles.
• Knowledge Center
  Another term for the Knowledge Base.
• Knowledge Management
  The central process responsible for providing knowledge to all other HEAT processes.
L
• lifecycle
  The series of states through which a business object record passes (for example, an incident may start as open then move to closed).
• list
  A tabular display for viewing multiple records at a time.
M
• milestone
  A step that marks a significant change or stage in development.
• module
  A specific software-based process used to support a HEAT workflow.
N
• notification
  A message to users about the system. It appears to users when they log in for the first time, but not after that.
O
• organization
  In HEAT Software USA Inc., a group of individuals with whom you have an existing or potential business relationship.
• organizational unit
  A business unit that subscribes to a service level package.
P
• priority
  The criteria that determine when business objects are processed. Based on urgency and impact.
R
• record
  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.
• release
  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.
• Release Review Board
  Performs a post-implementation review of milestones.
• report
  A display of information captured from the HEAT database.
• request offering
  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.
• role
  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.
S
• search
  Helps you easily find information in a record.
• Self Service
  Users logging in as Self Service see the Self Service home page. These users can create service requests, report issues, and approve requests.
• service
  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.
• Service Catalog
  How customers order products and services from your organization. One or more IT systems enabling a business process.
• Service Desk
  A single point of contact for users and customers.
• Service Desk Analyst
  Service Desk Analysts typically aid Self Service users if they need to create, manage, and update service requests.
• Service Desk Console
  The console where most users interact with the application, creating incidents, resolving problems, running reports, and so on.
• service request
  A request to IT for an activity that has a well-defined IT procedure.
• Social Board
  A place to post and view messages to other users.
• survey
  A way to find out how well a process is running.
T
• team
  A pool of employees who can be assigned tasks.
• template
  A record with several fields already completed by default.
U
• URL
  Uniform Resource Locator (URL) is a unique address on the World Wide Web.
• user
  An individual who works in the HEAT system. Each user possesses a user account that defines important security information.
• user interface
  The screen area of the HEAT Service Management application, comprised of elements including the toolbar, navigator bar, and workspace.
W
• workflow
  A business process that can be triggered by a user action, a time-based event, or another business process.
• workspace
  Displays forms and dashboards for the modules. Workspaces are specific to the different user roles.