Glossary

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

A

• 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.

C

• Configuration management database: (CMDB) organized repository of all elements of IT structure which undergo the configuration management process.
• Configuration item: a specific type of asset which contributes to the delivery of an IT service.
• Configuration management: process enabling to identify, control and check information needed for managing IT services, creating and maintaining a database of elements, their states, relationships between them and any information needed for effective and efficient management of IT service quality.
• 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®.

K

• Key business entity: one of the key entities managed by itmSUITE® (resources, projects, timesheets, tickets, etc.).

M

• Mater 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.
• 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.
• MURM (Managers User Rights Management); the functionality used to grant rights to users of type "Manager". This functionality can be accessed from General/Company/MURM.

P

• 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.

R

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.

S

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.

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.

T

• 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.
• 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.

• 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

itmSUITE® - Users and resources configuration for additional information.

W

Workflow engine: the component of itmSUITE®, part of the SM - Service Desk and Service Management module, which allows to configure and manage a business process.