This short glossary is a repository of technical terms that are use across ServiceDesk Plus Cloud. Where applicable, information on where the term may be used and the feature that uses it is provided for a better context.

Technology used for user management, authentication, and device management in Windows Domains networks.

Activities #
Activities list the requests and tasks from home, requests, changes, projects, milestones, and releases of the logged-in user.

AD Authentication #
An Active Directory service used to authenticate users, devices, and services in Windows Domain networks.

Additional Fields #
Fields created by the administrator that are used to capture extra information in templates and forms.

Announcements #
Announcements are company-wide messages or information from the help desk that are displayed on the home page of the self-service portal.

Approver #
A user who approves a request, change, project, release, or solution.

Asset #
Any resource or capability that contributes to the delivery of the business service.

A contingency plan to be implemented in case change technicians decide to back out of the change.

 

Calendar View #
Calendar view displays the schedule of various changes and releases in weekly and monthly calendars.

 

A planned activity that could affect IT services. Change usually involves addition, modification or removal of an asset, service, or infrastructure within an organization.

 

Change Advisory Board #
A designated group of technicians or users to assist the Change Manager in assessing, scheduling, and prioritizing changes.

 

Change Stages #
A directional classification to manage and track the progress of various activities and functions in changes. The available change stages are submission, planning, CAB evaluation, implementation, UAT, release, review, and close.

 

Checklist #
A to-do list of essential steps to be completed to verify whether the change/release implementation is completed with all requirements fulfilled.

 

Closure Rules #
A feature used to select mandatory fields that technicians must fill while closing requests, changes, releases, or tasks.

 

Closure Code #
Closure Code denotes the reason behind closing a request, change, or release.

 

Comments #
Comments allow project members belonging to different ranks to communicate and raise notifications to each other.

 

Conversations #
A thread containing all the communication within an incident, service, or change request.

 

Custom Views #
Custom views filter the data displayed based on the specified criteria.

 

Downtime #
Downtime refers to the period when a service will be unavailable due to a change or release implementation.

 

A user, apart from the technician, who has the permission to add additional information to a service request.

 

ESM Directory #
The ESM directory lists application-wide configurations applicable across instances. An OrgAdmin can do the following operations from the ESM Directory: Service Desk instance creation, user management, user authorization, and organizational-level configuration.

 

ESM Portal #
The ESM portal is a central console that provides users access to various services and service desk instances within the organization.

 

Gantt View #
Gantt View displays the schedule summary of projects/project tasks cumulatively and individually as a bar chart. It presents the different phases and various activities that occur in the project's work breakdown structure.

 

Global Search #
Global search allows users to search for any information across all modules in the application.

 

Help Desk #
Help desks deliver a variety of IT services in an organization. They serve as a single point of contact for any requirement, issue, or assistance end users need to access technology services.

 

A measure of the business criticality of an incident based on the number of people or systems affected.

 

Impact Details #
A detailed explanation of the positive and negative impact a problem/ change/release will have before and after implementation.

 

An issue is anything that disrupts normal business activity and requires the attention of the help desk. It could be classified as a low, medium, or high risk event. In ITSM, it is popularly known as an incident.  

 

A ready-to-use collection of predefined templates of issues/incidents.

 

Instance #
An instance is a service desk created specifically for a business function like IT, HR, or Facilities to manage their service desk operations.

 

Instance Types #
The types of service desks built-in ServiceDesk Plus Cloud - IT, HR, and Facilites.

 

An up-to-date searchable repository of solutions for commonly encountered issues and previously recorded issues.

 

List View #
A compact, tabular view that allows users to create and manage entities in a module.

 

A chat feature that enables users to interact with technicians. It is available on the lower-right corner of the self-service portal.

 

A milestone marks a significant event in a project. It is used to group project tasks, establish relationships between them, and define task dependency.

 

Notes are used to document small pieces of additional information based on your observations in the conversation tab of various modules.

 

Requester for whom another requester creates an incident or service request.

 

A feature that enables users to examine the printable version of requests before printing.

 

Profile pictures are user-customizable images that serve as an identity. It appears on the upper-right corner of the self-service portal. It also appears during chat to easily recognize the users.

 

A change request is broken down into smaller workable sub-parts called projects. It is essentially a set of tasks organized to accomplish a common goal. To work on a project, a user must be assigned a project role.

 

Project Members #
Any user with an assigned project role.

 

Unique roles assigned to the project members for efficient project management. Different roles have different levels of access or permission to the project.

A ready-to-use collection of predefined templates for both issues and service requests.

 

Roles #
Roles are a set of permissions that enables each user to access the help desk tool to execute specific tasks in the application.

 

Rollout Plan #
The plan to implement the change/release in phases or as a whole.

 

A support portal that enables users to raise requests, find solutions, manage projects, and interact with technicians.

 

A formal communication that is used to request any service from the help desk. Unlike issues, service requests are not used for things that affect normal business activity.

 

A brief description of the process or steps undertaken to resolve the problem.

 

A discrete piece of work or activity that can be done in a project.

 

It is a logical relationship between tasks that is used to define the order of completion of each task.

 

Technician #
The help desk team responsible for handling requests raised by the employees of the organization.

 

A ready-to-use form with auto-populated fields that is available for various tasks, projects, issues, and service requests. The users can save time and effort spent creating the forms from scratch.

 

Template view displays entities in a module as an extensive list where crucial information is displayed as fixed columns, while further information can be viewed under the entity subject.

 

Domains whose ownership is confirmed. Domain verification is necessary to verify the validity of the domain and its usage.​