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== A ==
 
== A ==
* ''ASM:'' abbreviation for ''asset management''.
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* ''Access management:'' according to ''ITIL®, t''he process responsible for allowing users to make use of IT services, data or other assets. Access management helps to protect the confidentiality, integrity and availability of assets by ensuring that only authorized users are able to access or modify them. Access management implements the policies of information security management and is sometimes referred to as rights management or identity management. In itmSUITE®, the typical activities required by ''access management'' can be dealt through ''service requests'' or ''changes''.
* ''Access management:'' TBD  
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* ''Action'': TBD
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* ''Action engine'': TBD
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* ''Active channel'': TBD
 
* ''Admin'': a special ''user type''. The ''admin'' may: perform basic configuration and create other ''users'' for the administered ''company.'' For more information, have a look to the ''[[admin]]'' page.
 
* ''Admin'': a special ''user type''. The ''admin'' may: perform basic configuration and create other ''users'' for the administered ''company.'' For more information, have a look to the ''[[admin]]'' page.
* ''Application language'': one of the languages for which itmSUITE® makes available the user interface (forms to interact and messages). See [[Multi language]] management.
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* ''Administrator'': resource with ''Admin'' characteristics
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* ''Admin kit'': TBD
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* ''Application language'': one of the languages for which itmSUITE® makes available the user interface (forms to interact and messages). See also ''business languages'' and [[Multi language]] management.
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* ''Application level role'': see ''role''.
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* ''ASM'': abbreviation for ''asset management''.
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* ''ASM view'': a view, defined by a list of columns, which is used to list ''configuration items''.
 
* ''Asset'': any element, physical or virtual, which can contribute to the successful management of the business area supported by itmSUITE®. An asset can be, for example, a PC, a printer, a software component, a table a machine, etc.
 
* ''Asset'': any element, physical or virtual, which can contribute to the successful management of the business area supported by itmSUITE®. An asset can be, for example, a PC, a printer, a software component, a table a machine, etc.
* ''Asset management:'' one of the ''modules ''of itmSUITE®. The full name of it is [[ItmSUITE® - Complementary modules#ASM - Asset Management|ASM - Asset Management]]. It allows to manage ''assets'',
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* ''Asset management:'' one of the ''modules ''of itmSUITE®. The full name of it is [[ItmSUITE® - Complementary modules#ASM - Asset Management|ASM - Asset Management]]. It allows to manage ''assets'', It can also refer to the asset management process according to the context. TBC.....
 
* ''Attribute'': a ''configuration item'' information (e.g. its name, location, date of purchase, etc.).
 
* ''Attribute'': a ''configuration item'' information (e.g. its name, location, date of purchase, etc.).
  
 
== B ==
 
== B ==
* ''Business language:'' TBD See [[Multi language]] management.
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* ''Balance'': TBD
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* ''BaseDN'': TBD
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* ''Baseline'': see ''configuration baseline''.
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* ''Billing'': a feature, part of the ''[[ItmSUITE® - Core modules#FM - Financial Management|FM - Financial Management]]'' ''module, ''enabling the possibility to create ''invoices'' based on ''timesheets'' or predefined amounts related, or not, to a ''delivery''.
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* ''Billing schedule'': a tranche of a ''sales contract'' to be invoiced. The billing schedule may be dependent or not on ''[[glossary|deliveries]]''.
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* ''Binding layer'': a graphical frame used in the [[ItmSUITE® - Core modules#CMS - Configuration Management System|CMS - Configuration Management System]] ''module. ''For any object placed in it the relationships between the objects placed and the objects represented by the frame are automatically created. So, for example, a  ''binding layer'' may represent an IT service and may be configured to generate the 'is component' relationships with the objects placed in it (e.g. a server is component of the IT service). ''Binding layers'' simplify the management and building of a ''CMS''.
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* ''Budget'': TBD
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* ''Business language:'' a language used by the itmSUITE® users to communicate within the business processes. See also ''application languages'' and [[Multi language]] management.
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* ''BIRT'': an open source software project that provides the BIRT technology platform to create data visualizations and reports that can be embedded into rich client and web applications. The itmSUITE® [[ItmSUITE® - Complementary modules#REP - Reporting Management|REP - Reporting Engine]] allows exactly this embedding. For further information, visit the [http://eclipse.org/birt/about/ BIRT website].
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* ''BIRT designer'': one of the two key components of ''BIRT ''allowing to create new reports which can be embedded in itmSUITE®.
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* ''BIRT engine'': the component of ''BIRT'' which allows the execution and rendering of reports created through the ''BIRT designer ''and embedded in itmSUITE® as ''.rptdesign'' files.
  
 
== C ==
 
== C ==
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* ''CAB'': abbreviation for ''change advisory board''.
 
* ''Change:'' according to ''ITIL®'', a ''change'' is the addition, modification or removal of anything that could have an effect on IT services. ''Changes'' are managed through the ''change management'' process and a ''workflow cartridge'' is available for the ''SM'' ''module'' which supports its execution according to the guidelines provided by ''ITIL®'' and ''ISO/IEC 20000''.  
 
* ''Change:'' according to ''ITIL®'', a ''change'' is the addition, modification or removal of anything that could have an effect on IT services. ''Changes'' are managed through the ''change management'' process and a ''workflow cartridge'' is available for the ''SM'' ''module'' which supports its execution according to the guidelines provided by ''ITIL®'' and ''ISO/IEC 20000''.  
* ''Change management'': according to ''ITIL®,'' the process responsible for controlling the lifecycle of all ''changes'', enabling beneficial changes to be made with minimum disruption to IT services. A ''workflow cartridge''is is made available for the ''SM module ''which supports the execution of the ''change management'' process according to the guidelines provided by ''ITIL® ''and ''ISO/IEC 20000''.
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* ''Change advisory board'': TBD
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* ''Change authority'': TBD
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* ''Change management'': according to ''ITIL®,'' the process responsible for controlling the life cycle of all ''changes'', enabling beneficial changes to be made with minimum disruption to IT services. A ''workflow cartridge''is is made available for the ''SM module ''which supports the execution of the ''change management'' process according to the guidelines provided by ''ITIL® ''and ''ISO/IEC 20000''.
 
* ''CI'': abbreviation for ''configuration item''.
 
* ''CI'': abbreviation for ''configuration item''.
* ''Clients'': TBD
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* ''Client'': a generic term that means a customer, the business or a business customer. itmSUITE® allows to manage ''client'' master data and ''client'' as an entity in ''workflows'' and ''modules''.
* ''Company'': a business organization (legal entity or simply a business unit or a department) which is defined and used for the aim of segregating data. Only''users''and''super admin''may be cross''company''while all the other information are managed at''company''level in itmSUITE®.
 
* ''Company working days calendar'': TBD
 
* ''Contact'': a referent person related to a ''client'' or a'' supplier'' and his/her information.
 
* ''Contract'': TBD
 
 
* ''CMS'': abbreviation for Configuration Management System.
 
* ''CMS'': abbreviation for Configuration Management System.
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* ''CMS DB'': TBD
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* ''CMS fat client'': a desktop application which enables to access ''CMS'' administration and reporting functionalities. See [[CMS fat client]] page for more information.
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* ''CMS server'': TBD
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* ''CMS web client'': a browser accessible application which enables to access and update ''CMS'' contents.
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* ''Closure cause'': TBD.
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* ''Company'': a business organization (legal entity or simply a business unit or a department) which is defined and used for the aim of segregating data. itmSUITE® is natively multi tenancy, meaning it allows to manage different ''companies'' in the same application instance. Only ''users ''login information (including the associated ''roles'') and ''super admin ''may be cross ''companies ''while all the other information are managed at ''company ''level.
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* ''Company calendar'': see ''company working days calendar''.
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* ''Company working days calendar'': the calendar specifying the working days and time for a specific ''company''.
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* ''Component: ''abbreviation for ''dashboard component''.
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* ''Configuration baseline'': TBD.
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* ''Configuration exploration'': a specific itmSUITE® functionality making possible, starting from a ''configuration item'', to analyse and graphically represent the relationship of it with other ''configuration items''. The number of levels and the scope of the exploration are defined at launch time. ''Configuration exploration'' is available if ''CMS'' ''module'' is installed. See also [[Configuration exploration]] page for more information.
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* ''Configuration item'': a specific type of ''asset ''which contributes to the delivery of an IT service.
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* ''Configuration management'': see ''service asset and configuration management''.'' ''
 
* ''Configuration management database'': (CMDB) organized repository of all elements of IT structure which undergo the configuration management process.
 
* ''Configuration management database'': (CMDB) organized repository of all elements of IT structure which undergo the configuration management process.
 
* ''Configuration management system'': a set of tools, data and information that is used to support service asset and configuration management. A dedicated ''module'' of ItmSUITE®, [[ItmSUITE®_-_Core_modules#CMS - Configuration Management System|CMS - Configuration Management System]], is dedicated to this.  
 
* ''Configuration management system'': a set of tools, data and information that is used to support service asset and configuration management. A dedicated ''module'' of ItmSUITE®, [[ItmSUITE®_-_Core_modules#CMS - Configuration Management System|CMS - Configuration Management System]], is dedicated to this.  
* ''Configuration item'': a specific type of ''asset'' which contributes to the delivery of an IT service.
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* ''Credit note'': TBD
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* ''Contact'': a referent person related to a ''client ''or a ''supplier ''and his/her information.
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* ''Contract'': generally, a legally binding agreement between two or more parties. itmSUITE® allows to manage ''contracts ''master data and ''contracts ''as an entity in various ''modules ''and functionalities. Contracts may be of two types:''sales contracts ''(with ''clients'') and ''purchase contracts ''(with ''suppliers'').''Purchase contracts ''are also often used to manage standard internal cost for ''resources''. This is an example of their flexible use, often for agreements which are not legally binding. ''Contracts'' management is made available only if the [[FM - Financial Management]] ''module'' is active.
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* ''Cost occurrence'': an actual cost which is recorded for a ''service ''and, optionally, for a ''ticket'' (therefore a process instance, such as a specific ''change'').
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* ''Cost occurrence dimension'': the type of ''cost occurrence''. Two alternative are possible: "Balance" or "Confirmed". The exact meaning is a convention. "Balance" may refer to an order confirmation while "Confirmed" to the actual occurrence of the cost (e.g. goods delivery).
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* ''Creator'': the ''user'' who creates a ''ticket''.
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* ''Credit note'': a form or letter sent by a seller to a buyer, stating that a certain amount has been credited to the buyer's. A ''credit note'' is issued in various situations to correct a mistake, such as when an invoice amount is overstated, correct discount  rate is not applied, etc. itmSUITE® allows to issue and manage ''credit notes'' within the [[FM - Financial Management]] ''module''.
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* ''Custom field'': see ''workflow custom field''.
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* ''Custom time ranges'': these are definitions of time frames.  These can be used in several other functionalities, for example by the ''self service configuration system''.
  
 
== D ==
 
== D ==
* ''Data sources'': TBD.
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* ''DashBoard'': TBD the dashboard ''module''.
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* ''Dashboard'': TBD (the elements managed by the DB module).
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* ''Dashboard component'': an object, e.g. graphic, which can be included in a ''dashboard''.
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* ''Data source'': is a name given to the connection set up to a database. In the context of ''workflow'' management this refers to the a set of data which is used to populate a ''workflow custom field''.
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* ''Data view'': views of data at data base level which can be used to create reporting or read operations. ''Data views'' shall not be confused with ''views''.
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* ''DB'': abbreviation for ''DashBoard''.
 
* ''DE'': abbreviation for ''discovery engine''.
 
* ''DE'': abbreviation for ''discovery engine''.
* ''Demand management: ''TBD
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* ''Decision matrix'': a rule which makes it possible to calculate the value of a target ''ticket'' ''workflow field'' based on the value of two other influencing (driving) ''workflow fields''.
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* ''Delivery'': an expected output of a'' [[glossary|project]]'' or ''[[glossary|service]]'', whether tangible or intangible.
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* ''Delivery type'': TBD.
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* ''Demand management: ''the process enabling the clients (and their delegated users) of services (e.g. IT services) to ask for new services or changes to those existing. The process includes the analysis and authorization steps needed to authorize the request and activate the fulfilment process (generally managed by means of ''change management'' or ''request fulfilment'' processes). '''<u>NOTE</u>''': this given definition of ''demand management'' is typical of some contexts (IT management in some countries) and does not fully match the ''ITIL®'' one nor the one commonly accepted in some business contexts (a planning methodology used to manage and forecast the demand of products and services). A ''workflow cartridge ''is made available for the ''SM module ''which supports the execution of the ''demand management ''process. See [[Demand Management]] page for more information on this configuration.
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* ''Deployment change'': TBD
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* ''Deployment change management'': TBD
 
* ''Discovery engine'': one of the ''modules'' of itmSUITE®. The full name of it is [[ItmSUITE® - Core modules#DE - Discovery Engine|DE - Discovery Engine]]. By installing its agents on IT components, it allows to gather information on hardware, software components and their relationships. The result of the discoveries may be imported in the ''CMS''.
 
* ''Discovery engine'': one of the ''modules'' of itmSUITE®. The full name of it is [[ItmSUITE® - Core modules#DE - Discovery Engine|DE - Discovery Engine]]. By installing its agents on IT components, it allows to gather information on hardware, software components and their relationships. The result of the discoveries may be imported in the ''CMS''.
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* ''Dynamic solution group'': it is a ''workflow field'' (therefore used in ''tickets'') which contains a list of ''groups''. ''Dynamic solution groups'' are currently 6: DSG1 (also named ''master solution group''), DSG2 (also named ''solution group''), DSG3 (also named "third solution group", DSG4, DSG5 and DSG6.
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* ''Document'': TBD
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* ''Document position'': a logical repository area  where ''documents'' can be stored. The logical repository areas are: "Project", "Timesheet Record", "Milestone", "Purchase Contract", "Sale Contract", "Resource", "Cost Occurence", "Delivery", "Ticket", "Service" and "Invoice/Credit Note".
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* ''DSG'': abbreviation for ''dynamic solution group''.
  
 
== E ==
 
== E ==
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* ''EAC'': abbreviation for ''estimation at completion''.
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* ''Earn'': TBD
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* ''Earned value'': TBD
 
* ''EEM:'' abbreviation for ''external event management''.
 
* ''EEM:'' abbreviation for ''external event management''.
* ''External event management: ''one of the ''modules ''of itmSUITE®. The full name of it is [[ItmSUITE® - Complementary modules#EEM - External Event Management|EEM - External Event Management]]. It facilitates the integration of events occurring in systems external to itmSUITE® with the functionalities of itmSUITE® itself or viceversa (e.g. the opening of an itmSUITE® ''ticket'' based on the content of an incoming email).
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* ''Estimation'': an overall economic evaluation of a ''service'' or ''project'' or a related to a specific ''ticket'' (process instance). The ''estimation'' may include the following types of costs: effort related (deriving from ''timesheets'' work declarations and associated ''purchase contracts''), expenses related (deriving from expenses declared in ''timesheets'' and the applicable ''purchase contracts'') and cost items related (deriving from specific cost elements such as investments or services). The evaluation may include three cost dimensions: budget, balance and forecast (budget + balance) at a specific ''estimation period''.
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* ''Estimation at completion'': TBD
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* ''Estimation competence period'': the ''estimation'' can be split in time frames (''estimation competence periods'') for which it is possible to view and update data. The ''estimation competence periods'' can be: the overall ''project'' or ''service'', years or months.
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* ''Estimation period'': the date at which all costs of an ''estimation'' are evaluated.
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* ''Estimation repository'': the logical repository where ''estimations'' related to ''projects'' or ''services'' (not those related to ''tickets'') can be saved and from where they can be later loaded.
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* ''Estimation to completion'': TBD
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* ''ETC'': abbreviation for ''estimation to completion''.
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* ''External event management: ''one of the ''modules ''of itmSUITE®. The full name of it is [[ItmSUITE® - Complementary modules#EEM - External Event Management|EEM - External Event Management]]. It facilitates the integration of events occurring in systems external to itmSUITE® with the functionalities of itmSUITE® itself or vice versa (e.g. the opening of an itmSUITE® ''ticket'' based on the content of an incoming email).
 
* ''Event type'': predefined types of occurring activities or outcomes in the domain of itmSUITE®. Examples of ''event types'' are the following: change of the status of a ''ticket activity'', assignment of a ''project activity'' to a ''resource'', a change of status of a ''ticket'', etc. ''Event types'' are associated to an ''event type template'' and sent according to the specified schedule (''notification''). See also [[Notifications management]] page.
 
* ''Event type'': predefined types of occurring activities or outcomes in the domain of itmSUITE®. Examples of ''event types'' are the following: change of the status of a ''ticket activity'', assignment of a ''project activity'' to a ''resource'', a change of status of a ''ticket'', etc. ''Event types'' are associated to an ''event type template'' and sent according to the specified schedule (''notification''). See also [[Notifications management]] page.
  
* ''Event type template'': the message template (an html file) related to an ''event type'' which is used when a notification for the ''event type'' is triggered.
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* ''Event type template'': the message template (an html file) related to an ''event type'' which is used when a notification for the ''event type'' is triggered. For more information on how to edit this type of file, see also [[Notifications management]] page.
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* ''Exploration'': see ''configuration exploration''.
  
 
== F ==
 
== F ==
* ''Filter'': it is a set of selection criteria to be applied to a ''view''. ''Filters'' can be created and distributed to ''users''.  See [[Filter management]] page for more details.
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* ''Filter'': it is a set of selection criteria to be applied to a ''view''. ''Filters'' can be created and distributed to ''users''.  See [[Filters management|Filter management]] page for more details.
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* ''Field'': see ''workflow field''.
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* ''Financial management:'' one of the ''modules ''of itmSUITE®. The full name of it is [[ItmSUITE® - Complementary modules#FM - Financial Management|FM - Financial Management]]. It allows to manage financial aspects (budget, balance data and forecasting) of ''projects'', ''services'' and their related entities (''project activities'', ''tickets'', and ''ticket activities'').
 
* ''FM:'' abbreviation for ''financial management''.
 
* ''FM:'' abbreviation for ''financial management''.
* ''Financial management:'' one of the ''modules ''of itmSUITE®. The full name of it is [[ItmSUITE® - Complementary modules#FM - Financial Management|FM - Financial Management]]. It allows to manage financial aspects (budget, balance data and forecasting) of ''projects'', ''services'' and their related entities (''project activities'', ''tickets'', and ''ticket activities'').
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* ''Form section'': see workflow form section.
  
 
== G ==
 
== G ==
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* ''Grant'': a permission given to a ''role'' to view a specific ''workflow field''. ''Grants'' are given for specific ''workflow statuses'' in the context of ''workflow'' configuration.
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* ''Grid mode'': a component which allows to manage records of data in a way similar to what happens in a spreadsheet. See [[grid mode]] for more information on the features and use of this component.
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* ''Grid search'': TBD
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* ''Group'': a team of people but also one of the ''workflow ''related ''roles.''For example,'' groups ''can be used to assign ''tickets ''and ''ticket activities''.
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* ''Group manager'': the resource coordinating or responsible for a'' group''.
  
 
== H ==
 
== H ==
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''Help editor'': TBD.
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== I ==
 
== I ==
 
* ''Impact analysis'': a functionality of ''CMS''. Starting from a ''configuration item'','' ''it allows to find the impact of its failure on  other ''configuration items'' of type IT service.
 
* ''Impact analysis'': a functionality of ''CMS''. Starting from a ''configuration item'','' ''it allows to find the impact of its failure on  other ''configuration items'' of type IT service.
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* ''Impact chain'': TBD.
 
* ''Incident:'' according to ''ITIL®'', an ''incident'' is an unplanned interruption to an IT service or reduction in the quality of an IT service. Failure of a configuration item that has not yet affected service is also an incident – for example, failure of one disk from a mirror set. ''Incidents'' are managed through the ''incident management'' process and a ''workflow cartridge'' is available for the ''SM'' ''module'' which supports its execution according to the guidelines provided by ''ITIL®'' and ''ISO/IEC 20000''.
 
* ''Incident:'' according to ''ITIL®'', an ''incident'' is an unplanned interruption to an IT service or reduction in the quality of an IT service. Failure of a configuration item that has not yet affected service is also an incident – for example, failure of one disk from a mirror set. ''Incidents'' are managed through the ''incident management'' process and a ''workflow cartridge'' is available for the ''SM'' ''module'' which supports its execution according to the guidelines provided by ''ITIL®'' and ''ISO/IEC 20000''.
 
* ''Incident management'': according to ''ITIL®, ''the process responsible for for managing the lifecycle of all ''incidents''. ''Incident management'' ensures that normal service operation is restored as quickly as possible and the business impact is minimized. A ''workflow cartridge ''is made available for the ''SM module ''which supports the execution of the ''incident management ''process according to the guidelines provided by ''ITIL® ''and''ISO/IEC 20000''. See [[Incident Management]] page for more information on this configuration.
 
* ''Incident management'': according to ''ITIL®, ''the process responsible for for managing the lifecycle of all ''incidents''. ''Incident management'' ensures that normal service operation is restored as quickly as possible and the business impact is minimized. A ''workflow cartridge ''is made available for the ''SM module ''which supports the execution of the ''incident management ''process according to the guidelines provided by ''ITIL® ''and''ISO/IEC 20000''. See [[Incident Management]] page for more information on this configuration.
* ''Invoice'': TBD
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* ''Invoice'': a commercial document issued by a seller to a buyer. It identifies both the trading parties and  lists, describes, and quantifies the items sold, prices, discounts (if any), etc. itmSUITE® allows to issue and manage ''invoices ''within the [[FM - Financial Management]] ''module''.
* ''Invoice attachment'': TBD
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* ''Invoice attachment'': an attachment related to a specific ''invoice'', specifying the activities and or expenses included to which the ''invoice'' refer. ''Invoice attachments'' may be automatically generated during the billing process. See also ''billing'' and ''invoice''.
 
* ''ISO/IEC 20000'': an international standard for the quality of ''IT service management''. See also the [http://www.iso.org/ ISO website] for more information.
 
* ''ISO/IEC 20000'': an international standard for the quality of ''IT service management''. See also the [http://www.iso.org/ ISO website] for more information.
 
* ''ITIL®'': a set of best-practice publications for ''IT service management''. Owned by Axelos limited, ''ITIL®'' gives guidance on the provision of quality IT services and the processes, functions and other capabilities needed to support them. The ''ITIL®'' framework is based on a service lifecycle and consists of five lifecycle stages (service strategy, service design, service transition, service operation and continual service improvement), each of which has its own supporting publication. See also the ''ITIL® ''[http://www.itil-officialsite.com official site]  for more information. ''ITIL® ''is a registered trade mark of Axelos limited.
 
* ''ITIL®'': a set of best-practice publications for ''IT service management''. Owned by Axelos limited, ''ITIL®'' gives guidance on the provision of quality IT services and the processes, functions and other capabilities needed to support them. The ''ITIL®'' framework is based on a service lifecycle and consists of five lifecycle stages (service strategy, service design, service transition, service operation and continual service improvement), each of which has its own supporting publication. See also the ''ITIL® ''[http://www.itil-officialsite.com official site]  for more information. ''ITIL® ''is a registered trade mark of Axelos limited.
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* ''itmSUITE'': TBD
 
* ''IT Service Management'': the implementation and management of quality IT services that meet the needs of the business. IT service management is performed by IT service providers through an appropriate mix of people, process and information technology.
 
* ''IT Service Management'': the implementation and management of quality IT services that meet the needs of the business. IT service management is performed by IT service providers through an appropriate mix of people, process and information technology.
  
 
== K ==
 
== K ==
 
* ''Key business entity'': one of the key entities managed by itmSUITE® (''resources'', ''projects'', ''timesheets'', ''tickets'', etc.).
 
* ''Key business entity'': one of the key entities managed by itmSUITE® (''resources'', ''projects'', ''timesheets'', ''tickets'', etc.).
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* ''Knowledge'': is one of the ''entities related to ''workflow engine''. See the ''[[Workflow engine]]'' page for more information.
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* ''Knowledge Portal'': TBD.
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* ''Known error'': a ''problem'' that has a documented root cause and/or a ''workaround''. The ''known error management'' process is responsible to manage ''known errors'' lifecycle. ''Known errors'' are typically used to provide (by publishing) ''workarounds'' to ''service'' users until a final solution for the underlying ''problem'' is not found.
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* ''Known error management'': the process responsible of managing the life cycle of ''known errors''. A ''workflow cartridge ''is made available for the ''SM module ''which supports the execution of the ''incident management ''process according to the guidelines provided by ''ITIL® ''and ''ISO/IEC 20000''. See [[Known Error Management]] page for more information on this configuration.
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* ''KPI'': Key Performance Indicator, TBD
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== L ==
 
== L ==
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* ''Language Management'': TDB
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* ''LDAP'': TBD
 
* ''License'': the activation key enabling the use of itmSUITE® ''modules'' by ''users''. The ''license'' articulation is per ''module'' and per ''user type''. View the [[License]] details page for more information.
 
* ''License'': the activation key enabling the use of itmSUITE® ''modules'' by ''users''. The ''license'' articulation is per ''module'' and per ''user type''. View the [[License]] details page for more information.
* ''Locations'': TBD
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* ''List mode'': TBD non EJS mode, see also ''grid mode''.
 
* ''Log info'': the information about the access of ''users'' to itmSUITE® automatically recorded by the system. See [[Log management]] page for more info.
 
* ''Log info'': the information about the access of ''users'' to itmSUITE® automatically recorded by the system. See [[Log management]] page for more info.
  
 
== M ==
 
== M ==
 
* ''Manager'': a ''user'' with associated ''user type'' "Manager". A ''manager'' can configure ''company'' master data according to the privileges set in ''MURM''. Furthermore, he/she is automatically associated to the static ''role'' "Manager" which can be used in ''workflows'' and ''projects'' configurations.   
 
* ''Manager'': a ''user'' with associated ''user type'' "Manager". A ''manager'' can configure ''company'' master data according to the privileges set in ''MURM''. Furthermore, he/she is automatically associated to the static ''role'' "Manager" which can be used in ''workflows'' and ''projects'' configurations.   
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* ''Manager row'': data for a'' timesheet'' corresponding to what a ''manager'' approves (usually corresponding to'' company'' billable values). 
 
* ''Master data'': the set of data agreed and shared across itmSUITE® which supports the management of the ''key business entities''. For the list of ''master data'' tables refer to [[ItmSUITE® - Cross master data configuration|cross master data configuration]].  
 
* ''Master data'': the set of data agreed and shared across itmSUITE® which supports the management of the ''key business entities''. For the list of ''master data'' tables refer to [[ItmSUITE® - Cross master data configuration|cross master data configuration]].  
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* ''Matrix timesheet'': TBD
 +
* ''MB'': abbreviation for ''message bus''. 
 
* ''MDMM (Master Data Management Matrix)'': the functionality which allows to manage grants for the records of some master data. See [[MDMM management]] page for more details.   
 
* ''MDMM (Master Data Management Matrix)'': the functionality which allows to manage grants for the records of some master data. See [[MDMM management]] page for more details.   
* ''Master solution group'': TBD 
+
* ''Master solution group'': a dynamic ''workflow role'' (e.g. used to define rights for ''workflow transitions'' or ''workflow fields''). The ''workflow field'' <u>Master Solution Group</u> let define the ''master solution group'' among available ''solution groups'' and this assignment can be done for each ''ticket'' instance. ''Master solution group'' is also named DSG1 (see ''dynamic solution groups'').
 
* ''Menu'': a link to a management functionality of itmSUITE®. These links are provided on the left of the itmSUITE® screen and changes according to the privileges and the configuration of their visibility. See the [[Menu management]] page for more information.   
 
* ''Menu'': a link to a management functionality of itmSUITE®. These links are provided on the left of the itmSUITE® screen and changes according to the privileges and the configuration of their visibility. See the [[Menu management]] page for more information.   
 +
* ''Message'': a communication, caracterized by a subject, content, recipient(s) and, optionally, attachment(s) which can be sent through itmSUITE® ''message system'' to ''users'' or external recipients (in such a case the communication is sent through an email service). The ''message'' can also be based on a'' ticket message template''. See the [[Message system]] page for more information. 
 +
* ''Message bus'': TBD 
 
* ''Message system'': one of the technical component of itmSUITE®, the ''message system'' is the engine dispatching all the messages automatically or manually generated within the system. The ''message system'' has a user interface which allows to receive and send messages and it can be synchronized with external mailing systems. See the [[Message system]] page for more information.  
 
* ''Message system'': one of the technical component of itmSUITE®, the ''message system'' is the engine dispatching all the messages automatically or manually generated within the system. The ''message system'' has a user interface which allows to receive and send messages and it can be synchronized with external mailing systems. See the [[Message system]] page for more information.  
* ''Module'': one of the components of itmSUITE® which makes avaiable a specific sets of functionalities. ''Modules'' may be core or complementary. Core modules can be installed and activated autonomously. Complementary ''modules'' require the presence of at least one core ''module''. For a list of core modules and a description of their features refer to [[itmSUITE® - Core modules]]. For a list of complementary modules and a description of their features refer to [[itmSUITE® - Complementary modules]].
+
* ''Message template'': TBD.
 +
* ''Metric'': TBD.
 +
* ''Module'': one of the components of itmSUITE® which makes avaiable a specific sets of functionalities. ''Modules'' may be core or complementary. Core modules can be installed and activated autonomously. Complementary ''modules'' require the presence of at least one core ''module''. For a list of core modules and a description of their features refer to [[itmSUITE® - Core modules]]. For a list of complementary modules and a description of their features refer to [[itmSUITE® - Complementary modules]].  
 
* ''Model'': a set of ''configuration items'' and their ''relationship'' represented according to specific modelling conventions which includes the definition of the entities, relationship types among them and graphical appearance.     
 
* ''Model'': a set of ''configuration items'' and their ''relationship'' represented according to specific modelling conventions which includes the definition of the entities, relationship types among them and graphical appearance.     
 +
* ''Monitoring system configuration'': TBD   
 +
* ''MSC'': abbreviation for ''monitoring system configuration''.   
 +
* ''MSG'': abbreviation for ''master solution group''.   
 
* ''MURM'' (Managers User Rights Management); the functionality used to grant rights for ''managers''. This functionality can be accessed from '''''General/Company/MURM'''''.
 
* ''MURM'' (Managers User Rights Management); the functionality used to grant rights for ''managers''. This functionality can be accessed from '''''General/Company/MURM'''''.
  
 
== N ==
 
== N ==
''News:'' itmSUITE® makes available a management system to broadcast news. See [[News management]] page for more information.
+
* ''NTLM'': TBD
 +
* ''News'': they are broadcast communications relevant for the ''users'' or part of the ''users'' of itmSUITE®. The system makes available a management system to broadcast ''news'' to the target audience and for specific time frames. See [[News management]] page for more information.
 +
* ''News management'': TBD
  
''Notification'': the configured schedule to communicate the ''event type template'' message related to an ''event type''. ''Notifications'' are sent via the itmSUITE® ''message system''. See also [[Notifications management]] page.
+
* ''Notification'': the configured schedule to communicate the ''event type template'' message related to an ''event type''. ''Notifications'' are sent via the itmSUITE® ''message system''. See also [[Notifications management]] page.
  
 
== O ==
 
== O ==
''Objectives'': objectives characterized by a metric and targets which can be set and calculated by means of the ''OCE'' ''module''. They can be typically used in order to manage service levels.
+
* ''Object'': in [[ItmSUITE® - Core modules#CMS - Configuration Management System|CMS - Configuration Management System]] context, an element which can be used to represent an ''asset'' or a ''configuration item''.
 
+
* ''Objective'': objective characterized by a metric and targets which can be set and calculated by means of the ''OCE'' ''module''. They can be typically used in order to manage service levels.
''OCE'': TBD.
+
* ''Objectives calculation engine'': a complementary module of itmSUITE®. The full name of it is [[OCE - Service Level Management]]. This ''module'' enables to manage ''service levels'' for ''service'' and ''projects''.
 +
* ''OCE'': abbreviation for ''objectives calculation engine''.
 +
* ''Organizational unit'': the representation of the organizational structure of a ''client''. Levels of the organization can be defined by means of tree nodes and ''clients'<nowiki/>'' associated ''resources'' can be related to each. The ''service provider''' s organization can be mapped by using a fictitious ''client''.
 +
* ''OU'': abbreviation for''organizational unit''.
  
 
== P ==
 
== P ==
* ''Personal options'': the set of ''user''<nowiki/>'s preferences concerning the use of itmSUITE® which can be managed by the ''user''. See the [[Personal options]] page for more details.
+
* ''Passive channel'': TBD
 +
* ''PBS'': see ''product breakdown structure''.
 +
* ''Percentage complete'' (''% complete''): TBD
 +
* ''Personal preferences'': the set of ''user''<nowiki/>'s preferences concerning the use of itmSUITE® which can be managed by the ''user''. See the [[Personal options|Personal preferences]] page for more details.
 +
* ''PFD'': see product flow diagram.
 +
* ''Planned % complete'': TBD
 
* ''Pm'': abbreviation for ''project manager''.
 
* ''Pm'': abbreviation for ''project manager''.
 
* ''PM'': abbreviation for ''project and portfolio management''.  
 
* ''PM'': abbreviation for ''project and portfolio management''.  
 +
* ''PM row'': data for a ''timesheet'' corresponding to what the ''project manager'' or ''service manager'' approves (the ''company'' cost).
 +
* ''Portfolio analysis'': TBD report
 +
* ''Portfolio gantt'': TBD
 +
* ''Price Items'': TBD
 
* ''Problem: ''according to ''ITIL®'', a ''problem'' is a cause of one or more ''incidents''. The cause is not usually known at the time a ''problem'' record is created, and the ''problem management'' process is responsible for further investigation. ''Problems'' are managed via the ''problem management'' process and a ''workflow cartridge'' is available for the ''SM'' ''module'' which supports its execution according to the guidelines provided by ''ITIL®'' and ''ISO/IEC 20000''.  
 
* ''Problem: ''according to ''ITIL®'', a ''problem'' is a cause of one or more ''incidents''. The cause is not usually known at the time a ''problem'' record is created, and the ''problem management'' process is responsible for further investigation. ''Problems'' are managed via the ''problem management'' process and a ''workflow cartridge'' is available for the ''SM'' ''module'' which supports its execution according to the guidelines provided by ''ITIL®'' and ''ISO/IEC 20000''.  
 
* ''Problem management'': according to ''ITIL®, ''the process responsible for managing the lifecycle of all ''problems''. ''Problem management'' proactively prevents ''incidents'' from happening and minimizes the impact of ''incidents'' that cannot be prevented. A ''workflow cartridge ''is made available for the ''SM module ''which supports the execution of the ''problem management ''process according to the guidelines provided by ''ITIL® ''and ''ISO/IEC 20000''.  
 
* ''Problem management'': according to ''ITIL®, ''the process responsible for managing the lifecycle of all ''problems''. ''Problem management'' proactively prevents ''incidents'' from happening and minimizes the impact of ''incidents'' that cannot be prevented. A ''workflow cartridge ''is made available for the ''SM module ''which supports the execution of the ''problem management ''process according to the guidelines provided by ''ITIL® ''and ''ISO/IEC 20000''.  
* ''Product'': TBD to be used for version numbering.  
+
* ''Process owner'': TBD
 +
* ''Product'': this is any product or service provided by the ''company'' internally or to its clients. itmSUITE® allows to manage ''product ''master data ''product'' as an entity in ''workflows ''and ''modules''.See also [[ItmSUITE® - Introduction to basic configuration|Introduction to basic configuration]] page for ''products'' configuration.  
  
* ''Project'': a temporary organization that is created for the purpose of delivering one or more business products according to an agreed Business Case. For this purpose, in itmSUITE[[ItmSUITE® - Core modules|®]] a set of entities, their attributes and related management functionalities are made available to the'' users'' which play a role in the ''project''.  
+
* ''Product breakdown structure'': a hierarchy of all the ''deliveries'' to be produced during a ''project'' or ''service''.
 +
* ''Product flow diagram'': a diagram showing the sequence of production and interdependencies of the ''deliveries'' listed in a ''product breakdown structure''.
 +
* ''Project'': a temporary organization that is created for the purpose of delivering one or more business products according to an agreed Business Case. For this purpose, in itmSUITE® a set of entities, their attributes and related management functionalities are made available to the'' users'' which play a role in the ''project''.  
 
* ''Project activity'': an activity scheduled for a ''project''. This is one of the information managed by itmSUITE[[ItmSUITE® - Core modules|®]] for a ''project''.   
 
* ''Project activity'': an activity scheduled for a ''project''. This is one of the information managed by itmSUITE[[ItmSUITE® - Core modules|®]] for a ''project''.   
 +
* ''Project activity type'': a categorization for ''project activities''. 
 
* ''Project and portfolio management'': one of the ''modules ''of itmSUITE®. The full name of it is [[ItmSUITE® - Core modules#PM - Project and Portfolio Management|PM - Project and Portfolio Management]]. This ''module'' enables to manage ''projects'' and portfolios of ''projects''.     
 
* ''Project and portfolio management'': one of the ''modules ''of itmSUITE®. The full name of it is [[ItmSUITE® - Core modules#PM - Project and Portfolio Management|PM - Project and Portfolio Management]]. This ''module'' enables to manage ''projects'' and portfolios of ''projects''.     
 +
* ''Project currency'': TBD.   
 +
* ''Project delivery'': see ''delivery''.   
 +
* ''Project explorer'': TBD (CMS context)   
 +
* ''Project issue'': TBD   
 
* ''Project manager'': this is a special role on a ''project'', automatically inheriting specific rights and visibility of data for it.   
 
* ''Project manager'': this is a special role on a ''project'', automatically inheriting specific rights and visibility of data for it.   
* ''Purchase contract'': TBD.
+
* ''Project milestone'': a structured check of the status of a ''project'' where several information (''estimation'', progress, comments, etc.) are gathered and stored. These information may be used for ''project'' control (see [[semaphores]]). 
 +
* ''Project off-specs'': TBD 
 +
* ''Project portfolio'': TBD 
 +
* ''Project RFC'': TBD 
 +
* ''Project risk'': see ''risk''. 
 +
* ''Project semaphore'': see ''semaphore''. 
 +
* ''Purchase contract'': see ''contract''.
 +
* ''Purchase tariff'': Tariff used by the system to calculate [[Timesheet]] costs. Tariff is usually set as Daily value.
  
 
== Q ==
 
== Q ==
Riga 111: Riga 231:
 
* ''Reconciliation'': a process performed by the ''reconciliation engine'' which allows to import information from a data source into the ''CMS'' in a controlled way (deciding which information for which ''configuration item'' to import).
 
* ''Reconciliation'': a process performed by the ''reconciliation engine'' which allows to import information from a data source into the ''CMS'' in a controlled way (deciding which information for which ''configuration item'' to import).
 
* ''Reconciliation engine: ''one of the ''modules ''of itmSUITE®. The full name of it is [[ItmSUITE® - Complementary modules#RE - Reconciliation Engine|RE - Reconciliation Engine]]. This ''module ''enables the ''reconciliation'' process.
 
* ''Reconciliation engine: ''one of the ''modules ''of itmSUITE®. The full name of it is [[ItmSUITE® - Complementary modules#RE - Reconciliation Engine|RE - Reconciliation Engine]]. This ''module ''enables the ''reconciliation'' process.
 +
* ''RfC'': abbreviation for ''Request for Change''.
 
* ''Relationship'': a relationship between two ''configuration items''.
 
* ''Relationship'': a relationship between two ''configuration items''.
* ''Release and deployment management: ''TBD
+
* ''Release'': according to ''ITIL®'', one or more ''changes'' to an IT service that are built, tested and deployed together. A single release may include ''changes'' to hardware, software, documentation, processes and other components. ''Releases'' are managed through the ''release and deployment management'' process and a ''workflow cartridge'' is made available for the ''SM'' ''module'' which supports its execution according to the guidelines provided by ''ITIL®'' and ''ISO/IEC 20000''.
 +
* ''Release and deployment management: ''according to ''ITIL®'', the process responsible for planning, scheduling and controlling the build, test and deployment of ''releases'', and for delivering new functionality required by the business while protecting the integrity of existing ''services''. A ''workflow cartridge'' is available for the ''SM'' ''module'' which supports its execution according to the guidelines provided by ''ITIL®'' and ''ISO/IEC 20000''. See [[Release Management]] page for more information on this configuration.
 +
* ''Release management'': see ''release and deployment management''.
 +
* ''Report'':  a report generated with ''reporting management''.
 
* ''Reporting management: ''one of the ''modules ''of itmSUITE®. The full name of it is [[ItmSUITE® - Complementary modules#REP - Reporting Management|REP - Reporting Engine]]. This modules enables to define and embed new reports in addition to those predefined in itmSUITE®.
 
* ''Reporting management: ''one of the ''modules ''of itmSUITE®. The full name of it is [[ItmSUITE® - Complementary modules#REP - Reporting Management|REP - Reporting Engine]]. This modules enables to define and embed new reports in addition to those predefined in itmSUITE®.
* ''Request fulfilment: ''TBD
+
* ''Report template'': TBD
* ''Resource'': term used to refer to a human resource and his/her associated information managed in itmSUITE[[ItmSUITE® - Core modules|®]]. A ''resource'' may or may not have an account and, therefore, be a ''user''.
+
* ''Request'': see ''self service request''.
* ''Role'': a usage profile determining ''user''<nowiki/>'s rights on data and functionalities. More than a ''role'' may be associated to a ''user''. ''Roles'' are distinguished in application level ''roles'', ''projects'' and ''services'' related ''roles'', ''workflows'' related'' roles. ''Application level ''roles'' are set at ''user''<nowiki/>'s level and related to the available ''licenses'' (they determine the number of users who may be activated). ''Project'' and ''service'' roles are dynamically assigned to ''users'' in the context of each ''project'' or ''service''. ''Workflows roles'' are dynamically assigned to ''users'' in the context of each ''workflow'' See also ''[[Roles]]'' page for more information.
+
* ''Request for Change'': TBD.
 +
* ''Request fulfilment: ''according to ''ITIL®, t''he process responsible for managing the lifec ycle of all ''service requests''. A ''workflow cartridge'' is available for the ''SM'' ''module'' which supports its execution according to the guidelines provided by ''ITIL®'' and ''ISO/IEC 20000''. See [[Request Fulfilment]] page for more information on this configuration.
 +
* ''Resource'': term used to refer to a human resource and his/her associated information managed in itmSUITE®. A ''resource'' may or may not have an account and, therefore, be a ''user''.
 +
* ''Resource row'': data for a ''timesheet'' corresponding to what declared by the ''resource''.
 +
* ''Resolution cause'': TBD
 +
* ''Risk'': an uncertain event or set of events that, should it occur, will have an effect on the achievement of objectives. A risk is measured by a combination of the probability of a perceived threat or opportunity occurring, and the magnitude of its impact on objectives. Risks can be managed for ''[[glossary|projects]]'' and ''[[glossary|services]]'' in the ''<u>Issues/Risks</u>'' tab.
 +
* ''Role'': a usage profile determining ''user''<nowiki/>'s rights on data and functionalities. More than a ''role'' may be associated to a ''user''. ''Roles'' are distinguished in ''application level'' ''roles'', ''projects'' and ''services'' related ''roles'', ''workflows'' related'' roles. Application level'' ''roles'' are set at ''user''<nowiki/>'s level and related to the available ''licenses'' (they determine the number of users who may be activated). ''Project'' and ''service'' roles are dynamically assigned to ''users'' in the context of each ''project'' or ''service''. ''Workflows roles'' are dynamically assigned to ''users'' in the context of each ''workflow'' See also ''[[Roles]]'' page for more information.
 +
* ''.rptdesign'': extension for a file created by the ''BIRT designer'' component.
  
 
== S ==
 
== S ==
* ''Sales contract'': TBD
+
* ''SACM'': abbreviation for ''service asset and Configuration management''.
* ''Self service'': TBD
+
* ''Sales contract'': see ''contract''.
* ''Self service portal'': see ''self service''.
+
* ''Sale role'': TBD.
* ''Service'': a mean to provide value to customers by facilitating outcomes customers wants to achieve using resources and capabilities. For this purpose, in itmSUITE[[ItmSUITE® - Core modules|®]], a set of entities, their attributes and related management functionalities are made available to the ''users ''which play a role in the delivery of the ''service''.
+
* ''Sales role tarif'': TBD''.''
* ''Service desk:'' TBD in Incident Management.  
+
* ''Search context'': the definition of the scope where a search, with a '''Quick Search''' (available right on the top part of the itmSUITE® screen). ''Search contexts ''are of three types: preinstalled (and not modifiable), published by a ''manager'' or defined by a ''user''. ''Search contexts'' are listed next to the '''Quick Search''' command and their scope can be tailored on any part of itmSUITE®. See [[search context management]] page for more information.
* ''Service desk and service management: ''one of the''modules ''of itmSUITE®. The full name of it is [[ItmSUITE® - Core modules#SM - Service Desk and Service Management|SM - Service Desk and Service Management]]. This ''module ''enables to manage ''services''.
+
* ''Self service'': see ''self service portal''.
* ''Service activity'': an activity scheduled for a ''service''. This is one of the information managed by itmSUITE[[ItmSUITE® - Core modules|®]] for a'' service''.
+
* ''Self service category'': a part of the organization of the ''self service portal''. ''Self service categories'' may be defined for each ''self service topic'' and they appear as a tree on left side of the ''self service portal ''with a maximum two level of depth.
* ''Service manager'': this is a special role on a ''service'', automatically inheriting specific rights and visibility of data for it.
+
* ''Self service portal'': a functionality of itmSUITE® enabling ''users'' to quickly open ''tickets ''by browsing a structured presentation of the available ones. The levels of presentation are ''self service topics'' (highest level), ''self service category'' (intermediate level) and ''self service requests'' (lowest level). itmSUITE® makes it possible to define the visibility of data according to needs. See the [[self service portal]] page for more information.
 
+
* ''Self service request'': the lowest element for the structure of a ''self service portal''. For each ''self service category'' it is possible to define one or more ''self service requests''. ''Self service requests'' are configured to trigger the activation of a ''workflow'', also passing some initial settings to it.
* ''Sm'': abbreviation for''service manager''.
+
* ''Self service topic'': a part of the organization of the ''self service portal''. ''Self service topics ''may be customized with icons and they appear in the upper part of the ''self service portal''. Their selection influences the visibility of ''self service categories''.
* ''SM'': abbreviationfor''service desk and service management.''
+
* ''Semaphore'': a metric which is used to monitor a particular aspect of the status of a'' project ''(''project semaphore'') or ''service'' (''service semaphore''). Threshold values shall be defined for each ''semaphore'' and are used in reports and messages where the status of a ''project'' is reported. Se the [[semaphores]] dedicated page for more information.
* ''Solution group'': TBD
+
* ''Service'': a mean to provide value to customers by facilitating outcomes customers wants to achieve using resources and capabilities. For this purpose, in itmSUITE®, a set of entities, their attributes and related management functionalities are made available to the ''users ''which play a role in the delivery of the ''service''.
* ''Solution group manager'': TBD
+
* ''Service activity'': an activity scheduled for a ''service''. This is one of the information managed by itmSUITE® <nowiki/>for a ''service''.
* ''SRCS'': abbreviation for Self Service Configuration System, see ''self service''.
+
* ''Service asset and configuration management'': according to ''ITIL®'', the process responsible for ensuring that the assets required to deliver services are properly controlled, and that accurate and reliable information about those assets is available when and where it is needed. This information includes details of how the assets have been configured and the relationships between assets. Service asset and configuration management purpose and objectives are fully supported by the ''CMS'' ''module'' of itmSUITE®.
 
+
* ''Service catalogue'': TBD
* ''Superadmin'': a special ''user type''. A ''superadmin'' ''user'' is created with predefined access credentials when itmSUITE® is initially installed. The ''superadmin'' may: create new ''companies'', create other ''users'' (either ''superadmins'' or ''users'' with ''user type'' "Admin" enabled to configure the ''companies'' to which they are associated) and perform some key essential settings in order to enable other ''users'' to complete ''company'' configurations. For more information, have a lookg to the ''[[superadmin]]'' page.
+
* ''Service delivery'': see ''delivery''.  
* ''Suppliers'': TBD
+
* ''Service desk:'' according to ''ITIL®, t''he single point of contact between the service provider and the users. A typical service desk manages incidents and service requests, and also handles communication with the users. itmSUITE® fully enables the implementation and management of a ''service desk''.  
 +
* ''Service desk and service management: ''one of the ''modules ''of itmSUITE®. The full name of it is [[ItmSUITE® - Core modules#SM - Service Desk and Service Management|SM - Service Desk and Service Management]]. This ''module ''enables to manage ''services''.
 +
* ''Service level'': according to ''ITIL®, a ''measured and reported achievement against one or more service level targets. The term is sometimes used informally to mean service level target. In itmSUITE® ''service levels'' can be defined and measured by means of the [[OCE - Service Level Management]] ''module''.
 +
* ''Service level management'': according to ''ITIL®, t''he process responsible for negotiating achievable service level agreements and ensuring that these are met. It is responsible for ensuring that all ''IT service management processes'', operational level agreements and underpinning contracts are appropriate for the agreed ''service level'' targets. ''Service level management'' monitors and reports on service levels, holds regular service reviews with customers, and identifies required improvements. Several itmSUITE® ''modules''  support the implementation and management of the ''service level management'' process: [[OCE - Service Level Management]] supports the definition, calculation and use (e.g. in ''ticket'' lists or forms) of the ''service levels''; [[ItmSUITE® - Core modules#SM - Service Desk and Service Management|SM - Service Desk and Service Management]] supports the definition of processes to manage service reviews and service improvements; [[ItmSUITE® - Complementary modules#REP - Reporting Management|REP - Reporting Engine]] supports the monitoring and reporting of ''service levels''.
 +
* ''Service manager'': this is a special ''role'' on a ''service'', automatically inheriting specific rights and visibility of data for it. In ''ITIL®'', this is a generic term for any manager within the service provider. Most commonly used to refer to a business relationship manager, a process manager or a senior manager with responsibility for IT services overall.
 +
* ''Service provider'': TBD
 +
* ''Service request'': according to ''ITIL®, ''a formal request from a user for something to be provided – for example, a request for information or advice; to reset a password; or to install a workstation for a new user. ''Service requests'' are managed by the ''request fulfilment'' process, usually in conjunction with the ''service desk''. A ''workflow cartridge'' is available for the ''SM'' ''module'' which supports its execution according to the guidelines provided by ''ITIL®'' and ''ISO/IEC 20000''. See [[Request Fulfilment]] page for more information on this configuration. ''Service requests''  should not be confused ''self service request'' although ''self service requests'' may often be a configured to instantiate ''service requests''.
 +
* ''Service review'': a structured check of the status of a ''service ''where several information (''estimation'', progress, comments, etc.) are gathered and stored. These information may be used for ''service ''control (see [[semaphores]]).  
 +
* ''Service risk'': see ''risk''.
 +
* ''Service semaphore'': see ''semaphore''.
 +
* ''SG'': abbreviation for ''solution group''.
 +
* ''Sm'': abbreviation for ''service manager''.  
 +
* ''SM'': abbreviation for ''service desk and service management.''
 +
* ''Solution group'': see groups. A ''solution group'' is generally meant as a ''group'' dedicated to the resolution of ''incidents'' and/or ''problems''. ''Solution group'' is also named DSG2 (see also ''dynamic solution groups'').
 +
* ''Solution group manager'': see ''group manager''.
 +
* ''SRCS'': abbreviation for Self service Request Configuration System, see ''self service''.
 +
* ''Standard change'': TBD
 +
* ''Standard function'': a set of functions delivered for reporting purpose
 +
* ''Status'': TBD
 +
* ''Superadmin'': a special ''user type''. A ''superadmin'' ''user'' is created with predefined access credentials when itmSUITE® is initially installed. The ''superadmin'' may: create new ''companies'', create other ''users'' (either ''superadmins'' or ''users'' with ''user type'' "Admin" enabled to configure the ''companies'' to which they are associated) and perform some key essential settings in order to enable other ''users'' to complete ''company'' configurations. For more information, have a look to the ''[[superadmin]]'' page.
 +
* ''Suppliers'': a generic term that means a supplier providing services, resources and/or goods to a ''company''. itmSUITE® allows to manage ''supplier ''master data and ''supplier ''as an entity in ''workflows ''and ''modules''.
 +
* ''Symbol'': in CMS context - TBD
  
 
== T ==
 
== T ==
 +
* ''Third solution group'': an alternative name for DSG3 (see ''dynamic solution groups'').
 
* ''Ticket'': term used to refer to an instance of a process managed through the ''workflow engine''.
 
* ''Ticket'': term used to refer to an instance of a process managed through the ''workflow engine''.
 
* ''Ticket activity'': an activity scheduled to manage a ''ticket''.  
 
* ''Ticket activity'': an activity scheduled to manage a ''ticket''.  
* ''Ticket worker'': TBD
+
* ''Ticket activities template'': a predefined and configured set of ''ticket activities'' in order to manage a ''ticket''.
 +
* ''Ticket estimation'': a ''ticket'' estimation (budget, balance and estimation to complete) made for a ''ticket'' in its ''<u>Estimation</u>'' section.
 +
* ''Ticket message template'': a predefined model which is used to create a ''message''. For example, this is used for the creation of ''messages'' from ''tickets''.
 +
* ''Ticket type'': TBD
 +
* ''Ticket worker'': a ''resource'' assigned to work on a specific ''ticket''. This is also a ''workflow'' related ''role''.
 +
* ''Time zone'': the time zone of reference used to read date/time data  which can be chosen by a ''resource'' (see ''personal preferences''). A time zone is set for the system and date/time values are converted and shown to the ''user'' according to the chosen ''time zone'' for the ''resource''. For more information see [[time zone management]] page.
 +
 
 
* ''Timesheet'': a record corresponding to a declaration of work done. This work can be related to a ''project'' or a a ''service ''or to any detailed elements (such as ''project activities'', ''service activities'', or ''tickets'' or ''ticket activities'') of them.
 
* ''Timesheet'': a record corresponding to a declaration of work done. This work can be related to a ''project'' or a a ''service ''or to any detailed elements (such as ''project activities'', ''service activities'', or ''tickets'' or ''ticket activities'') of them.
* ''Timesheet attachment'': TBD
+
* ''Timesheet attachment'': an attachment (document) related to a ''timesheet''. A ''timesheet attachment'' is generally used to document expenses.
 +
* ''To do list'': TBD
 +
* ''Transition'': see ''workflow transition''.
 +
* ''Tuple'': TBD
  
 
== U ==
 
== U ==
Riga 149: Riga 311:
  
 
== V ==
 
== V ==
* ''View'': is a preconfigured selectionof attributes and associated preferences (including a ''filter'') to list records for an itmSUITE[[ItmSUITE® - Core modules|®]] managed entity (e.g. ''projects'', ''services''). ''Views'' can be created and distributed to ''users''. See [[Views management]] page for more details.
+
* VAT: TBD
 
+
* ''VCE'': abbreviation for ''Visual Condition Editor''.
 +
* ''VCE condition'': a boolean expression defined with the ''Visual Condition Editor''.
 +
* ''View'': is a preconfigured selectionof attributes and associated preferences (including a ''filter'') to list records for an itmSUITE® managed entity (e.g. ''projects'', ''services''). ''Views'' can be created and distributed to ''users''. See [[Views management]] page for more details.
 +
* ''Visual Condition Editor'': TBD. See also ''[[visual condition editor]]'' page.
 
== W ==
 
== W ==
* ''Workaround'': TBD.
+
* ''Workaround'': according to ''ITIL®, r''educing or eliminating the impact of an ''incident'' or ''problem'' for which a full resolution is not yet available – for example, by restarting a failed configuration item. ''Workarounds'' are documented in ''known error'' records. The ''known error management'' process is responsible for the life cycle of ''knonw errors''.
 
* ''Workflow'': a business process, made of a sequence of activities transforming inputs into outputs with the aim to achieve specific outcomes. With itmSUITE® it is possible to support the execution of ''workflows ''by means of the ''workflow engine''. See the ''[[Workflow engine]] ''page for more information.
 
* ''Workflow'': a business process, made of a sequence of activities transforming inputs into outputs with the aim to achieve specific outcomes. With itmSUITE® it is possible to support the execution of ''workflows ''by means of the ''workflow engine''. See the ''[[Workflow engine]] ''page for more information.
 +
* ''Workflow administrative status'': a field among those manageable for a ''workflow''. The field represents the administrative status of the ''workflow'' instance which, in turn, plays a role in the billing processes managed by the ''financial management'' module.
 +
 
* ''Workflow cartridge'': the set of configuration settings which define the contents and execution of a ''workflow'' by means of the ''workflow engine''. See the ''[[Workflow engine]]'' page for more information.  
 
* ''Workflow cartridge'': the set of configuration settings which define the contents and execution of a ''workflow'' by means of the ''workflow engine''. See the ''[[Workflow engine]]'' page for more information.  
* ''Workflow engine'': the component of itmSUITE[[ItmSUITE® - Core modules|®]], part of the [[ItmSUITE® - Core modules|SM - Service Desk and Service Management]] ''module'', which allows to configure and execute ''workflows''.See the ''[[Workflow engine]] ''page for more information.
+
* ''Workflow causal'': when transitioning from a ''workflow status'' to another it is possible to configure the ''workflow engine'' so that it requires or simply enables to specify the reason for the transition itself. This reason is known as ''workflow causal'' and it can be categorized using ''workflow causal types'' (e.g. all the possible workflow reasons to move from a source status to a closed status).
* ''Workflow status'': TBD
+
* ''Workflow causal type'': a categorization of ''workflow causal''. 
* ''Workflow transition'': TBD
+
* ''Workflow conditions'': Boolean expressions used to influence the visibility or possibility to edit ''workflow fields'' by ''users''. The Boolean expressions may take into consideration attributes of system entities (e.g. ''projects'', ''services'', ''tickets'', etc.). 
 +
* ''Workflow custom field'': see ''workflow fields''.
 +
* ''Workflow engine'': the component of itmSUITE®, part of the [[ItmSUITE® - Core modules|SM - Service Desk and Service Management]] ''module'', which allows to configure and execute ''workflows''.See the ''[[Workflow engine]] ''page for more information.
 +
* ''Workflow explorer'': TBD
 +
* ''Workflow field'': a component of a ''workflow ''corresponding to a managed entity attribute which can be used in a ''workflow form''. ''Workflow fields'' can be of two types: "predefined" and "custom". Predefined ''workflow fields'' are pre installed and available for any ''workflow'' while custom ones can be specifically defined and managed for a ''workflow''.
 +
* ''Workflow form'': TBD.
 +
* ''Workflow form section'': TBD.
 +
 
 +
* ''Workflow operational status'': see ''workflow status''.
 +
* ''Workflow notifications'': TBD.
 +
* ''Workflow role'': see ''role''.
 +
* ''Workflow status'': a condition of a ''workflow ''instance. ''Workflow statuses'' may be defined by the ''process owners ''and are of two types: "normal" and "legacy". TBD
 +
* ''Workflow Activity Template Options'': Options at ''workflow'' level that enable different behaviour of ''Ticket activity'' in a ''Ticket''
 +
* ''Workflow transition'': the rule allowing ''users'' to pass from a ''workflow status'' to another. Rights to execute ''workflow transitions'' are part of the ''workflow'' configuration.
 +
* ''Workspace'': TBD
  
 
== X ==
 
== X ==

Versione attuale delle 10:36, 12 giu 2018

A | B | C | D | E | F | G | H | I | J | K | L | M | N | O | P | Q | R | S | T | U | V | W | X | Y | Z


Below is a list of terms and definitions used in this documentation.

A

  • Access management: according to ITIL®, the process responsible for allowing users to make use of IT services, data or other assets. Access management helps to protect the confidentiality, integrity and availability of assets by ensuring that only authorized users are able to access or modify them. Access management implements the policies of information security management and is sometimes referred to as rights management or identity management. In itmSUITE®, the typical activities required by access management can be dealt through service requests or changes.
  • Action: TBD
  • Action engine: TBD
  • Active channel: TBD
  • Admin: a special user type. The admin may: perform basic configuration and create other users for the administered company. For more information, have a look to the admin page.
  • Administrator: resource with Admin characteristics
  • Admin kit: TBD
  • Application language: one of the languages for which itmSUITE® makes available the user interface (forms to interact and messages). See also business languages and Multi language management.
  • Application level role: see role.
  • ASM: abbreviation for asset management.
  • ASM view: a view, defined by a list of columns, which is used to list configuration items.
  • Asset: any element, physical or virtual, which can contribute to the successful management of the business area supported by itmSUITE®. An asset can be, for example, a PC, a printer, a software component, a table a machine, etc.
  • Asset management: one of the modules of itmSUITE®. The full name of it is ASM - Asset Management. It allows to manage assets, It can also refer to the asset management process according to the context. TBC.....
  • Attribute: a configuration item information (e.g. its name, location, date of purchase, etc.).

B

  • Balance: TBD
  • BaseDN: TBD
  • Baseline: see configuration baseline.
  • Billing: a feature, part of the FM - Financial Management module, enabling the possibility to create invoices based on timesheets or predefined amounts related, or not, to a delivery.
  • Billing schedule: a tranche of a sales contract to be invoiced. The billing schedule may be dependent or not on deliveries.
  • Binding layer: a graphical frame used in the CMS - Configuration Management System module. For any object placed in it the relationships between the objects placed and the objects represented by the frame are automatically created. So, for example, a binding layer may represent an IT service and may be configured to generate the 'is component' relationships with the objects placed in it (e.g. a server is component of the IT service). Binding layers simplify the management and building of a CMS.
  • Budget: TBD
  • Business language: a language used by the itmSUITE® users to communicate within the business processes. See also application languages and Multi language management.
  • BIRT: an open source software project that provides the BIRT technology platform to create data visualizations and reports that can be embedded into rich client and web applications. The itmSUITE® REP - Reporting Engine allows exactly this embedding. For further information, visit the BIRT website.
  • BIRT designer: one of the two key components of BIRT allowing to create new reports which can be embedded in itmSUITE®.
  • BIRT engine: the component of BIRT which allows the execution and rendering of reports created through the BIRT designer and embedded in itmSUITE® as .rptdesign files.

C

  • CAB: abbreviation for change advisory board.
  • Change: according to ITIL®, a change is the addition, modification or removal of anything that could have an effect on IT services. Changes are managed through the change management process and a workflow cartridge is available for the SM module which supports its execution according to the guidelines provided by ITIL® and ISO/IEC 20000.
  • Change advisory board: TBD
  • Change authority: TBD
  • Change management: according to ITIL®, the process responsible for controlling the life cycle of all changes, enabling beneficial changes to be made with minimum disruption to IT services. A workflow cartridgeis is made available for the SM module which supports the execution of the change management process according to the guidelines provided by ITIL® and ISO/IEC 20000.
  • CI: abbreviation for configuration item.
  • Client: a generic term that means a customer, the business or a business customer. itmSUITE® allows to manage client master data and client as an entity in workflows and modules.
  • CMS: abbreviation for Configuration Management System.
  • CMS DB: TBD
  • CMS fat client: a desktop application which enables to access CMS administration and reporting functionalities. See CMS fat client page for more information.
  • CMS server: TBD
  • CMS web client: a browser accessible application which enables to access and update CMS contents.
  • Closure cause: TBD.
  • Company: a business organization (legal entity or simply a business unit or a department) which is defined and used for the aim of segregating data. itmSUITE® is natively multi tenancy, meaning it allows to manage different companies in the same application instance. Only users login information (including the associated roles) and super admin may be cross companies while all the other information are managed at company level.
  • Company calendar: see company working days calendar.
  • Company working days calendar: the calendar specifying the working days and time for a specific company.
  • Component: abbreviation for dashboard component.
  • Configuration baseline: TBD.
  • Configuration exploration: a specific itmSUITE® functionality making possible, starting from a configuration item, to analyse and graphically represent the relationship of it with other configuration items. The number of levels and the scope of the exploration are defined at launch time. Configuration exploration is available if CMS module is installed. See also Configuration exploration page for more information.
  • Configuration item: a specific type of asset which contributes to the delivery of an IT service.
  • Configuration management: see service asset and configuration management.
  • Configuration management database: (CMDB) organized repository of all elements of IT structure which undergo the configuration management process.
  • Configuration management system: a set of tools, data and information that is used to support service asset and configuration management. A dedicated module of ItmSUITE®, CMS - Configuration Management System, is dedicated to this.
  • Contact: a referent person related to a client or a supplier and his/her information.
  • Contract: generally, a legally binding agreement between two or more parties. itmSUITE® allows to manage contracts master data and contracts as an entity in various modules and functionalities. Contracts may be of two types:sales contracts (with clients) and purchase contracts (with suppliers).Purchase contracts are also often used to manage standard internal cost for resources. This is an example of their flexible use, often for agreements which are not legally binding. Contracts management is made available only if the FM - Financial Management module is active.
  • Cost occurrence: an actual cost which is recorded for a service and, optionally, for a ticket (therefore a process instance, such as a specific change).
  • Cost occurrence dimension: the type of cost occurrence. Two alternative are possible: "Balance" or "Confirmed". The exact meaning is a convention. "Balance" may refer to an order confirmation while "Confirmed" to the actual occurrence of the cost (e.g. goods delivery).
  • Creator: the user who creates a ticket.
  • Credit note: a form or letter sent by a seller to a buyer, stating that a certain amount has been credited to the buyer's. A credit note is issued in various situations to correct a mistake, such as when an invoice amount is overstated, correct discount rate is not applied, etc. itmSUITE® allows to issue and manage credit notes within the FM - Financial Management module.
  • Custom field: see workflow custom field.
  • Custom time ranges: these are definitions of time frames. These can be used in several other functionalities, for example by the self service configuration system.

D

  • DashBoard: TBD the dashboard module.
  • Dashboard: TBD (the elements managed by the DB module).
  • Dashboard component: an object, e.g. graphic, which can be included in a dashboard.
  • Data source: is a name given to the connection set up to a database. In the context of workflow management this refers to the a set of data which is used to populate a workflow custom field.
  • Data view: views of data at data base level which can be used to create reporting or read operations. Data views shall not be confused with views.
  • DB: abbreviation for DashBoard.
  • DE: abbreviation for discovery engine.
  • Decision matrix: a rule which makes it possible to calculate the value of a target ticket workflow field based on the value of two other influencing (driving) workflow fields.
  • Delivery: an expected output of a project or service, whether tangible or intangible.
  • Delivery type: TBD.
  • Demand management: the process enabling the clients (and their delegated users) of services (e.g. IT services) to ask for new services or changes to those existing. The process includes the analysis and authorization steps needed to authorize the request and activate the fulfilment process (generally managed by means of change management or request fulfilment processes). NOTE: this given definition of demand management is typical of some contexts (IT management in some countries) and does not fully match the ITIL® one nor the one commonly accepted in some business contexts (a planning methodology used to manage and forecast the demand of products and services). A workflow cartridge is made available for the SM module which supports the execution of the demand management process. See Demand Management page for more information on this configuration.
  • Deployment change: TBD
  • Deployment change management: TBD
  • Discovery engine: one of the modules of itmSUITE®. The full name of it is DE - Discovery Engine. By installing its agents on IT components, it allows to gather information on hardware, software components and their relationships. The result of the discoveries may be imported in the CMS.
  • Dynamic solution group: it is a workflow field (therefore used in tickets) which contains a list of groups. Dynamic solution groups are currently 6: DSG1 (also named master solution group), DSG2 (also named solution group), DSG3 (also named "third solution group", DSG4, DSG5 and DSG6.
  • Document: TBD
  • Document position: a logical repository area where documents can be stored. The logical repository areas are: "Project", "Timesheet Record", "Milestone", "Purchase Contract", "Sale Contract", "Resource", "Cost Occurence", "Delivery", "Ticket", "Service" and "Invoice/Credit Note".
  • DSG: abbreviation for dynamic solution group.

E

  • EAC: abbreviation for estimation at completion.
  • Earn: TBD
  • Earned value: TBD
  • EEM: abbreviation for external event management.
  • Estimation: an overall economic evaluation of a service or project or a related to a specific ticket (process instance). The estimation may include the following types of costs: effort related (deriving from timesheets work declarations and associated purchase contracts), expenses related (deriving from expenses declared in timesheets and the applicable purchase contracts) and cost items related (deriving from specific cost elements such as investments or services). The evaluation may include three cost dimensions: budget, balance and forecast (budget + balance) at a specific estimation period.
  • Estimation at completion: TBD
  • Estimation competence period: the estimation can be split in time frames (estimation competence periods) for which it is possible to view and update data. The estimation competence periods can be: the overall project or service, years or months.
  • Estimation period: the date at which all costs of an estimation are evaluated.
  • Estimation repository: the logical repository where estimations related to projects or services (not those related to tickets) can be saved and from where they can be later loaded.
  • Estimation to completion: TBD
  • ETC: abbreviation for estimation to completion.
  • External event management: one of the modules of itmSUITE®. The full name of it is EEM - External Event Management. It facilitates the integration of events occurring in systems external to itmSUITE® with the functionalities of itmSUITE® itself or vice versa (e.g. the opening of an itmSUITE® ticket based on the content of an incoming email).
  • Event type: predefined types of occurring activities or outcomes in the domain of itmSUITE®. Examples of event types are the following: change of the status of a ticket activity, assignment of a project activity to a resource, a change of status of a ticket, etc. Event types are associated to an event type template and sent according to the specified schedule (notification). See also Notifications management page.
  • Event type template: the message template (an html file) related to an event type which is used when a notification for the event type is triggered. For more information on how to edit this type of file, see also Notifications management page.
  • Exploration: see configuration exploration.

F

  • Filter: it is a set of selection criteria to be applied to a view. Filters can be created and distributed to users. See Filter management page for more details.
  • Field: see workflow field.
  • Financial management: one of the modules of itmSUITE®. The full name of it is FM - Financial Management. It allows to manage financial aspects (budget, balance data and forecasting) of projects, services and their related entities (project activities, tickets, and ticket activities).
  • FM: abbreviation for financial management.
  • Form section: see workflow form section.

G

  • Grant: a permission given to a role to view a specific workflow field. Grants are given for specific workflow statuses in the context of workflow configuration.
  • Grid mode: a component which allows to manage records of data in a way similar to what happens in a spreadsheet. See grid mode for more information on the features and use of this component.
  • Grid search: TBD
  • Group: a team of people but also one of the workflow related roles.For example, groups can be used to assign tickets and ticket activities.
  • Group manager: the resource coordinating or responsible for a group.

H

Help editor: TBD.

I

  • Impact analysis: a functionality of CMS. Starting from a configuration item, it allows to find the impact of its failure on other configuration items of type IT service.
  • Impact chain: TBD.
  • Incident: according to ITIL®, an incident is an unplanned interruption to an IT service or reduction in the quality of an IT service. Failure of a configuration item that has not yet affected service is also an incident – for example, failure of one disk from a mirror set. Incidents are managed through the incident management process and a workflow cartridge is available for the SM module which supports its execution according to the guidelines provided by ITIL® and ISO/IEC 20000.
  • Incident management: according to ITIL®, the process responsible for for managing the lifecycle of all incidents. Incident management ensures that normal service operation is restored as quickly as possible and the business impact is minimized. A workflow cartridge is made available for the SM module which supports the execution of the incident management process according to the guidelines provided by ITIL® andISO/IEC 20000. See Incident Management page for more information on this configuration.
  • Invoice: a commercial document issued by a seller to a buyer. It identifies both the trading parties and lists, describes, and quantifies the items sold, prices, discounts (if any), etc. itmSUITE® allows to issue and manage invoices within the FM - Financial Management module.
  • Invoice attachment: an attachment related to a specific invoice, specifying the activities and or expenses included to which the invoice refer. Invoice attachments may be automatically generated during the billing process. See also billing and invoice.
  • ISO/IEC 20000: an international standard for the quality of IT service management. See also the ISO website for more information.
  • ITIL®: a set of best-practice publications for IT service management. Owned by Axelos limited, ITIL® gives guidance on the provision of quality IT services and the processes, functions and other capabilities needed to support them. The ITIL® framework is based on a service lifecycle and consists of five lifecycle stages (service strategy, service design, service transition, service operation and continual service improvement), each of which has its own supporting publication. See also the ITIL® official site for more information. ITIL® is a registered trade mark of Axelos limited.
  • itmSUITE: TBD
  • IT Service Management: the implementation and management of quality IT services that meet the needs of the business. IT service management is performed by IT service providers through an appropriate mix of people, process and information technology.

K

  • Key business entity: one of the key entities managed by itmSUITE® (resources, projects, timesheets, tickets, etc.).
  • Knowledge: is one of the entities related to workflow engine. See the Workflow engine page for more information.
  • Knowledge Portal: TBD.
  • Known error: a problem that has a documented root cause and/or a workaround. The known error management process is responsible to manage known errors lifecycle. Known errors are typically used to provide (by publishing) workarounds to service users until a final solution for the underlying problem is not found.
  • Known error management: the process responsible of managing the life cycle of known errors. A workflow cartridge is made available for the SM module which supports the execution of the incident management process according to the guidelines provided by ITIL® and ISO/IEC 20000. See Known Error Management page for more information on this configuration.
  • KPI: Key Performance Indicator, TBD

L

  • Language Management: TDB
  • LDAP: TBD
  • License: the activation key enabling the use of itmSUITE® modules by users. The license articulation is per module and per user type. View the License details page for more information.
  • List mode: TBD non EJS mode, see also grid mode.
  • Log info: the information about the access of users to itmSUITE® automatically recorded by the system. See Log management page for more info.

M

  • Manager: a user with associated user type "Manager". A manager can configure company master data according to the privileges set in MURM. Furthermore, he/she is automatically associated to the static role "Manager" which can be used in workflows and projects configurations.
  • Manager row: data for a timesheet corresponding to what a manager approves (usually corresponding to company billable values).
  • Master data: the set of data agreed and shared across itmSUITE® which supports the management of the key business entities. For the list of master data tables refer to cross master data configuration.
  • Matrix timesheet: TBD
  • MB: abbreviation for message bus.
  • MDMM (Master Data Management Matrix): the functionality which allows to manage grants for the records of some master data. See MDMM management page for more details.
  • Master solution group: a dynamic workflow role (e.g. used to define rights for workflow transitions or workflow fields). The workflow field Master Solution Group let define the master solution group among available solution groups and this assignment can be done for each ticket instance. Master solution group is also named DSG1 (see dynamic solution groups).
  • Menu: a link to a management functionality of itmSUITE®. These links are provided on the left of the itmSUITE® screen and changes according to the privileges and the configuration of their visibility. See the Menu management page for more information.
  • Message: a communication, caracterized by a subject, content, recipient(s) and, optionally, attachment(s) which can be sent through itmSUITE® message system to users or external recipients (in such a case the communication is sent through an email service). The message can also be based on a ticket message template. See the Message system page for more information.
  • Message bus: TBD
  • Message system: one of the technical component of itmSUITE®, the message system is the engine dispatching all the messages automatically or manually generated within the system. The message system has a user interface which allows to receive and send messages and it can be synchronized with external mailing systems. See the Message system page for more information.
  • Message template: TBD.
  • Metric: TBD.
  • Module: one of the components of itmSUITE® which makes avaiable a specific sets of functionalities. Modules may be core or complementary. Core modules can be installed and activated autonomously. Complementary modules require the presence of at least one core module. For a list of core modules and a description of their features refer to itmSUITE® - Core modules. For a list of complementary modules and a description of their features refer to itmSUITE® - Complementary modules.
  • Model: a set of configuration items and their relationship represented according to specific modelling conventions which includes the definition of the entities, relationship types among them and graphical appearance.
  • Monitoring system configuration: TBD
  • MSC: abbreviation for monitoring system configuration.
  • MSG: abbreviation for master solution group.
  • MURM (Managers User Rights Management); the functionality used to grant rights for managers. This functionality can be accessed from General/Company/MURM.

N

  • NTLM: TBD
  • News: they are broadcast communications relevant for the users or part of the users of itmSUITE®. The system makes available a management system to broadcast news to the target audience and for specific time frames. See News management page for more information.
  • News management: TBD
  • Notification: the configured schedule to communicate the event type template message related to an event type. Notifications are sent via the itmSUITE® message system. See also Notifications management page.

O

  • Object: in CMS - Configuration Management System context, an element which can be used to represent an asset or a configuration item.
  • Objective: objective characterized by a metric and targets which can be set and calculated by means of the OCE module. They can be typically used in order to manage service levels.
  • Objectives calculation engine: a complementary module of itmSUITE®. The full name of it is OCE - Service Level Management. This module enables to manage service levels for service and projects.
  • OCE: abbreviation for objectives calculation engine.
  • Organizational unit: the representation of the organizational structure of a client. Levels of the organization can be defined by means of tree nodes and clients' associated resources can be related to each. The service provider' s organization can be mapped by using a fictitious client.
  • OU: abbreviation fororganizational unit.

P

  • Passive channel: TBD
  • PBS: see product breakdown structure.
  • Percentage complete (% complete): TBD
  • Personal preferences: the set of user's preferences concerning the use of itmSUITE® which can be managed by the user. See the Personal preferences page for more details.
  • PFD: see product flow diagram.
  • Planned % complete: TBD
  • Pm: abbreviation for project manager.
  • PM: abbreviation for project and portfolio management.
  • PM row: data for a timesheet corresponding to what the project manager or service manager approves (the company cost).
  • Portfolio analysis: TBD report
  • Portfolio gantt: TBD
  • Price Items: TBD
  • Problem: according to ITIL®, a problem is a cause of one or more incidents. The cause is not usually known at the time a problem record is created, and the problem management process is responsible for further investigation. Problems are managed via the problem management process and a workflow cartridge is available for the SM module which supports its execution according to the guidelines provided by ITIL® and ISO/IEC 20000.
  • Problem management: according to ITIL®, the process responsible for managing the lifecycle of all problems. Problem management proactively prevents incidents from happening and minimizes the impact of incidents that cannot be prevented. A workflow cartridge is made available for the SM module which supports the execution of the problem management process according to the guidelines provided by ITIL® and ISO/IEC 20000.
  • Process owner: TBD
  • Product: this is any product or service provided by the company internally or to its clients. itmSUITE® allows to manage product master data product as an entity in workflows and modules.See also Introduction to basic configuration page for products configuration.
  • Product breakdown structure: a hierarchy of all the deliveries to be produced during a project or service.
  • Product flow diagram: a diagram showing the sequence of production and interdependencies of the deliveries listed in a product breakdown structure.
  • Project: a temporary organization that is created for the purpose of delivering one or more business products according to an agreed Business Case. For this purpose, in itmSUITE® a set of entities, their attributes and related management functionalities are made available to the users which play a role in the project.
  • Project activity: an activity scheduled for a project. This is one of the information managed by itmSUITE® for a project.
  • Project activity type: a categorization for project activities.
  • Project and portfolio management: one of the modules of itmSUITE®. The full name of it is PM - Project and Portfolio Management. This module enables to manage projects and portfolios of projects.
  • Project currency: TBD.
  • Project delivery: see delivery.
  • Project explorer: TBD (CMS context)
  • Project issue: TBD
  • Project manager: this is a special role on a project, automatically inheriting specific rights and visibility of data for it.
  • Project milestone: a structured check of the status of a project where several information (estimation, progress, comments, etc.) are gathered and stored. These information may be used for project control (see semaphores).
  • Project off-specs: TBD
  • Project portfolio: TBD
  • Project RFC: TBD
  • Project risk: see risk.
  • Project semaphore: see semaphore.
  • Purchase contract: see contract.
  • Purchase tariff: Tariff used by the system to calculate Timesheet costs. Tariff is usually set as Daily value.

Q

R

  • RE: abbreviation for reconciliation engine.
  • REP: abbreviation for reporting management.
  • Reconciliation: a process performed by the reconciliation engine which allows to import information from a data source into the CMS in a controlled way (deciding which information for which configuration item to import).
  • Reconciliation engine: one of the modules of itmSUITE®. The full name of it is RE - Reconciliation Engine. This module enables the reconciliation process.
  • RfC: abbreviation for Request for Change.
  • Relationship: a relationship between two configuration items.
  • Release: according to ITIL®, one or more changes to an IT service that are built, tested and deployed together. A single release may include changes to hardware, software, documentation, processes and other components. Releases are managed through the release and deployment management process and a workflow cartridge is made available for the SM module which supports its execution according to the guidelines provided by ITIL® and ISO/IEC 20000.
  • Release and deployment management: according to ITIL®, the process responsible for planning, scheduling and controlling the build, test and deployment of releases, and for delivering new functionality required by the business while protecting the integrity of existing services. A workflow cartridge is available for the SM module which supports its execution according to the guidelines provided by ITIL® and ISO/IEC 20000. See Release Management page for more information on this configuration.
  • Release management: see release and deployment management.
  • Report: a report generated with reporting management.
  • Reporting management: one of the modules of itmSUITE®. The full name of it is REP - Reporting Engine. This modules enables to define and embed new reports in addition to those predefined in itmSUITE®.
  • Report template: TBD
  • Request: see self service request.
  • Request for Change: TBD.
  • Request fulfilment: according to ITIL®, the process responsible for managing the lifec ycle of all service requests. A workflow cartridge is available for the SM module which supports its execution according to the guidelines provided by ITIL® and ISO/IEC 20000. See Request Fulfilment page for more information on this configuration.
  • Resource: term used to refer to a human resource and his/her associated information managed in itmSUITE®. A resource may or may not have an account and, therefore, be a user.
  • Resource row: data for a timesheet corresponding to what declared by the resource.
  • Resolution cause: TBD
  • Risk: an uncertain event or set of events that, should it occur, will have an effect on the achievement of objectives. A risk is measured by a combination of the probability of a perceived threat or opportunity occurring, and the magnitude of its impact on objectives. Risks can be managed for projects and services in the Issues/Risks tab.
  • Role: a usage profile determining user's rights on data and functionalities. More than a role may be associated to a user. Roles are distinguished in application level roles, projects and services related roles, workflows related roles. Application level roles are set at user's level and related to the available licenses (they determine the number of users who may be activated). Project and service roles are dynamically assigned to users in the context of each project or service. Workflows roles are dynamically assigned to users in the context of each workflow See also Roles page for more information.
  • .rptdesign: extension for a file created by the BIRT designer component.

S

  • SACM: abbreviation for service asset and Configuration management.
  • Sales contract: see contract.
  • Sale role: TBD.
  • Sales role tarif: TBD.
  • Search context: the definition of the scope where a search, with a Quick Search (available right on the top part of the itmSUITE® screen). Search contexts are of three types: preinstalled (and not modifiable), published by a manager or defined by a user. Search contexts are listed next to the Quick Search command and their scope can be tailored on any part of itmSUITE®. See search context management page for more information.
  • Self service: see self service portal.
  • Self service category: a part of the organization of the self service portal. Self service categories may be defined for each self service topic and they appear as a tree on left side of the self service portal with a maximum two level of depth.
  • Self service portal: a functionality of itmSUITE® enabling users to quickly open tickets by browsing a structured presentation of the available ones. The levels of presentation are self service topics (highest level), self service category (intermediate level) and self service requests (lowest level). itmSUITE® makes it possible to define the visibility of data according to needs. See the self service portal page for more information.
  • Self service request: the lowest element for the structure of a self service portal. For each self service category it is possible to define one or more self service requests. Self service requests are configured to trigger the activation of a workflow, also passing some initial settings to it.
  • Self service topic: a part of the organization of the self service portal. Self service topics may be customized with icons and they appear in the upper part of the self service portal. Their selection influences the visibility of self service categories.
  • Semaphore: a metric which is used to monitor a particular aspect of the status of a project (project semaphore) or service (service semaphore). Threshold values shall be defined for each semaphore and are used in reports and messages where the status of a project is reported. Se the semaphores dedicated page for more information.
  • Service: a mean to provide value to customers by facilitating outcomes customers wants to achieve using resources and capabilities. For this purpose, in itmSUITE®, a set of entities, their attributes and related management functionalities are made available to the users which play a role in the delivery of the service.
  • Service activity: an activity scheduled for a service. This is one of the information managed by itmSUITE® for a service.
  • Service asset and configuration management: according to ITIL®, the process responsible for ensuring that the assets required to deliver services are properly controlled, and that accurate and reliable information about those assets is available when and where it is needed. This information includes details of how the assets have been configured and the relationships between assets. Service asset and configuration management purpose and objectives are fully supported by the CMS module of itmSUITE®.
  • Service catalogue: TBD
  • Service delivery: see delivery.
  • Service desk: according to ITIL®, the single point of contact between the service provider and the users. A typical service desk manages incidents and service requests, and also handles communication with the users. itmSUITE® fully enables the implementation and management of a service desk.
  • Service desk and service management: one of the modules of itmSUITE®. The full name of it is SM - Service Desk and Service Management. This module enables to manage services.
  • Service level: according to ITIL®, a measured and reported achievement against one or more service level targets. The term is sometimes used informally to mean service level target. In itmSUITE® service levels can be defined and measured by means of the OCE - Service Level Management module.
  • Service level management: according to ITIL®, the process responsible for negotiating achievable service level agreements and ensuring that these are met. It is responsible for ensuring that all IT service management processes, operational level agreements and underpinning contracts are appropriate for the agreed service level targets. Service level management monitors and reports on service levels, holds regular service reviews with customers, and identifies required improvements. Several itmSUITE® modules support the implementation and management of the service level management process: OCE - Service Level Management supports the definition, calculation and use (e.g. in ticket lists or forms) of the service levels; SM - Service Desk and Service Management supports the definition of processes to manage service reviews and service improvements; REP - Reporting Engine supports the monitoring and reporting of service levels.
  • Service manager: this is a special role on a service, automatically inheriting specific rights and visibility of data for it. In ITIL®, this is a generic term for any manager within the service provider. Most commonly used to refer to a business relationship manager, a process manager or a senior manager with responsibility for IT services overall.
  • Service provider: TBD
  • Service request: according to ITIL®, a formal request from a user for something to be provided – for example, a request for information or advice; to reset a password; or to install a workstation for a new user. Service requests are managed by the request fulfilment process, usually in conjunction with the service desk. A workflow cartridge is available for the SM module which supports its execution according to the guidelines provided by ITIL® and ISO/IEC 20000. See Request Fulfilment page for more information on this configuration. Service requests should not be confused self service request although self service requests may often be a configured to instantiate service requests.
  • Service review: a structured check of the status of a service where several information (estimation, progress, comments, etc.) are gathered and stored. These information may be used for service control (see semaphores).
  • Service risk: see risk.
  • Service semaphore: see semaphore.
  • SG: abbreviation for solution group.
  • Sm: abbreviation for service manager.
  • SM: abbreviation for service desk and service management.
  • Solution group: see groups. A solution group is generally meant as a group dedicated to the resolution of incidents and/or problems. Solution group is also named DSG2 (see also dynamic solution groups).
  • Solution group manager: see group manager.
  • SRCS: abbreviation for Self service Request Configuration System, see self service.
  • Standard change: TBD
  • Standard function: a set of functions delivered for reporting purpose
  • Status: TBD
  • Superadmin: a special user type. A superadmin user is created with predefined access credentials when itmSUITE® is initially installed. The superadmin may: create new companies, create other users (either superadmins or users with user type "Admin" enabled to configure the companies to which they are associated) and perform some key essential settings in order to enable other users to complete company configurations. For more information, have a look to the superadmin page.
  • Suppliers: a generic term that means a supplier providing services, resources and/or goods to a company. itmSUITE® allows to manage supplier master data and supplier as an entity in workflows and modules.
  • Symbol: in CMS context - TBD

T

  • Third solution group: an alternative name for DSG3 (see dynamic solution groups).
  • Ticket: term used to refer to an instance of a process managed through the workflow engine.
  • Ticket activity: an activity scheduled to manage a ticket.
  • Ticket activities template: a predefined and configured set of ticket activities in order to manage a ticket.
  • Ticket estimation: a ticket estimation (budget, balance and estimation to complete) made for a ticket in its Estimation section.
  • Ticket message template: a predefined model which is used to create a message. For example, this is used for the creation of messages from tickets.
  • Ticket type: TBD
  • Ticket worker: a resource assigned to work on a specific ticket. This is also a workflow related role.
  • Time zone: the time zone of reference used to read date/time data which can be chosen by a resource (see personal preferences). A time zone is set for the system and date/time values are converted and shown to the user according to the chosen time zone for the resource. For more information see time zone management page.
  • Timesheet: a record corresponding to a declaration of work done. This work can be related to a project or a a service or to any detailed elements (such as project activities, service activities, or tickets or ticket activities) of them.
  • Timesheet attachment: an attachment (document) related to a timesheet. A timesheet attachment is generally used to document expenses.
  • To do list: TBD
  • Transition: see workflow transition.
  • Tuple: TBD

U

  • User: the login information which can be associated to one resource per company. A resource with an active user can enter and use itmSUITE® according to the configured grants. Only a user can be associated with a resource per each company (a user may be associated to different resources in different companies). The association of a user to a resource is not mandatory. Users should have one or more user type.
  • User type: there are different types of users ("Requester", "Resource", "Project/Service Manager", "Manager", "Admin" and "Superadmin"). one or more user types may be associated to a user. The association of a user type also enables some related functionalities: see Users and resources and Roles pages for additional information.

V

  • VAT: TBD
  • VCE: abbreviation for Visual Condition Editor.
  • VCE condition: a boolean expression defined with the Visual Condition Editor.
  • View: is a preconfigured selectionof attributes and associated preferences (including a filter) to list records for an itmSUITE® managed entity (e.g. projects, services). Views can be created and distributed to users. See Views management page for more details.
  • Visual Condition Editor: TBD. See also visual condition editor page.

W

  • Workaround: according to ITIL®, reducing or eliminating the impact of an incident or problem for which a full resolution is not yet available – for example, by restarting a failed configuration item. Workarounds are documented in known error records. The known error management process is responsible for the life cycle of knonw errors.
  • Workflow: a business process, made of a sequence of activities transforming inputs into outputs with the aim to achieve specific outcomes. With itmSUITE® it is possible to support the execution of workflows by means of the workflow engine. See the Workflow engine page for more information.
  • Workflow administrative status: a field among those manageable for a workflow. The field represents the administrative status of the workflow instance which, in turn, plays a role in the billing processes managed by the financial management module.
  • Workflow cartridge: the set of configuration settings which define the contents and execution of a workflow by means of the workflow engine. See the Workflow engine page for more information.
  • Workflow causal: when transitioning from a workflow status to another it is possible to configure the workflow engine so that it requires or simply enables to specify the reason for the transition itself. This reason is known as workflow causal and it can be categorized using workflow causal types (e.g. all the possible workflow reasons to move from a source status to a closed status).
  • Workflow causal type: a categorization of workflow causal.
  • Workflow conditions: Boolean expressions used to influence the visibility or possibility to edit workflow fields by users. The Boolean expressions may take into consideration attributes of system entities (e.g. projects, services, tickets, etc.).
  • Workflow custom field: see workflow fields.
  • Workflow engine: the component of itmSUITE®, part of the SM - Service Desk and Service Management module, which allows to configure and execute workflows.See the Workflow engine page for more information.
  • Workflow explorer: TBD
  • Workflow field: a component of a workflow corresponding to a managed entity attribute which can be used in a workflow form. Workflow fields can be of two types: "predefined" and "custom". Predefined workflow fields are pre installed and available for any workflow while custom ones can be specifically defined and managed for a workflow.
  • Workflow form: TBD.
  • Workflow form section: TBD.
  • Workflow operational status: see workflow status.
  • Workflow notifications: TBD.
  • Workflow role: see role.
  • Workflow status: a condition of a workflow instance. Workflow statuses may be defined by the process owners and are of two types: "normal" and "legacy". TBD
  • Workflow Activity Template Options: Options at workflow level that enable different behaviour of Ticket activity in a Ticket
  • Workflow transition: the rule allowing users to pass from a workflow status to another. Rights to execute workflow transitions are part of the workflow configuration.
  • Workspace: TBD

X

Y

Z