Glossary

Term	Definition
Admin	Users with the admin role in Virima has permission to perform all the functions.
Article Helpful Threshold	Tracks the knowledge articles that are not helpful and creates anRFC, when the article helpful threshold is met.
Active Directory (AD)	Active Directory is a directory service that Microsoft developed for Windows domain networks and is included in most Windows Server operating systems as a set of processes and services.
Article Search Logs	Identifies the knowledge gap and creates a Knowledge base submission of typeFAQ, when the search term and search result threshold are met.
Assignee	A role from the First/Second/Third Level Support group responsible to resolve an Incident, Problem, Change etc.
Blueprint	Defines the skeletal structure of a CI which includes the properties and relations of a CI.
Budget	A list of money an Organization or Business Unit plans to receive and plans to pay out, over a specified period of time.
Business Rule	Is a predefined condition that changes the value of an ITSM record fields or creates a new record when trigger conditions are met.
Canned Reports	Are pre-defined reports, where in you get the requirement from the Client through a requirement specification document.
Catalog Items	Items which are added to Service Catalog.
Category	A named group of things that have something in common.Categories are used to group similar things together. For example Cost Types are used to group similar types of cost.Incident Categories are used to group similar types of Incident; CI Types are used to group similar types of Configuration Item.
Change	The addition, modification or removal of anything that could have an effect on IT Services. The Scope should include all IT Services, Configuration Items, Processes, Documentation etc.
Change Advisory Board (CAB)	A group of people, who advise the Change Manager in the assessment, prioritization and scheduling of Changes. This board is usually made up of representatives from all areas within the IT Service Provider, the Business, and third parties such as Suppliers.
Change Category	Determines the category of a change. For example Major, Minor, Standard and Significant.
Change Management	The Process responsible for controlling the Lifecycle of all Changes. The primary objective of Change Management is to enable beneficial Changes to be made, with minimum disruption to IT Services.
Change Module	A repeatable way of dealing with a particular category of Change. A Change Model defines specific pre-defined steps that will be followed for a Change of this category. Change Models may be very simple, with no requirement for approval (e.g. Password Reset) or may be very complex with many steps that require approval (e.g. major software Release).
Change Proposal	A Change Proposal describes a proposed major change, like the introduction of a new service or a substantial change to an existing service. The purpose of Change Proposal is to communicate a proposed major change and assess its risk, impact and feasibility before design activities begin. Change Proposals are typically created in Service Portfolio Management.
Change Record	A Record containing the details of a Change. Each change record documents the lifecycle of a single Chancre Change record is created for every Request for Change that is received, even those that are subsequently rejected. Change records should reference the Configuration Items that are affected by the Change. Change records are stored in the Configuration Management System.
Change Request	Synonym for Request for Change.
Change Review	The final stage of Change Management process.
Change Risk	Defines the risk factor of a change.
Change Stage and State	It shows the current stage in the Lifecycle of a Change.
Change State Workflow	Defines specific pre-defined stages that will be followed by a change in its lifecycle.
Change Types	Indicates whether a change is of Normal, Emergency or Standard.
Client	A generic term that means a Customer, the Business or a Business customer. For example. Client Manager may be used as a synonym for Account Manager. The term Client is also used to mean:♦ A computer that is used directly by a User, for example a PC, Hand held Computer or Workstation.♦ The part of a Client-Server Application that the User directly interfaces with. For example an email Client.
Closed	The final Status in the Lifecycle of an Incident, Problem, Change etc. When the Status is Closed, no further action is taken.
Closure Code	The act of changing the status of an Incident, Problem, Change etc to close by selecting an appropriate code.
COBIT	Control Objectives for Information and related Technology (COBIT) provides guidance and Best Practice for the management of IT Processes. COBIT is published by the IT Governance Institute. Seehttp://www.isaca.org/for more information.
Component CI	Configuration Item that is part of an Assembly. For example, a CPU or Memory CI may be part of a Server CI.
Confidence Configuration	Determines the reliability of a CI.
Configuration Item (CI)	Any Component that needs to be managed in order to deliver an IT Service. Information about each CI is recorded in a Configuration Record within the Configuration Management System and is maintained throughout its Lifecycle by Configuration Mismanagement. CIs are under the control of Change Management. CIs typically include IT Services, hardware, software, buildings, people, and formal documentation such as Process documentation and SLAs.
Configuration Management	The Process responsible for maintaining information about Configuration Items required to deliver an IT Service, including their Relationships. This information is managed throughout the Lifecycle of the CI. Configuration Management is part of an overall Service Asset and Configuration Management Process.
Configuration Management Database (CMDB)	A database used to store Configuration Records throughout their Lifestyle. The Configuration Management System maintains one or more CMDBs, and each CMDB stores Attributes of CIs, and Relationships with other CIs.
Configuration Management System (CMS)	Set of tools and databases that are used to manage an IT Service Provider's Configuration data. The CMS also includes information about Incidents, Problems, Known Errors, Changes and Releases; and may contain data about employees, suppliers, locations, Business Units, Customers and Users. The CMS includes tools for collecting, storing, managing, updating, and presenting data about all Configuration Items and their Relationships. The CMS is maintained by Configuration Management and is used by all IT Service Management Processes.
Configuration Record	A record containing the details of a Configuration Item. Each Configuration Record documents the Lifecycle of a single CI. Configuration Records are stored in a Configuration Management Database.
Correlation
Cost Center	A Business Unit or Project to which costs are assigned. A Cost Center does not charge for Services provided.
Credentials	A user’s authentication information—typically a password, a token, or a certificate.
Custom Patterns	Provides the user the capability to discover more known applications by providing command and argument details.
Custom Timescale	Customize the Response Time and Resolution Time of an Incident, Problem, Change and Request their by not considering the Priority based time scale or SLA of a CI/Blueprint.
Dashboard	A graphical representation of overall IT Service performance and availability. Dashboards can be used to support Service Level Management, Event Management or Incident diagnosis.
Data Federation	Data federation is a process whereby data is collected from distinct databases without ever copying or transferring the original data itself. This back end framework of EM will help us to integrate with other systems.
Department	A division of a large organization, dealing with a specific area of activity.
Designation	An official Name, Description or Title given to an employee of an Organization.
Diagnosis	A stage in the Incident and Problem lifecycles. The purpose of diagnosis is to identify a workaround for an Incident or the root cause of a Problem.
Discovered Assets	Lists all the devices that were discovered after the competition of scan.
Emergency Change	A Change that must be introduced as soon as possible. For example to resolve a Major Incident or Implement a security patch. The Change Management Process will normally have a specific procedure for handling Emergency Changes.
Emergency Change Advisory Board (ECAB)	A sub-set of the Change Advisory Board who make decisions about high impact emergency Changes. Membership of the ECAB may be decided at the time a meeting is called, and depends on the nature of the Emergency Change.
Escalation	An Activity that obtains additional resources when these are needed to meet Service Level Targets or Customer expecttions. Escalation may be needed within any IT Service Management Process, but is most commonly associated with Incident Management, Problem Management, Change Management etc. \\There are two types of Escalation:Functional EscalationandHierarchic Escalation.
Event	A change of state which has significance for the management of a Configuration Item or IT Service. The term Event is also used to mean an alert or notification created by any IT Service, Configuration Item or Monitoring tool. Events typically require IT Operations personnel to take actions, and often lead to Incidents being logged.
Event Management	The Process responsible for managing Events throughout their Lifecycle. Event Management is one of the main activities of IT Operations.
Execution Plan	An execution plan describes how a catalog item is procured, configured, and installed. Each execution plan contains one or more tasks.
First/Second/Third Level Support	The levels in a hierarchy of support groups involved in the resolution of Incidents and investigation of Problems. Each level contains more specialist skills, or has more time or other Resources.
Fulfillment	Performing activities to meet a need or requirement. For example, by providing a new IT Service, or meeting a Service Request.
Holidays	An extended period of leisure and recreation.
Impact	A measure of the effect of an Incident, Problem or Change on Business Processes. Impact is often based on how Service Levels will be affected. Impact and Urgency are used to assign the Priority.
Implementation	An Implementation is the initial process of establishing a Change.
Incident	An unplanned interruption to an IT Service or a reduction in the quality of an IT Service. Failure of a Configuration Item that has not yet impacted the service is also an Incident.
Incident Management	The Process responsible for managing the Lifecycle of all Incidents. The primary Objective of Incident Management is to return the IT Service to Users as quickly as possible.
Incident Model	Models store populated versions of form for reuse, and can help to save time by reducing the amount of time spent in filling forms. By defining common incidents as models, an administrator can save time for service desk members later, allowing them to focus on solving the incidents at hand.
Incident Record	Record containing the details of an Incident. Each Incident record documents the lifecycle of a single Incident.
Incident/Problem/Request/Change/Release Priority Calculator	Calculates the Priority for an Incident, Problem, Request, Change and Release based on the Urgency and Impact as assigned by the operator.
Incident/Problem/Request/Change/Release Timescale	Set up the Response and Resolution Time for all the support levels based on the Priority to resolve an Incident, Problem, Request, Change and Release.
International Organization for Standardization (ISO)	The International Organization for Standardization (ISO) is the world's largest developer of Standards. ISO is a non-governmental organization which is a network of the national standards institutes of 156 counterespionage information about ISO is available from http://www.iso.org/./
IP Connection Score Threshold	Validates the relationship between the CI's during each scan.
IP Connections	List all the connections that were established from the local machine to the remote machine.
ISO 9000	A generic term that refers to a number of International Standards and Guidelines for Quality Management Systems. See http://www.iso.org/for more information.
ISO 9001	An International Standard for Quality Management Systems.
ISO/IEC 17799	ISO Code of Practice for Information Security Management.
ISO/IEC 20000	ISO Specification and Code of Practice for IT Service Management. ISO/IEC 20000 is aligned with ITIL Best Practice.
ISO/IEC 27001	ISO Specification for Information Security Management. The corresponding Code of Practice is ISO/IEC 17799.
IT Service Management (ITSM)	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.
ITIL	A set of best practice guidance for IT Service Management. ITIL is owned by the OGC and consists of a series of publications giving guidance on the provision of quality IT Services, and on the processes and facilities needed to support them. See http://www.itil.co.uk/for more information.
Knowledge Articles	Published Knowledge Records which are available to end users.
Knowledge Base	logical database containing the data used by the Service Knowledge Management System.
Knowledge Management	The Process responsible for gathering, analyzing, storing and sharing knowledge and information within an Organization. The primary purpose of Knowledge Management is to improve the efficiency by reducing the need to rediscover knowledge.
Knowledge Model	Models store populated versions of form for reuse, and can help to save time by reducing the amount of time spent in filling forms. By defining common Knowledges as models, an administrator can save time for other members.
Knowledge Topic	Denotes to which topic the knowledge is related. For example, General, Policies, FAQ’s etc
Known Error	A Problem that has a documented Root Cause and a Workaround. Known Errors are created and managed throughout their Lifecycle by Problem Management. Known Errors may also be identified by Development or Suppliers.
Known Error Record	A Record containing the details of a Known Error. Each Known Error Record documents the Lifecycle of a Known Error, including the Status, Root Cause and Workaround.
Lightweight Directory Access Protocol (LDAP)	The LDAP is an open, vendor-neutral, industry standard application protocol for accessing and maintaining distributed directory information services over an Internet Protocol (IP) network.
Major Software	Major Software is a database of business critical application/software which is defined by the user. Installed Software’s and Software Instances of CI’s (of Blueprint: Windows Host, Windows Server and Unix Server) can be marked as a Major Software (from the CI page) or else it can be created manually. Once marked as a major software, during the scan if the current version of these are discovered then CI(s) (of Blueprint: Software) are created.
Merge CI	CI's of same blueprint can be merged into or Merged from another CI.Merge Into: Current CI properties are copied to the selected CI properties, if the selected the CI properties don’t have a value. All the components and attachments of the current CI will be copied to the selected CI and the current CI will be archived. Merge From: Selected CI properties are copied to the current CI properties, if the current CI properties don’t have a value. All the components and attachments of the selected CI will be copied to the current CI and the selected CI will be archived.
Normal Change	A pre-approved Change that has low risk, relatively common and follows a procedure or work instruction.
Operational Hours	Business hours during which the business is commonly conducted. Typically operational hours vary as per geographic location.
Order Item Link	Order Item Link provides more information about an item. After users order the catalog item, they can click the link to see relevant information about the item they ordered, \For example, Standard delivery terms and conditions.
Organization	A company, legal entity or other institution. The term is sometimes used to refer to any entity that has people, resources and budgets – for example, a project or business unit.
Outage	If an IT service or a CI is unavailable to such an extent that it is not accessible by the users is termed as an Outage. Outages are usually planned during the implementation stage of a change.
Packages	Lists all the packages that are installed on a Unix machine.
Phases	Different stages of a project.
Planning	An activity responsible for creating one or more plans.
Prince2	The standard UK government methodology for Project management. See http://www.ogc.gov.uk/prince2/for more information.
Priority	A category used to identify the relative importance of an Incident, Problem or Change. Priority is based on Impact and Urgency, and is used to identify the required time for actions to be taken. For example, the SLA may state that Priority2 Incidents must be resolved within 4 hours.
Private Properties	Attributes or Fields which are marked as private properties will be visible only to certain specified roles.
Probe Workflow	It’s a sequence of steps executed while discovering a Host.
Probes	Probes are pieces of code that determines important characteristics of addressable devices for Discovery. The platform creates these probes from templates that are configured to communicate with a device using its own language (SSH, WMI, etc). Probes can determine a device's operating system, processor speed, amount of RAM, and so on.
Problem	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.
Problem Category	Determines the category of a performable example, Desktop, Internet etc
Problem Management	The Process responsible for managing the Lifecycle of all Problems. The primary objectives of Problem Management are to prevent Incidents from happening, and to minimize the impact of Incidents that cannot be prevented.
Problem Model	Models store populated versions of form for reuse, and can help to save time by reducing the amount of time spent in filling forms. By defining common problems as models, an administrator can save time for other members.
Problem Record	A record containing the details of a Problem. Each Problem Record documents the Lifecycle of a single Problem.
Problem State	It shows the current stage in the Lifecycle of a problem.
Processes	List all the processes which are running on a remote machine. For example: C:\Windows\system32\cmd.exe for windows machine nd/usr/sbin/httpd for linux machine
Program	A number of Projects and activities that are planned and managed together to achieve an overall set of related objectives and other outcomes.
Project	A temporary Organization, with people and other assets required to achieve an objective or other outcome. Each Project has a Lifecycle that typically includes initiation, planning, execution, closure etc. Projects are usually managed using a formal methodology such as PRINCE2.
Project Template	Template store populated versions of form for reuse, and can help to save time by reducing the amount of time spent in filling forms. By defining common projects as templates, an administrator can save time for other members.
Recent Scan	Displays the ongoing Scan.
Relationship Types	Determines the relationship between two or more CI’s with key words like Connects To, Connected By etc.
Reports	User can generate ad-hoc reports by defining a query, based on the various parameters for example: Username, First and Last name, Discovery Module, ITSM modules and additionally these ad-hoc reports can be marked as Canned Reports.
Request For Change (RFC)	A formal proposal for a Change to be made. AnFRC includes details of the proposed Change, and may be recorded on paper or electronically. The term RFC is often misused to mean a Change Record, or the Change itself.
Request Fulfillment	The process responsible for managing the Lifecycle of all Service Requests.
Request Model	Models store populated versions of form for reuse, and can help to save time by reducing the amount of time spent in filling forms. By defining common requests as models, an administrator can save time for service desk members later, allowing them to focus on fulfilling the requests at hand.
Resolution	Action taken to repair the Root Cause of an Incident or Problem, or to implement a Workaround. In ISO/IEC 20000, Resolution Processes is the Process group that includes Incident and Problem Management.
Resolution Time	Measure of time taken to resolve an Incident, Problem or a Change.
Response Time	Measure of the time taken to complete an Operation or Transaction. Used in Incident/Problem Management as a measure of the time taken to answer the phone, or to start Diagnosis.
Risk	A possible Event that could cause harm or loss, or affect the ability to achieve objectives. A Risk is measured by the probability of a threat, the vulnerability of the asset to that threat, and the Impact it would have if it occurred.
Risk Assessments	The initial steps of Risk Management. Analyzing the value of assets to the business, identifying threats to those assets, and evaluating how vulnerable each Asset is to those threats. Risk Assessment can be quantitative (based on numerical data) or qualitative.
Risk Register	Risk Register contains a list of risks identified for a project. It includes Risk Scores, Source, Triggers and Owners. It is a critical tool for project managers.
Role	A set of responsibilities, activities and authorities granted to a person or team. A Role is defined in a process. One person or team may have multiple roles, for example the roles of Configuration Manager and Change Manager may be carried out by a single person.
Root Cause CI	The underlying or original CI which resulted in the creation of an Incident, Problem and Request.
Scheduled Scans	Lists the scans which are scheduled to run at later time.
Sensors	Sensors are pieces of code which acts upon the output of the probe and convert them into a data format which can be read by the Virima.
Service Catalog	A database or structured document with information about all live IT Services, including those available for deployment. The Service Catalog is the only part of the Service Portfolio published to customers, and is used to support the sale and delivery of IT Services. The Service Catalog includes information about deliverables, prices, contact points, ordering and request Processes.
Service Level Agreement (SLA)	An agreement between an IT Service Provider and a Customer. The SLA describes the IT Service, documents Service Level Targets, and specifies the responsibilities of the IT Service Provider and the Customer. A single SLA may cover multiple IT Services or multiple Customers.
Service Management	Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services.
Service Portfolio	The complete set of services that are managed by a Service Provider. The Service Portfolio is used to manage the entire Lifecycle of all Services, and includes three Categories: Service Pipeline(proposed or in Development);Service Catalog(Live or available for Deployment); and Retired Services.
Service Portfolio Management (SPM)	The process responsible for managing the Service Portfolio. Service Portfolio Management considers services in terms of the business value that they provide.
Service Requests	A request from a User for information, or advice, or for a Standard Change or for access to an IT Service. For example to reset a password, or to provide standard IT Services for a new User. Service Requests are usually handled by Service Desk, and do not require an RFC to be submitted.
Services	Lists all the installed services on the windows Charmaine example: Active Directory Web Services.
Software Instance	Lists all the major server applications that are running on the host machine. For example: Apache, Tomcat etc.
Standard Change	A pre-approved Change that has low risk, relatively common and follows a procedure or work instruction. For example, password reset or provision of standard equipment to a new employee. RFCs are not required to implement a Standard Change, and they are logged and tracked using a different mechanism, such as a Service Request.
State/Status	The name of a required field in many types of Record. It shows the current stage in the Lifecycle of the associated Configuration Item, Incident, Problem etc.
Survey	Survey has a series of questions to check the satisfaction level of the reporter after closing an Incident, Problem, Change, or a Request.
Task	It’s a piece of work, which is part of a phase and needs to be completed to complete a phase.
Unclassified Process	Lists all the processes which are listening on a port. For example: redis-server, php-cgi.
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 does not affect the business until the end of the financial year. Impact and Urgency are used to assign Priority.
Work In Progress (WIP)	A Status that means activities have started but are not yet complete. It is commonly used as a Status for Incidents, Problems, Changes etc.
Workaround	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 for Problems are documented in Known Error Records. Workarounds for Incidents that do not have associated Problem Records are documented in the Incident Record.