Get started > Glossary > HPE Service Manager and Service Desk terminology map

HPE Service Manager and Service Desk terminology map

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

The following table contains a list of HPE OpenView Service Desk 4.5 and ServiceCenter 6.2.2 terms and shows how they compare to terms in HPE Service Manager.

A, B ServiceCenter HPE OpenView Service Desk HPE Service Manager
administrator console export settings (ACES) Load / Unload Used to define and complete the export and import actions to transfer configuration information for ACES Views and ACES Groups. ACES Views are like other views in Service Desk. They are used to capture (part of the) Administrator Console information and create export files. ACES Views are grouped in an ACES Group. Load/Unload implemented.
advanced customization See tailoring . Some tailoring can be achieved by writing web-API programs. Tailoring implemented.
advanced find dialog box

Also known as expert search.

A dialog box that enables you to search using SQL like queries.

With the Advanced Find dialog box, you can find items using customizable criteria and save search settings for later use. Service Desk version implemented.
agent SCAuto

A program or process running on a remote device or computer system that responds to management requests, performs management operations, or sends performance and event notification.

An agent can provide access to managed objects and MIB variables, interpret policy for resources and do configuration of resources.

SCAuto implemented.
application

A ServiceCenter service includes:

Prior to version 6.1, applications were called modules.

Packaged software that provides functionality that is designed to accomplish a set of related tasks.

An application is generally more complex than a tool.

ServiceCenter version implemented.
auto formatting DVD Relates to views and the ability to format rows based on a condition Table views implemented.
C ServiceCenter HPE OpenView Service Desk HPE Service Manager

calendar

The utility supporting the definitions of working hours for different work groups.

Note Be aware of time zone differences when executing events within ServiceCenter. The Calendar is based on a single time zone and will not compensate for time zone differences.

Not used. ServiceCenter calendars implemented.
card view Not used.

In a card view information is shown as cards. Each item appears in an individual card. Each line in the card shows a detail of the item.

Use a card view to quickly retrieve or view items that you can order in alphabetic order. For example, to find information to contact persons, the card view is best used.

Card views not implemented. Only table views were implemented.

category

A broad identification of a classification of calls, incidents, changes, quotes, change documents, service desk interactions, incidents, quotes, requests, and tasks.

In Service Catalog, a category describes similar IT products or services that users can select from an online catalog.

ServiceCenter includes out-of-box categories and subcategories. Administrators can create new categories to meet their operational needs.

One of two methods of grouping items, category and classification. Not all items have a category field; all items have a classification field.

The category is used to group the item while the item is being worked on. For example, 'complaint' may be a category for a service call.

The classification is used to group the results of the item. A service call categorized as complaint could be classified as 'user error' when the complaint is investigated and solved.

ServiceCenter version implemented.
change list

List of changes assigned to an operator.

The change list is displayed in a Change Management inbox.

Change View To-do list implemented.
chart view Charts and dashboards

Use a chart view to display data in one of the many charts possible.

The chart is created from the data of any item in Service Desk.

Applications of the chart view may range from reporting on organization performance to an overview of the work ahead of you when planning.

You can easily change the type of chart and the way the chart is displayed.

Charts and dashboards implemented.
chart A graphical representation on a menu or form that summarizes the status of one or many areas managed by ServiceCenter and the ESD: for example, components, changes, and records. See chart view. Charts and dashboards implemented.
client console Windows client An instance of the user interface that appears on the client system while the application runs on a server. ServiceCenter version implemented.
contact

A person who contacts the service desk to initiate a service desk interaction, incident, or change, or a person who uses components tracked in Configuration Management.

This is a generally larger group than the ServiceCenter operators, but may include them.

Caller ServiceCenter version implemented.
customization See tailoring The process of designing, constructing or modifying software to meet the needs and preferences of a particular customer or user. Tailoring implemented.
D ServiceCenter HPE OpenView Service Desk HPE Service Manager
data exchange Connect-It The process of exporting data from one data source and importing it into Service Desk. Connect-It implemented.
drop–down menu Menu accessed from a field with an arrow button, usually a down arrow. List of Values (LOV) ServiceCenter version implemented.
E ServiceCenter HPE OpenView Service Desk HPE Service Manager
explorer view Not used.

The explorer view is a combination of a navigation pane and one or more table views.
The top table view shows the main information.

The subsequent table views show detailed information of the main information.

Explorer view not implemented. Only table views were implemented.
F ServiceCenter HPE OpenView Service Desk HPE Service Manager
file A collection of related records using the fields and keys of a particular database dictionary record. For example, all device records are contained in the device file. A file is roughly equivalent to an RDBMS table and contains a number of similarly structured elements that can be retrieved for manipulation using keyed search methods. All files are mapped and converted to one or more equivalent Relational Database Management System (RDBMS) tables. RDBMS tables RDBMS tables implemented.
fill

The Fill function enables you to quickly project related data into a record, based on a source field and its relation rules defined in a link record.

For example, you can click Fill to enter a caller's name in the Reported by field in a service desk interaction record.

The caller's full name, phone number, location, and email address are automatically filled into the appropriate fields in the service desk interaction record.

Tab or enter Fill implemented.
find

The Find function enables you to look up information from a source field.

Like the Fill function, Find is controlled by relation rules defined in a link record.

With the cursor in a source field, the Find function enables you to directly access the related table.

For example, you can click Find when the cursor is in the Reported By field in a service desk interaction record to access the related contacts record and view complete details about the caller.

See advanced find dialog box . Advanced Find implemented.

Folder entitlement
Not Used. An administrator can enable or disable folder entitlement for Operator Records. With folder entitlement enabled, operators are able to view specific folders, as specified in the Folder Entitlement tab for the Operator Record. When folder entitlement is disabled, the Folder Entitlement tab is no longer visible to operators. Folder entitlement implemented.
folder Not Used.

A grouping of stored items.

Although all Service Desk items are stored in one database, folders may be used to identify different focus areas, such as customers or customer groups.

Folders implemented.

format control (FC)
  • Background processing rules that ServiceCenter applies automatically when opening, updating, saving or closing a record.
  • A utility that enables administrators to build rules to activate behind-the-scenes processing under controlled conditions.
UI rules Format Control implemented.

forms designer (FD)
A utility used to build, modify, copy, and rename forms, and then validate them against associated tables. Not used. Forms Designer implemented.

G, H
ServiceCenter HPE OpenView Service Desk HPE Service Manager
history lines See Pages What happened to an item and comments that can be helpful for handling the item. There are two types of history lines, system generated lines and user created lines. Pages implemented.
I ServiceCenter HPE OpenView Service Desk HPE Service Manager
inbox A predefined search displayed in an operator's queue.
Inboxes enable you to save queries that conduct predefined searches with parameters you specify, so that you can quickly and easily repeat searches.
View Table views implemented.

Incident Management (IM)
  • The ITIL term for the process of restoring normal operations as quickly as possible after an incident, to minimize the adverse affect on business operation, and ensure the best possible levels of service quality.
  • The application used to manage and track the resolution of incidents.

In contrast to the ITIL guidelines, Service Desk distinguishes between service calls and incidents.

In ITIL terminology, Incident Management covers both Service Desk service calls and Service Desk incidents, whereas Service Desk distinguishes between these two processes.

ServiceCenter version implemented.
incident queue

List of incident records based on inboxes.

Typically, records assigned to an operator or to his/her assignment groups.

View Views implemented.
incident

The ITIL term for an event that causes an interruption to or a reduction in service.

Typically, when the service desk personnel cannot immediately resolve a service desk interaction, they use Incident Management to create an incident record.

The difference between an interaction and an incident is the level of support required for the resolution.

This may be based upon the complexity of the issue, number of individuals involved, or amount of work required.

Any number of interactions may relate to one incident.

The resolution of an incident results in the resolution of any related interactions.

In contrast to the ITIL guidelines, Service Desk distinguishes between service calls and incidents.

In ITIL terminology, an incident covers both a Service Desk service call and a Service Desk incident, whereas Service Desk distinguishes between these two processes.

Incidents are based on information about the status of a service or configuration item, or both. They are created with information coming from specialists, network management tools or system management tools. Incidents transfer information among specialists.

Service calls are created with questions, remarks or requests coming from customers. They support feedback to the customers.

ServiceCenter version implemented.


J, K, L
ServiceCenter HPE OpenView Service Desk HPE Service Manager
lookup item buttons find / Fill A button with a small triangle that points to other items. Find/Fill implemented


M, N, O
ServiceCenter HPE OpenView Service Desk HPE Service Manager
message Notifications A structured, readable notification that is generated as a result of an event, the evaluation of one or more events relative to specified conditions, or a change in application, system, network, or service status. Notifications implemented.

operator
A person who logs on to ServiceCenter to work.
This is a smaller group than the contacts who use the devices, software, and services that ServiceCenter supports.
Account ServiceCenter version implemented.
owner organization Not used. Organization the owner belongs to. Not used.
owner person Not used.

Configuration item owner.

The owner holds financial responsibilities for the configuration item.

Not used.
P ServiceCenter HPE OpenView Service Desk HPE Service Manager
page

An individual history record in a set of common records. For example, each time a change is updated, a new page can be written if this option is turned on for the change phase.

The new page then becomes part of the change's history.

history lines Pages implemented.
person

See contact.

See user.

A person item holds information necessary to contact the person represented by the item.
Contact information includes e-mail addresses, telephone numbers or otherwise.

A person in Service Desk is used in three ways:

  • To make this person the origin of a service call or problem
  • To make this person the creator of an item
  • To assign work to this person
User and contact implemented.

Problem Management (PM)
  • The ITIL term for the process of identifying and resolving Problems and Known Errors before they become incidents, and the process of resolving existing Problems.
  • The application used to control Problems and Errors.

Note Prior to version 6.1, Problem Management was called Root Cause Analysis.

Contains aspects that are both reactive - attempting to reach the root cause of a service call or incident, and proactive - identifying and solving incidents and known errors before they occur. ServiceCenter version implemented.
problem

The ITIL term for the unknown underlying cause of one or more incidents.

Use the Problem Management application to resolve Problems.

Note Prior to version 6.1, problems were called root causes.

A service call, or an incident, that cannot be solved until it is investigated further.

The Service Desk definition of a problem is: The unknown root cause of one or more service calls or incidents.

This is adapted from the ITIL definition, and is modified slightly to include the Service Desk distinction between service calls and incidents.

The definition implies that the problem has arisen from one or more service calls and incidents. In other words, an error has occurred in the IT infrastructure, which has been reported by service calls or incidents.

ServiceCenter Version implemented.
Q ServiceCenter HPE OpenView Service Desk HPE Service Manager
Query-By-Example (QBE)

A search based on values you enter in the appropriate fields on a search form.

If the search returns multiple records, you can select the record you want to view or update from a record list.

View Views implemented.
quick find dialog box Find

With the Quick Find dialog box, you can find an item from a list of items relevant to your current situation.

You can also use the Quick Find dialog box to search for codes, such as folders, categories, and brands.

You can use the View field to select how you would like to see the results displayed.

The Quick Find dialog allows sorting of columns shown in lists.

Views and Find / Fill implemented
R ServiceCenter HPE OpenView Service Desk HPE Service Manager
rule Format Control

A rule is the combination of one or more actions and the set of conditions that determine when the action(s) will take place.

The rule may contain multiple sets of conditions that are logically ordered together so that the first condition set to evaluate to TRUE allows the action to take place.

Format Control implemented
run-time environment (RTE) The binary, load library, or executable layers of ServiceCenter containing server and client code. Not used. RTE implemented.
S ServiceCenter HPE OpenView Service Desk HPE Service Manager
Service Call Management Not used.

In @SD@, service calls originated from customers and incidents referred to information originating from specialists, network management tools, or system management tools.

Caution In contrast to the ITIL guidelines, Service Desk distinguished between service calls and incidents.

In ITIL terminology, an incident covers both a Service Desk service call and a Service Desk incident. Service Desk distinguishes between these two processes.

Incident Management implemented.
service call Interaction

In contrast to the ITIL guidelines, Service Desk distinguishes between service calls and incidents. In ITIL terminology, an incident covers both a Service Desk service call and a Service Desk incident, whereas Service Desk distinguishes between these two processes.

Service calls are created with information coming from customers. Incidents are created with information coming from specialists, network management tools or system management tools.

Service calls support feedback to the customers. Incidents transfer information among specialists.

Service calls are based on questions, remarks or requests concerning services. Incidents are based on information about the status of a service or configuration item.

Interactions implemented.
Service Delivery Unit (SDU) A group responsible for resolving a particular type of incident. Not Used. ServiceCenter version implemented.

Service Desk (SD)
  • The ITIL term for the single point of contact within the IT organization for users of IT services.
  • The application used to document and track Service Desk interactions received by a service desk, including creating new incidents and associating those incidents to existing problems.
Always refers to @SD@. ServiceCenter version implemented.

Service Level Management (SLM)
  • The ITIL term for the process of defining, documenting and managing levels of IT support.
  • The application used to manage levels of IT support.

The process of managing delivered IT services between an IT service provider and its customers.

The set of management functions that enables the process of measuring, reporting, and improving the quality of service being provided.

ServiceCenter version implemented.
service today See inbox

Service Today is a comprehensive overview of the work that is assigned to you.

Service Today shows all service calls, incidents, work orders, problems and changes that have you as the responsible person.

Service ManagerTo-do list implemented.
status The current state of a record or device. The position of the item in its lifecycle. ServiceCenter version implemented.
system generated history lines Pages System generated history lines are created by the system. For example, when an item is changed a history line could be generated revealing when the item was changed, who applied the change, and what the change was. Pages
T ServiceCenter HPE OpenView Service Desk HPE Service Manager
table view Database Dictionary and Database Manager

In a table, the information is shown in a grid of rows and columns. Each row represents the information of one item. The details of an item are shown in each column.

Use a table view for overviews. In the table view you can add fields to add more detail to the item or remove fields to focus on specific differences between the items.

Table views are the basis for explorer views.

ServiceDesk version implemented.

tailoring

Changes made to ServiceCenter by creating and modifying control records using system utilities.

Tailoring is the normal method of adapting ServiceCenter to each installation's requirements.

Tailoring involves no Rapid Application Development (RAD) programming or coding changes.

See customization and advanced customization . Tailoring implemented.
To-do list Inboxes Service today To-do overview implemented.
toolbars Not used.

Toolbars allow you to organize the commands in Service Desk.

  • You can modify existing toolbars, by adding or removing menus or buttons.
  • You can create new toolbars to include only those buttons and menus you need.
  • You can hide or display toolbars, and move the toolbars to any position on the screen.

This way you can create a desktop that feels comfortable and supports common tasks.

Not implemented.
tree view Not used.

In a tree, the information is shown as a tree of hierarchically related items. Each node in the tree view represents one item.

Parent-child relations between items are easily shown in a table view. Child items are shown as sub-items of parent items.

Tree views are used for giving insight in hierarchically related items. For example, you can show the organizational structure of all organizations involved in using Service Desk.

Not implemented.

U, V
ServiceCenter HPE OpenView Service Desk HPE Service Manager
user

A ServiceCenter operator.

An end user or contact.

A person who uses a software application, a computer or service.

The user of the configuration item.

ServiceCenter Version implemented.
view type Not used. A categorization of the presentation format for a view. View types include table, chart, graphical, tree, and explorer. table views implemented.
view Inboxes

A data presentation usually in graphical or tabular format.

Views allow users to obtain information on the objects (for example, status) and may allow interaction with the objects.

table views implemented.



W, X, Y, Z
ServiceCenter HPE OpenView Service Desk HPE Service Manager
work order Task

A tool that allows helpdesk users to plan, schedule and assign tasks, and follow up on the resulting activities. Once a workgroup has been assigned a service call, a work order provides the workgroup with the planning details it needs to resolve the call.

For example, the workgroup will need information on CIs affected by the work, the planned outage, the allocated time and costs, and other procedures associated with resolving the call.

Tasks implemented.
workgroup Group or work group

A collection of helpdesk users or specialists that are collectively responsible for performing specific tasks.

For example, a group of web specialists can form a Web Administrator workgroup; similarly you could create a Database Administrators workgroup, or an Escalations workgroup for handling emergencies or service calls with an extremely high priority.

Groups implemented.