ITSM and ITAM - Freshservice ITIL Glossary if Definitions
ITSM - IT Service Management
Service: A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks (e.g. providing something to a customer they don't have).
Incident: An unplanned interruption to an IT service or reduction in the quality of an IT service. It requires a response to restore normal service operation as quickly as possible. (e.g. something a customer already has is broken).
Problem: A cause of one or more incidents. The focus is on identifying the underlying cause of an incident and implementing a workaround or a permanent solution.
Change: The addition, modification, or removal of anything that could have an effect on IT services. This includes changes to all architectures, processes, tools, metrics, and documentation, as well as changes to IT services and other configuration items.
Configuration Item (CI): Any component that needs to be managed in order to deliver an IT service. CIs may vary widely in complexity, size, and type, ranging from an entire service or system to a single software module or a minor hardware component.
Service Level Agreement (SLA): A documented agreement between a service provider and a customer that identifies both services required and the expected level of service.
Request Fulfillment: The process of dealing with service requests from users. This includes requests for information, access to services or resources, or for a standard change.
Release Management: The process of planning, designing, building, testing, and deploying releases. Releases can be of various types, including software, hardware, or both.
Capacity Management: Ensures that the IT service provider has, at all times, sufficient capacity to meet the current and future agreed demands of the customers' business processes.
Availability Management: The practice of ensuring that IT services can be accessed and used as agreed upon by the terms of the SLA.
ITAM - IT Asset Management
Asset: Any resource or capability that can contribute value to an organization. In ITAM, this usually refers to any item of hardware, software, or information technology service that is part of the IT environment.
Asset Lifecycle: The stages through which an IT asset passes during its time with an organization, from acquisition to disposal. These stages typically include planning, procurement, deployment, usage, maintenance, and disposal.
Asset Register/Inventory: A detailed record of all IT assets in an organization, including their configurations, locations, users, and the relationships between assets.
Software Asset Management (SAM): A business practice for managing and optimizing the purchase, deployment, maintenance, utilization, and disposal of software applications within an organization.
Hardware Asset Management (HAM): The process of managing the physical components of computers and computer networks, from acquisition through disposal.
License Compliance: Ensuring that the organization complies with all legal and contractual requirements regarding the use of software licenses.
Asset Tracking: The process of tracking physical assets, either by scanning barcode labels attached to the assets or by using GPS, RFID, or other technology to track their location.
Depreciation: The gradual reduction in the financial value of an asset over time, particularly important for accounting and financial reporting purposes.
End-of-Life Management: The process of handling IT assets that have reached the end of their useful life, including decisions about recycling, reselling, or disposing of them in an environmentally responsible manner.
Audit: A systematic process of evaluating an organization's IT assets to ensure compliance with various policies and regulatory requirements, and to verify the accuracy of IT asset records.