HPE Service Manager and Service Desk terminology map

Also known as expert search.

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

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.

A ServiceCenter service includes:

• Change Management
• Configuration Management
• Incident Management
• Problem Management
• Request Management
• Scheduled Maintenance
• Service Level Management (SLM)
• Service Desk

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.

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

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.

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.

List of changes assigned to an operator.

The change list is displayed in a Change Management inbox.

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.

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.

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.

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.

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.

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.

• 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.

• 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.

List of incident records based on inboxes.

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

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.

Configuration item owner.

The owner holds financial responsibilities for the configuration item.

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.

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

• 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.
  

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

Use the Problem Management application to resolve Problems.

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.

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.

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.

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.

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

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.

• 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.

• 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.

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.

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.

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.

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.

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.

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.

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.

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.

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.