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Griffith Service Manager (GSM)
Griffith Service Manager (GSM)
Glossary
Here are the key terms you will need to know to work with the Griffith Service Manager. The focus
is on Incident and Request with other topics to follow.
Term
Definition
Context
Action
An Action is an activity that can be initiated
manually (from a button, link, menu bar item, or
Widget) or automatically (from an Automation
Process, One-Step™, or email Monitor) to execute
a command (ex: Print) or display/run a GSM Item
Interface
Action toolbars
The Action toolbars display buttons specific to the
Interface
type of record displayed in the Main Pane (ex: The
Incident toolbar displays when an Incident is active).
These toolbars are created as part of the Business
Object definition in GSM Administrator.
Alt. Contact Info
Alternate phone number or e-mail address of the
Customer who initiated the Incident/Request.
Record
Management
Arrangement
The Arrangement dynamically displays linked child
records, such as Journals, Tasks, Approvals, etc.
Record
Management
Automation
Process
Automation Processes allow GSM Users to
automate behaviour by creating rules for the system
to follow.
Blueprint
A Blueprint is a working copy of changes to your
GSM system definitions (Business Objects, Fields,
Forms, Grids, etc.) that allows you to make offline
changes and then publish them to your live system
at a later time.
System
Administration
Bomgar
Bomgar® is a remote support solution that enables
secure, real-time remote support sessions. Griffith
Service Manager (GSM) integrates with Bomgar so
that GSM technicians and Customers can launch
remote support sessions directly from GSM to
encourage real-time collaboration and fast
resolution of IT issues. Session details (ex: Chat
conversation history) can then be stored in an
applicable Business Object.
Tool
Browser Client
The GSM Browser Client is a web application that
enables Users to access most of the features
available from the GSM Windows-based Desktop
Client using a browser. The GSM Browser Client
supports most major modern browsers on desktop
machines and tablets.
Interface
Business Object
A Business Object is a definition-powered business System
entity that stores data to help organizations manage Administration
their various workflows and business processes.
For example, the Incident Business Object
embodies everything about an Incident (ex: Who
initiated it, how it is categorized, to whom it is
assigned, etc.).
Category
Service Category that the record relates to (ex:
Mobile Client).
Record
Management
Change Advisory The Change Advisory Board (CAB) is a group of
Process
Board (CAB)
people that support the assessment, prioritization,
authorization and scheduling of Changes. At Griffith
CAB meets on Wednesday mornings
Change
Management
GSM Change Management ensures that Changes
are recorded, classified, scheduled, implemented,
and reviewed to minimize Service disruption to the
company.
Process
Change Request A Change Request is a record that tracks the
Process
addition, removal, or modification of anything that
could affect IT Services. These can include
changes to architectures, processes, tools, metrics,
documentation, and other Configuration Items.
Cherwell Mobile
Cherwell Mobile is a mobile platform that provides
Interface
access to Griffith Service Manager (GSM) via
mobile devices, either through native applications or
appropriate browser support.
Cherwell Mobile
for Android
Cherwell Mobile for Android™ is the Griffith Service Interface
Manager (GSM) Android app, which provides
access to GSM from an Android™ device.
Cherwell Mobile
for Browser
Cherwell Mobile for Browser is a mobile-optimised
website that provides access to Griffith Service
Manager (GSM) from mobile devices that have
appropriate browser support (ex: Windows® and
Blackberry® mobile devices).
Interface
Cherwell Mobile
for iOS
Cherwell Mobile for iOS®, formerly called
iCherwell™, is the Griffith Service Manager (GSM)
iOS app, which provides access to GSM from your
iOS device.
Interface
Cherwell Report
Writer
The Cherwell Report Writer is a built-in report
writing tool accessed through the Report Wizard
that helps Users create GSM Reports quickly and
easily.
Reporting
Cherwell Service Cherwell Service Management™ (CSM) is a
Management
configurable, scalable, Out-Of-The-Box (OOTB)
(CSM)
service desk solution based on IT Service
Management (ITSM) best practices and the ITIL
framework. CSM has been used to build the Griffith
Service Manager.
Product
Configuration
Item
Configuration Items (CIs) are assets that make up
Record
the CMDB that are managed to avoid disruptions to Management
Services.
Configuration
Management
Database
(CMDB)
The Configuration Management Database (CMDB)
is a repository of Configuration Items (CIs).
System
Administration
Custom Query
Builder
The Custom Query Builder allows you to create an
exclusive search that finds all records meeting a
unique criteria.
Searching
Custom Search
A Custom Search is an exclusive search that finds Searching
all records meeting unique criteria (ex: Add search
criteria to a Chart Widget). Custom searches are
meant to be defined on-the-fly for unique scenarios,
but can also be saved as Search Groups if
necessary.
Customer
A Customer is an End-User, either an internal
System
employee or an external individual, who relies on
Administration
GSM to initiate/fulfil a Service or Product (ex: A
person reporting a lost password or requesting a
new phone). If configured, a Customer can access
GSM data and perform self-service activities using
the Portal. A Customer is assigned to one, and only
one, Security Group (so they can access specific
functionality and data) can log in using their default
Role (so they can have a personal Customer View)
and can belong to one or more Workgroups (so
they can share GSM items, such as Dashboards).
Customer
Survey
A Customer Survey is a GSM tool that generates
questions used by the company to obtain feedback
from Customers regarding a product or service.
Dashboard
A Dashboard is a configurable, interactive, and
Interface
insightful console capable of initiating commands
and Actions, and providing real-time, at-a-glance
information through the use of filterable,
configurable Widgets (Action Catalogues, Websites,
Buttons and Links, Charts, Command Palettes,
Gauges, Matrixes, Search Controls, Search
Results, Twitter Feeds, RSS Feeds, and Shapes).
Dashboard
Viewer
The Dashboard Viewer is a stand-alone tool that
Interface
displays a single GSM Dashboard or cycles through
a group of Dashboards (called a Slideshow) without
consuming a license.
Emergency
Change
An Emergency Change is a break in the system and Process
must be addressed immediately so that the system
can resume operation. Since the Change is critical,
it requires immediate attention from either the CAB
or Emergency Change Advisory Board (ECAB).
Record
Management
Emergency
The Emergency Change Advisory Board (ECAB) is
Change Advisory a subgroup of the Change Advisory Board that
Board (ECAB)
makes decisions about Emergency Changes.
Process
Field
A Field is a basic unit of information (ex: ID, last
name, address, etc.) that is specific to a Business
Object (ex: Incident, Problem, Service, Customer,
etc.).
Record
Management
Form
A GSM Form is a graphical representation of a
Record
GSM Business Object that is used to view and input Management
data directly into the Business Object's Fields using
configurable Form Controls (ex: Text boxes, combo
boxes, links, buttons, etc.) and an optional Form
Arrangement (special tabbed area that displays
related data). When you view an Incident record in
GSM, you are viewing the Incident Business Object
Form; each Form Control represents an Incident
field.
Grid
A GSM Grid is a tabular view of GSM data from a
Business Object.
GSM
Griffith Service Manager. At Griffith this term is
Product
used to identify the IT Service Management System
used by INS to manage incidents, requests,
change, problems and release.
GSM Desktop
Client
The GSM Desktop Client is the main application in
the GSM suite. The Client runs under Microsoft®
Windows®, and provides all the features and
default Business Objects/processes for service
desk professionals to effectively and proactively
manage their support desks.
Heads-Up
Display (HUD)
The Heads-Up Display (HUD) is a transparent, pop- Interface
up Dashboard that can be accessed from almost
anywhere in GSM by pressing F4 on your keyboard.
Impact
A measure of the effect of an incident, problem or
Process
change on business processes. Impact is often
based on how service levels will be affected. Impact
and urgency are used to assign priority.
Incident
An Incident is an unplanned interruption to a
Service or a reduction in the quality of a Service
(ex: Something is not working).
Incident
Matching
Incident Matching is performed to determine if the
Incident/Service
Incident/Request has a known solution/workaround, Request
is part of a larger Problem, is a duplicate, etc.
Management
Matching Incidents are displayed on the Similar
Incidents tab (Arrangement).
Incident Priority
The Incident Priority indicates the level of priority.
Interface
Interface
Process
Incident/Service
Request
Management
Item Manager
GSM Item Managers help manage (view, create,
edit, organize, or delete) GSM Items (Dashboards,
Search Groups, One-Steps, etc.).
System
Administration
Journal
A Journal is a record that tracks what occurs during Record
the lifecycle of a record. Journals vary depending
Management
on the Business Object they support and what they
track, either Notes or History.
KA
Knowledge Article.
Knowledge
Management
Knowledge
Article
A Knowledge Article (KA) is a record that shares
Knowledge (ex: FAQs, how-tos,
workarounds/solutions, tutorials, processes,
reference, etc.) among Users and Customers.
Knowledge
Management
Knowledge
Search
A Knowledge Search is a search that runs against
the GSM Knowledge Base and the Web to quickly
find solutions (ex: Find information relating to
Account Management). Knowledge Searches can
also treat existing records in GSM as Knowledge
Sources.
Knowledge
Management
Known Error
A Known Error is the root cause of a Problem and
has a workaround to keep employees operating
while the Problem is being resolved.
Knowledge
Management
Linked Incidents
Displays related Incidents that involve this Incident.
Incident/Service
Request
Management
Main Pane
Displays the main form fields. The Main panes
greatly vary.
Record
Management
Main toolbar
The Main toolbar displays buttons for performing
common GSM operations.
Interface
Major Incident
When checked, indicates that the Incident/Request Incident/Service
is considered a Major Incident (ex: a Priority 1
Request
Incident/Request that requires a coordinated effort). Management
mApp
A GSM mergeable application (mApp™) is a bundle System
of GSM system definitions (Business
Administration
Objects/Fields, Forms, Grids, Relationships,
Actions/One-Steps, Search Groups, etc.), along
with merge instructions, that allows definitions to be
transferred between databases and functionality to
be merged.
Metric
A GSM Metric is a stored measurement query
whose value can be used to measure, monitor, and
predict service desk performance and trends (ex:
Average time to resolve Incidents).
Reporting
Mobile
Dashboard
A Mobile Dashboard is a simpler version of a GSM
Dashboard that is optimised to be accessed from a
mobile device.
Interface
Mobile Form
A Mobile Form is a simplified version of a GSM
Form that is optimised for GSM Mobile Users
accessing GSM on a mobile device.
Interface
MRU
Most recently used.
Acronym
Navigation
toolbar
The Navigation toolbar displays buttons for
navigating between records (ex: Incident, Problem,
etc.).
Interface
Normal Change
A Normal Change is undocumented and it is
unknown how the Change might affect the system.
Though the CAB must approve the Change before
implementation, it is not considered a high priority,
and can be addressed during the regular CAB
meeting time.
Process
One-Step
A One-Step™ is an entity that initiates one or more
defined Actions (ex: Create an Incident record).
Record
Management
One-Step Editor
The One-Step™ Editor is a tool that allows you to
easily create simple or complex One-Steps to
automate common or repetitive tasks in GSM.
Tool
OOTB
Out of the box.
Acronym
Portal
The GSM Customer Portal is a highly configurable Customer
web application that enables Customers to securely Interface
and conveniently access their GSM data (ex:
Incidents, company news, documents, the Service
Catalogue, etc.) using a browser. A Portal supports
multiple sites (for different types of Users), and also
allows managers to access their Team’s data.
Portal
Dashboard
A Portal Dashboard is a custom, interactive, and
Customer
insightful console that is optimised to provide helpful Interface
at-a-glance self-service information and navigation
for Customers accessing a Portal Site.
Portal Site
A Portal Site is a collection of self-service
information in a GSM Portal that is dedicated to a
topic or function.
Customer
Interface
Priority
The priority is used to establish timescales and
effort to respond to and resolve an issue (Incident
or Request). Priority is derived from an impact and
urgency Priority Matrix.
System
Administration
Priority Bar
Priority bar is located in the Quick Info Tile and
displays the Incident priority.
Interface
Priority Matrix
The Priority Matrix is a visual display of priority
levels based on the correlation between Urgency
(High, Medium, Low) and the Impact (Organisation,
Group, Individual).
Interface
Problem
A Problem is the cause of one or more related
Incidents. Problems involve a more complicated
issue than Incidents, and require a deeper
Process
investigative process so that the Incidents do not
reoccur.
Problem
Management
GSM Problem Management is the process that
ensures that the root cause of multiple Incidents is
resolved as quickly as possible.
Process
Prompt
A Prompt is a display window that requires Users to Interface
provide information before proceeding with a
process or Action (ex: Specify the reason for putting
an Incident into Pending status).
Query
A Query defines the criteria for retrieving specific
data (ex: find All Incidents).
Query Builder
A Query Builder allows you to build Queries through Searching
the use of one or more independently created
Clauses.
Queue
A Queue is a mechanism for routing issues to a
particular person or group so the most qualified
person can start working on the issue right away.
Record
Management
Quick Info Tile
The Quick Info Tile displays important at-a-glance
information, such as ID, Status bar (current and
next status), record ownership, and common
operations (I Want To).
Record
Management
Quick Search
A Quick Search is a simple query that quickly finds Searching
all records containing a specific word or phrase (ex:
Show all records whose description contains the
word "phone").
Searching
Compare: Specific Search
Quick Search
Query Builder
The Quick Search Query Builder allows you to
create a Quick Search.
Searching
Record
A GSM record is a collection of Business Object
data represented as a Form and Grid. Records are
used to track and relay information.
Record
Management
Record Locking
Record locking is the ability to prevent record
editing (or warn that a record is locked) so that
multiple Users do not make simultaneous changes
to the same record. Read-only access is still
allowed.
Record
Management
Relationship
A Relationship is an association between two
Record
Business Objects that allows data to be pulled
Management
together in meaningful ways. For example, the
Incident Business Object is often in a Relationship
with the Customer Business Objects so that
Incidents can be associated with the appropriate
Customers. When Business Objects are in a
Relationship, one object is known as the parent and
the other is the child.
Release
A Release is the deployment of one or more
Configuration Items (CIs) that are built, tested, and
deployed together. Releases involve extensive
Process
planning, building, and testing to ensure that
existing Services are not impacted by the
deployment.
Release
Management
GSM Release Management is the process that
ensures that builds are created, tested, and
deployed without affecting the stability of existing
Services.
Process
Report
A formal Report is a .rpt file that is a formatted and Reporting
organized presentation of GSM data that meets
defined criteria (ex: Most Popular Knowledge
Articles displayed in descending order as colorcoded alert bars). Where ad-hoc Reports pull data
for a specific or immediate use (ex: A data-driven
Widget on a Dashboard), formal Reports are
generated, organized, and designed using defined
criteria that the User selects. These Reports are
typically run through the Report Manager and the
Report Wizard, though formal Reports can be run
using a command-driven Widget on a Dashboard or
using a One-Step.
Request for
change (RFC)
A formal proposal for a change to be made. It
includes details of the proposed change, and may
be recorded on paper or electronically. The term is
often misused to mean a change record, or the
change itself.
Resolution
Action taken to repair the root cause of an incident Process
or problem, or to implement a workaround. In
ISO/IEC 20000, resolution processes is the process
group that includes incident and problem
management.
Resolution
Details
Displays related Resolution Detail records that are Record
created to track the Resolution Details and possibly Management
the Cause Code (if it is an Incident).
Resolver Group
Resolver groups are specialized groups that have
the knowledge and skill to solve the incident.
Examples of resolver groups are Network,
Database, Windows, Desktop Support and
Telecommunication teams.
Rich Text
Rich Text is a capability that enables capturing and Interface
storing data with embedded images and text
formatting. Formatting capabilities include different
fonts, font sizes, styles (bold, italics, underline), and
colours. Some page formatting is also supported,
including line spacing and indentation.
Role
A Role is a User/Customer's current
function/responsibility in GSM, and controls how
data is presented in that person's GSM
environment.
System
Administration
SDT
Service Desk Tool.
Product
Process
Process
Search Group
A Search Group is a saved search that finds all
Record
records meeting commonly-defined criteria (ex: Find Management
all My Open Incidents). Search Groups are meant
to be reused and can be accessed from multiple
places in GSM.
Security Group
A Security Group is at the heart of GSM security. A Security
Security Group is a collection of GSM security rights
that controls access to GSM functionality and data
(Business Objects/fields). Each User/Customer is
assigned to only one Security Group. The
User/Customer then inherits the security rights of
that Security Group, as well as access to the Roles
assigned to the Security Group. Examples of
Security Groups include Admin, IT service desk
manager, and Portal End-User.
Security Rights
Security rights control access to GSM functionality Security
and data. For example, to create a Dashboard, you
must have security rights to access the Dashboard
Manager (functionality). To view, add, edit, or delete
the Description Field in an Incident record, you must
have security rights to access the Incident Business
Object and the Description field (data).
Service
Catalogue
The Service Catalogue is imperative to a service
desk because it defines and communicates a list of
Services that an organization provides to its
employees or customers.
Service
Categorization
The Service categorization has a three-tiered
Record
organization (Service, category, and subcategory)
Management
that determines the type of support required
(Incident or Request), which Specifics form to
display to capture the appropriate details, and which
Priority Matrix to use.
Service Level
Agreement
(SLA)
A Service Level Agreement (SLA) is an agreement
between an entity (Customer, Service, or
Configuration Item) and a Service Provider that
defines Response/Resolve target times for a
Service.
Service Level
Management
(SLM)
GSM Service Level Management is the process that Process
ensures that Service Level Agreements (SLAs) are
carried out appropriately.
Service Request A Service Request is a request for information,
advice, a Standard Change, or access to a Service
(ex: Installation of new software).
Interface
Process
Process
Similar Incidents Displays similar Incidents (if applicable) that are
Incident/Service
found through Incident Matching to determine if the Request
Incident/Request has a known solution/workaround, Management
is part of a larger Problem, is a duplicate, etc.
SLM History
Displays related SLA/SLM records (SLA breaches,
warnings, and changes in the Pending status for
Stop The Clock).
Record
Management
Specific Search
A Specific Search searches only records of a
Searching
particular type (ex: find all Incidents that contain the
word "printer").
Specifics Form
Specifics forms are context-sensitive forms that are
embedded into Incident and Service Request
records to capture relevant data for the different
Categorizations of Incidents and Service Requests.
Standard
Change
A Standard Change is documented, low risk, low
Process
cost, occurs frequently, and is thoroughly
understood by the Change Advisory Board (CAB).
The Change only needs to be approved by the CAB
once before it is added to a list of Standard
Changes.
Stored Query
Builder
The Stored Query Builder allows you to create a
Search Group and save it to the database as a
Search Group (saved search).
Searching
Subcategory
Service Subcategory that the KA relates to (ex:
Submit Incident).
Record
Management
System
Administrator
A System Administrator is a professional who is
responsible for the configuration and management
of GSM software. The System Administrator
controls GSM features such as Blueprints and
Security.
System
Administration
Task
A Task is a piece of work that is created and
Record
assigned to another GSM User or Team to help
Management
resolve/fulfil an Incident/Service Request, Problem,
or Change Request (ex: An Incident might require a
server reboot). Tasks can also be used to
successfully complete a Project or Release (ex: A
Project might require a new switch).
Team
A Team is a collection of GSM Users that can share System
GSM items (such as Dashboards), record
Administration
ownership, and assignments. Examples include
Support, Management, and Knowledge
Management. A Team plays an important part in
record ownership because members of the Team
can have additional rights to view and edit records.
Urgency
A measure of how long it will be until an incident,
problem or change has a significant impact on the
business. For example, a high-impact incident may
have low urgency if the impact will not affect the
business until the end of the financial year. Impact
and urgency are used to assign priority.
User
A User is a service desk professional who logs in
System
and uses GSM to manage service desk data (ex: A Administration
technician, manager, designer, system
administrator, etc.). A User is assigned to only one
Security Group (so they can access specific
functionality and data), can log in using one or more
Roles (so they can have a personal viewing
Record
Management
Process
environment), and can belong to one or more
Teams (so they can share GSM items, such as
Dashboards).
User toolbars
The User toolbars display personal toolbars that
Users create.
Interface
Visualization
A Visualization is an interactive graphical
representation of related data, represented as a
relationship chain with coloured nodes (boxes) and
links (arrows). Defined alerts can also be added to
indicate potential risk.
Interface
Widget
A Widget is a mechanism that displays information Interface
about a Dashboard or Portal Site (ex: Chart, Gauge,
Button, etc.).
Workaround
Reducing or eliminating the impact of an incident or Process
problem for which a full resolution is not yet
available – for example, by restarting a failed
configuration item. Workarounds for problems are
documented in known error records. Workarounds
for incidents that do not have associated problem
records are documented in the incident record.
Workflow bar
The Workflow bar displays the record's progress as
it moves through its workflow phases. Dark grey
indicates the current phase.
Table 1: Glossary
Record
Management
Source


Prepared by:
Last modified:
‘Cherwell Service Management Online Help’ (Cherwell):
https://cherwellsupport.com/WebHelp/en/8.1/content/glossary/csm_glossary.html
‘ITIL 2011 Glossary’ (Axelos):
https://www.axelos.com/Corporate/media/Files/Glossaries/ITIL_2011_Glossary_GB
-v1-0.pdf
Service Management Office, Planning and Engagement Portfolio, Information Services
26 August 2016
© Griffith University 2016 Apart from fair dealing as permitted by the copyright law of your country, this work may be
reproduced in whole or in part for non-profit educational use, provided correct attribution is given. Abstracting with credit is
permitted. Other uses should be discussed with the copyright owner.
13 July 2017
- 12 -
Information Services
CRICOS No. 00233E