Glossary of Terms

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Updated: 5.11.2024

Matrix42 Specific Terms

A- and B-Products	B-products are products from framework contracts, such as MS Select Plus and Adobe CLP. A-products are licenses purchased by one organization and shared with others in exchange for a contribution to the costs.
Account Item	An account item is a payment instruction that is booked in financial accounting for invoiced goods or services. Each account item refers to a contract item.
Add-on	Additions that simplify, customize, or extend the functionality of the products. Add-ons are distributed through Matrix42 Marketplace (https://marketplace.matrix42.com/). Add-on is similar to Extension that is available through the Extension Gallery and some Add-ons have also been migrated and transformed to Extensions. The main difference is that Extension is standardized, it's easier to maintain, develop, and update, as it's based on Configuration Packaging: https://help.matrix42.com/030_DWP/010_SolutionBuilder/Configuration_Packaging
Administrators	People who have access to administrative functions of the IT-SM platform.
Agent	A person working in an IT service desk team who is responsible for managing incoming tickets and serves as the primary contact point for end users seeking assistance. In the context of IGA/EIM, an Agent defines the entitlement of a person to use services as a representative of a certain organization. A person can be linked with multiple agents that have different entitlements and an agent is always linked with one Service Agreement.
Agent UI	The user interface component of the Matrix42 Professional that is specifically designed to be used by agents. With the Agent UI, agents can easily access and manage tickets, view customer information, communicate with customers, and track the status of ongoing tasks.
Announcement	Information about planned maintenance work, current system failures, or other news that are relevant for your users. Announcements are displayed in Assets, Licenses, Contracts applications, Service Desk, Service Catalog and in the the homepage of the Matrix42 Self-Service Portal and in the Support → Announcements area.
App	Standalone program, which can, however, be connected to, for example, the Digital Workspace and display parts on mobile devices.
Appointment	Instrument for fixing and coordinating future events such as meetings, telephone calls, audits etc. at the scheduled time. For preparing and managing an appointment, you can create tasks and notes that are saved with the corresponding appointment.
Approval Workflow	Workflow for approving service orders in Matrix42 Self-Service Portal by one or more deciders.
Archiving	In archiving, data records are stored long-term, securely, and unalterably. Access to this data is possible in read-only mode.
Asset	A device (client or server) on which the scanner is installed to capture the software on that device. Can also be a software/hardware resource or a peripheral device. (ITIL Service Strategy) Refers to any resource or capability. The assets of a service provider include all elements that can contribute to the delivery of a service.
ASQL	Matrix42 query language used for retrieving and filtering data in the applications.
Attribute	Attributes are the smallest building blocks of information in Matrix42 data hierarchy. They label the data card fields and define rules and properties for the allowed data types. In Matrix42 Enterprise, a characteristic of a of a data definition. An attribute is specified by its name and data type.
Audit Security	The goal is to ensure that the organization has a good overview of its software licensing, so that in the event of an audit, it can be confident that its data is accurate.
Auto-Login Browser Engine	MyWorkspace has a back-end browser login engine to enable user logins for SaaS applications, which do not provide any federated login mechanism like SAML2 or Google Accounts. For the end-user this engine is transparent. When the end-user wants to access a legacy SaaS app from within MyWorkspace, the MyWorkspace “Auto-Login Browser Engine” will login the end-user automatically.
Baseline	The baseline is a pre-configured package of one or more Matrix42 Solutions based on the Matrix42 Professional. There is also a Set Baseline action in License Management application (part of ESM) You can use this action to keep track of compliance status of software products. A baseline is a check mark with which you verify whether the current state of the key data is correct. By running this action for a software product, you document that its compliance status is verified at a specific point in time. As a result, you will be able to see the difference between current values and the last baseline.
Basic Training	Foundation for all subsequent trainings in the series. (Level 1).
Business Contacts	Business contacts are employees of companies that are business partners of your company. You can manage them in the Master Data application under Business Contacts.
Business Partners	Suppliers or manufacturers in License Management, Contract Management, or Asset Management.
Business SaaS app	Business SaaS apps are provided from the company to the end-user. Business SaaS apps can be added to MyWorkspace for the end-users.
Catalog	A Catalog contains an undefined number of Services, Sets, Bundles, and Groups. Only the Services or Sets that are saved in the Catalog are displayed in the Matrix42 Self-Service Portal.
Categories	Categories are used for structuring the contents of tickets. In addition, default values for responsibilities, priority, urgency etc. are defined in a category. If a ticket is linked to a category, this ticket automatically inherits all properties of the category.
Class	Templates are composed of classes and classes of attributes. Classes can be used for grouping data card information. Note that if multiple templates share a certain class and some attributes are modified in it, those attributes will be changed in all templates in which the class is used. When creating a template, you can group attribute sets that typically appear together under a class, so that it is easier to re-use the group also in other templates.
Classic UI, Classic Console, Legacy Console	Predecessors of UUX.
Client (software term)	A generic term for a customer or business customer. It also refers to a computer or the part of a client-server application that interfaces with the user. Or App to join an on demand session with the master. Or endpoint devices such as laptops, desktop PCs, and (business-used) tablets.
Commercial (license)	In contrast to academic licenses, commercial licenses also allow the use of software for profit-oriented purposes.
Community	Matrix42/Efecte customer and partner community where you can browse the forums, vote on ideas, ask a question, and find the latest materials. https://community.efecte.com/
Compliance Rules (CoRu)	Compliance rules define how Matrix42 Workspace Management reacts to specific data changes, such as sending alerts, creating tasks, or changing data.
Computer	In Matrix42 software, this refers to end point devices that are used in your company, such as mobile devices, desktops, and laptops.
Config Admin	A configuration administrator is an IT professional responsible for managing and maintaining the configuration of an organization's hardware, software, and other IT assets.
Configuration Item (CI)	Configuration Item (CI) represents the entities in the system. It is a structural unit that combines heterogeneous data into an object, treated as a single entity. CIs can be referred to as logical entities that describe the structure of the objects and put together different data structures for a specific purpose, for instance: an Incident, a Task, a Person, a user Account, a Service, a Computer, a Service Catalog, etc. (ITIL Service Transition) Any components and other service assets that need to be managed to provide an IT service. Information about CIs is captured in a configuration record and managed throughout their lifecycle.
Configuration Packaging	Matrix42 low-code development platform (LCDP) that provides development capabilities where multiple users can work on various projects and create application software through graphical user interfaces. Configuration Packaging allows creating Configuration Projects that can be uploaded and distributed through the Extension Gallery.
Connection Server	Central server where all connections are managed. Can be on site or as a SaaS from Matrix42.
Connector Management	Connector management is an integral component of Matrix42 Pro and IGA solutions. It was formerly known as the Efecte Provisioning Engine (EPE) and provides a range of out-of-the-box Native Connectors and provisioning functionalities designed to streamline the integration of various systems and support automated processes.
Contract	A binding agreement between contract parties for the delivery of goods or services, usually in return for the payment of a defined sum of money. A contract consists of one or more contract items that define the type of the service and the amount to be paid.
Contract Item of Leasing / Maintenance / Purchase / Professional Services	Leasing - Contract component that is related to the use of objects or rights without owning them. Maintenance - Contract component that is related to the maintenance of software or assets. Maintenance denotes a service for maintaining previously acquired objects or rights, such as computers or software licenses. Purchase - Contract component that is related to acquisition of objects or rights. Professional Services - Contract component that is related to the use of services, such as professional services that are provided by consultants.
Contractual Partner	Company or person who has promised to supply specific services or company assets on the basis of a contractual agreement.
Conference (software term)	Same as “Support” below, but with multiple users in parallel.
Conversational AI Solution	Matrix42's Conversational AI solution is a software platform that leverages artificial intelligence and natural language processing (NLP) technologies to enable organizations to provide automated customer service and support through chatbots and virtual assistants. The Conversational AI solution enables organizations to create customized chatbots and virtual assistants that can engage with customers and employees in natural, human-like conversations.
Cost Category (ESM)	Classification of costs in groups for differentiated cost planning and controlling of the costs resulting from investments and other expenditures.
Cost Center (ESM)	Operating unit that is used to control business processes and related expenses. Besides, cost centers are used for creating cost plans and monitoring them in the course of a business year. The structure of cost centers is flat, which means that no hierarchy can be formed. Cost centers are defined according to functional requirements, physical location, or responsibility for costs.
Cost Plan (ESM)	Calculation rule that is used for distributing the costs of a contract item over a defined period.
Cost Projection (ESM)	Distribution of costs over a defined period.
CMT	Cloud Management Tools are software tools designed to help manage and monitor cloud-based IT resources.
Crossgrade (license)	An old software license can be used as a basis to acquire a current license for a competitor's product.
CTB	Click Try Buy (try Matrix42 products for free from our website)
CTT	Configuration Transport Tool. It is used to manage the configuration of the platform, especially moving changes to production from sub-production instances. It allows to have a clear visibility and records about changes made into production, allowing to manage, compare and version control changes.
Dashboard	On the Dashboard, you can display statistics in clearly understandable charts. In M42 Professional, Dashboard-functionality makes it possible to gather frequently used and crucial information from several separate views to a single view. Administrators and users defined by the administrator can create dashboards that are shown to all users belonging to a certain role.
Data Card	Data card is where information is stored and displayed to the users. They are structured summaries of the essential facts about a single subject. For example, when a new incident is created, that incident is saved as a data card, with attribute values which are unique to that data card. Data card is based on a template that defines data card's appearance and the allowed information content.
Data Card Field	Data card fields store some part of the information a data card. Data card field is defined by its associated attribute.
Data Definition	Collection of attributes and relations (links to other data definitions) that represent the data that should be saved. Each data definition is represented directly by an SQL table in the database, and each class attribute is implemented by a table attribute.
Data Field	A data field is the smallest data unit and consists of one or more characters. Data fields are combined into data records.
Data Object	Refers to all system components for which data records can be created, modified, and deleted. Can refer to CIs, incidents, orders, and services available for ordering.
Data Record	The combination of logically related data fields.
Delivery Note/Item	Document that contains information about the actual receipt of goods and services. Each delivery note item refers to a contract item.
Deployment	The activity responsible for transitioning new or modified hardware, software, documentation, processes, etc., into the live environment.
Devices	The computers (PCs, servers, workstations, laptops, tablets) to be examined, running Windows, Linux, or Mac OS operating systems; these may be physical or virtualized.
Discovery	Identifies data from the network and other systems, which serves as the basis for reconciliation.
DMS	Document Management System.
Downgrade (license)	The downgrade right allows the use of an older version of the software than the purchased one. This is relevant when entitling several versions of the same software by one license.
ECI	Matrix42 Cloud Inventory is a cloud-based system used to store inventory information (can include various attributes such as the product name, Stock Keeping Unit, description, quantity on hand, location, cost, selling price, etc.).
Effie AI	New product family, that enhances agent productivity and end-user self-resolution, with premium AI features available on the Matrix42 Platform: Effie AI Chatbot, Effie AI Chat (Formerly known as GPT-powered Chat), Effie AI Ticket (formerly known as Virtual Coach), Effie AI Email. Effie AI family does not include former Inteliwise standalone features.
Effie AI Chatbot	New AI chatbot capability for end-users increasing self-resolution rate, based on Matrix42 proprietary Natural Language Processing (NLP) capability. Effie AI chatbot can understand user's written input and provide a matching, pre-defined answer. Effie AI chatbot requires a knowledge base with known questions and their answers. Effie AI chatbot includes also rule-based chatbot capabilities used in the former Matrix42 Chat for Service Management.
Effie AI Chat	Formerly known as GPT-powered Chat. Effie AI chat boosts agent productivity by generating appropriate responses in the chat based on the chat discussion. Agent is still in full control of what is sent to the end user, as they must review the generated before sending it to the end-user.
Effie AI Ticket	Formerly known as Virtual Coach. Effie AI ticket increases agent productivity by finding similar tickets, suggesting classification and providing reusable data to reduce the amount of time spent troubleshooting and manually filling the ticket.
Effie AI Email	New AI capability utilizing Large Language Models (LLM) to help agents by generating content for emails. Effie AI Email helps agents reduce time spent writing emails, by generating complete responses, correcting typing errors and completing sentences, while complying with company communication standards.
Effie AI Search	This is a roadmap item, so the definition is subject to change. Effie AI Search is envisioned to help end-users (in ESS2) and agents (in ESM) alike to help find what they are looking for – from relevant services and knowledge for the end users, to relevant tickets and problem resolutions for the agents.
Effie AI Summarizer	This is a roadmap item, so the definition is subject to change. Effie AI Summarizer is envisioned to help agents to reduce time generating quality documentation, aiding in ticket handovers and solution documentation. This will reduce the need of time-consuming back-to-back messaging between agents. Additionally, this further improves the capabilities of Effie AI Ticket, as generated documentation can be reused for similar tickets.
Embedded Reference	A parent-child relationship between templates and thus the data cards presenting those templates.
Employee	In M42 Professional: An end user who uses the platform to submit requests for IT services, report incidents, or track the status of their requests. In M42 Enterprise: Employees are contact persons both for contracts and system users. Employee information is imported automatically from your Active Directory by using the integrated Active Directory Connector.
Enabler	A separate service, process, or software component that provides specific functionality to the Matrix42 Platform.
EIM	Matrix42 Identity Management. An older product, with similar functionality to Matrix42 IGA Solution.
EIS	Matrix42 integration service is an Integration-as-a-Service (IaaS) offer. It allows integration between almost any application, vendor system, or technology and Matrix42. Matrix42 Integration Service (EIS) is an Integration as a Service (IaaS) solution delivered from Matrix42's cloud. Matrix42 consultants manage the planning, development and monitoring of integrations. Both cloud and on-premises systems can be integrated with Matrix42 systems via EIS. EIS has a wide range of technical capabilities for retrieving information for handling: for example from APIs (REST/SOAP), disk (FTP/SFTP/local files), or databases (e.g. MySQL, PostgreSQL, MS SQL Server). Various filetypes can also be handled (e.g. CSV, JSON, XML). Secure connections are used for all integrations and the APIs published by the platform all require authentication. EIS includes multiple ready-made connectors for different applications.
End-user	Any employee of a company who interacts with the Matrix42 solution directly. This includes creating tickets or service requests through the Self-Service portal or by contacting an Agent.
Enterprise Service Management Solution	Matrix42's Enterprise Service Management (ESM) solution is a software platform that extends the capabilities of the IT Service Management (ITSM) solution beyond IT to other departments and functions within an organization. The ESM solution provides a set of tools and processes for managing service delivery across the entire enterprise, enabling organizations to streamline their service delivery processes and improve overall efficiency.
EPE	Matrix42 Provisioning Engine is one of the Matrix42 Cloud components. It provides several different provisioning functions to Matrix42 solutions, which have been built on top of Matrix42 Service Management Platform (like example ITSM, IGA etc.). Matrix42 Provisioning Engine is installed at the same time with organization's environment installation. Its license model depends on which Matrix42 solution the organization is using. Only Matrix42 IGA licenses include the possibility to write data using Matrix42 Provisioning Engine.
EQL	Matrix42 Query Language (EQL) is used to query data from Matrix42 solution. It is used with Web API, which can be used to integrate Matrix42 solution with other systems; for example with your own integration platforms.
ESA	Matrix42 (old Efecte) Secure Access is one of the components in Matrix42 Cloud Environment. It is installed during the installation of Matrix42 Cloud Environment. Matrix42 Secure Access supports several authentication protocols and it allows the you to use several different IdP's (Identity Providers) for various different types of end users. With Matrix42 Secure Access, your users can be authenticated by using Single-Sign-On (SSO). Other authentication method can also be used, according to the needs of the end users.
ESM	Matrix42 (old Efecte) Service Management tool. The platform used by process users for managing processes and associated data in form of data cards. This is also commonly used acronym for Enterprise Service Management.
EPE Connector / Matrix42 Connector	Connector developed for transferring information between Matrix42 Self-Service Portal and solutions build on top of Matrix42 Service Management platform. Connector uses WebAPI interface.
ESS	Matrix42 Self-Service. A portal where users can make actions/requests, which in turn activate processes in Matrix42's Service Management tool. Another common use case is to use the Self-Service to visualize service management data in an end user friendly way.
ESS2	New version of the ESS (Matrix42 Self-Service). This version has focused on the user experience and making it more easily customizable.
Event	A status change that is significant for the management of a configuration item or IT service. The term "event" also refers to an alert or notification generated by an IT service.
Expiration Date	Date on which a contractual agreement expires. Depending on the expiration date, the status is automatically calculated by the system in order to map contract development.
Extension Gallery	Portal and installation source for extensions.
Extensions	Product capability on top of ESM platform. Installed via the extension gallery.
External Reference	Identification number that is used by the contractual partner for a (master) contract or agreement.
Federated SaaS App Support	A system allowing users to log in once and access multiple SaaS apps.
Folder	Data cards are saved in folders. Folders can be used to limit user’s access to data cards.
Foundation Training	Foundation trainings precede certain basic trainings and contain the prerequisites needed to learn how to use a program (Level 0).
General Contract Item	Contract component that does not belong to Contract Items of Leasing, Purchase, Maintenance, or Professional Services.
General License Agreement	General master contract for the purchase of software licenses. Matrix42 Contract Management provides special master contracts for specific license programs from Microsoft and Adobe.
Global License Manager	A responsible person from the IT Center who, as the university-wide license manager, uses the tool.
Group	A group consists of several users. One user can belong to several groups. Groups can be used to more easily manage licenses, rights, etc. to a large number of users. For example, if the right to view licensing information is given to a group, all users belonging to that group will receive the right.
Home-Use (license)	The primary user of the software is allowed to use the software at home on a private computer.
Host (software term)	Service running on the computer which will be controlled.
ID Management	Includes our Access Control Service
Identity Hub	MyWorkspace acts as an Identity Hub between end-users and Identity Provider like Google Accounts, Apple ID, Open ID, Facebook, Twitter. MyWorkspace Identity Hub simplifies access control and login for customers with heterogeneous ID provider environment to access SaaS applications.
IGA Admin	IGA Admins can manage roles, automated rules, toxic combinations, and all administrative task to all applications in the IGA-system. For example, they can create new roles or update existing ones, (roles can contain several access-rights to different applications). Admins can: Report and audit all information found from the IGA solution. Manage request catalogues, categories and add/remove all of its accesses. Manage user and organizational information. Manage automation towards directories or applications. Below the IGA admins are the application admins, which can only manage the applications for which they are marked as the admins for.
IGA Enterprise	IGA Enterprise is one of Matrix42's ready-made packages for the IGA solution. It contains all possible use cases. These cases might contain customized configuration.
IGA Growth	IGA Growth is one of Matrix42's ready-made packages for the IGA solution. IGA Growth sits between IGA Starter and IGA Growth. With it, organizations can deploy more complex configurations and, as their technical maturity increases, they can expand to Matrix42 IGA Enterprise and use the full scope of services.
IGA Packages	IGA Starter, IGA Growth, IGA Enterprise.
IGA Starter	IGA Starter is one of Matrix42's ready-made packages for the IGA solution. This package is included in all other IGA packages. It is positioned to be a fast, easy, and cost-effective entry into the world of IAM.
Incident	An unplanned interruption of an IT service or a reduction in the quality of an IT service. An incident can also occur when a configuration item fails without affecting a service yet. An Incident is reported by a customer that does not belong to the standard operation of a service and actually or potentially causes an interruption or reduction of service quality. An Incident is the first instance in service management for which the support employee creates a ticket.
Input Field	Input fields are interfaces through which the user can submit values to the system, such as free text fields, drop-down lists, or checkboxes.
ITSM Solution	Matrix42's software platform designed to help organizations manage their IT services and infrastructure more effectively.
Layout (UI)	Includes entities that allow users to easily create the UI of their Applications without any (or with only minor) coding involved. Layouts consist of Dialogs, Previews, Wizards, Landing Pages, Dataset Views, and Widgets.
Layout Designer (UI)	A tool that allows creating new Layouts as well as editing, customizing, or extending existing ones. Control Descriptor: Each page of the Application has its own template with specific Layout and data representation. Control Descriptors define which properties can be configured per each data representation type, data styling, format, information source, input data validation etc.
Legacy SaaS App Support	A legacy SaaS App provides manual user login via browser only. It does not provide any federated login mechanism like SAML2 or Google Accounts. In order to provide automatic login capability for end-users best experience, MyWorkspace will provide a background browser login engine.
License Types	Academic: These are non-profit licenses, meaning their use is permitted only for non-commercial purposes. Commercial: Unlike academic licenses, commercial licenses also allow use for profit-oriented purposes.
Live Chat	Existing functionality of former Matrix42 Chat for Service Management. Live chat allows end users to connect to service desk agents in a real-time messaging application, on top of ESS and ESS2. Live chat will be available without a separate license going forward with defined terms, and without any possibility for customization.
Local License Manager	A person responsible from a department who uses the tool as the license manager of the department.
Location	In a hierarchical structure, locations represent your company's branches across regions, countries, cities etc. The "Global" location is generated during installation, is the uppermost element in the location hierarchy, and must not be deleted.
LPO	License Purchase Order (MyMatrix42) is a document used in procurement processes to authorize the purchase of software licenses from a vendor or supplier. It is a formal agreement between the buyer and the seller, specifying the details of the purchase, including the quantity, price, payment terms, and delivery date.
Manager	Compared to a user, a manager has a higher level of access to the IT system than users and is responsible for overseeing the IT functions and ensuring that IT services are delivered efficiently and effectively.
Master (software term)	The tool of the admin to control another computer or to start a conference.
Material	Article from the internal procurement catalog.
Material Group	Collection of materials according to specific common properties.
Matrix42 Cloud	Matrix42's cloud based deployment model for Matrix42's products. It is hosted in the cloud and can be accessed from anywhere with an internet connection.
Matrix42 IGA solution	Matrix42 Identity Governance & Administration (IGA) is used to manage, automate, audit and administer identities and access rights across the organization it is implemented at. It is built on top of the Matrix42 Service Management platform (ESM).
Message Channel	A message channel provides messages grouped by criteria such as message type, classification level, recipient group, and communication direction. It has two possible transmission directions: from the system to the ESB and from the ESB to the system.
Message Content	The message content contains the sensitive information needed by target systems to respond to the message. The message content is encrypted, and the ESB or middleware cannot decrypt it.
Message Header	The message header contains public information used by the ESB to deliver the message. This includes sender, classification level, recipient group, message type, and validation information.
Message Type	The message type defines the context of a message. Examples include INCIDENT, CHANGE, LOCATION, and PERSON.
MyEfecte	MyEfecte is a self-service portal that enables users to access IT and business services, view and track the status of their requests, and manage their user profiles and preferences. Myffe is our own solution for Service Management; it includes ESM and ESS.
MyWorkspace	The official product name Matrix42 currently registered product name is “MyWorkspace”. There is no space between “My” and “Workspace”. Exceptions: In some documents of parts of the UI you must or want to use the capital version of the product name which is MYWORKSPACE. In Internal documents you may want to use “MyW” or “MYW”, e.g. MyW Groups.
MyW Workspace Administration	This is everything about enterprise, company, admin and end-user management in conjunction with grouping mechanism and policies.
My Workspace Clients	A personalized dashboard where users access their apps and files.
New Look (UI)	A new design of Martix42 Enterprise that emphasises simplicity, ease of use, and intuitive navigation. Its essential feature is minimalism as the New Look is designed to be simple and clean, with redesigned buttons, menus, and fewer visual distractions. At the same time, the functionality and a set of standard features and modules remain the same with the only difference being that for some of them, a slight change in the location of the items took place.
Node	A node in a workflow is a specific stage, step, or activity within a process that is modeled using the workflow designer. The goal of using nodes in workflows is to model complex processes, automate tasks, and ensure that work is completed in the correct order and on time.
Organization	Organizational units, locations, and cost centers represent the organizational structure of your company. The organizational structure can be used in definition of authorizations.
Organizational Unit	In a hierarchical structure, organizational units represent your business functionality, divisions, departments, etc.
Package Cloud	A place to store and share software packages for easy cloud deployment.
Partner	A (sales) partner is a company which is registered as Matrix42's partner and sells Matrix42's solutions. Silver-level partners can actively recommend Matrix42, and we can create and manage the contracts on their behalf. Gold-level partners sell actively, market, and deliver our solutions end-to-end with Matrix42 providing support. There are also technology partners, whose software Matrix42 uses for things that don't fit in our current product catalogue. Also may refer to companies that develop add-ons or other products for or on behalf of Matrix42.
Peer to Peer (Matrix 42)	Even if the initial communication between Master and Client/Host has to use the Server – all following traffic can be direct if both are in the same network.
People	All employees of the client and tenants managed by the client.
Portal (Matrix42)	Web site used to manage licenses, configure the features of the product and download the product binaries.
Portal Category	Structured set of Services, Sets, Bundles, and Groups in the Matrix42 Self-Service Portal.
Private SaaS app	Private SaaS apps belong to the end-user. MyWorkspace offers the option for the end-user to integrate his private SaaS apps into MyWorkspace and benefits from the user experience like automatic login.
Problem	Unknown cause of one or more actual or potential Incidents. Problems are often first identified by the occurrence of several Incidents with similar symptoms.
Provisioning Workflow	Workflow for either manual ordering of services by a support employee or automatic ordering of services by using a technical connector.
Proxy (Matrix42)	Host which bundles the status update traffic to the server in a subnet.
PRTG	Matrix42’s Monitoring Tool which provides real-time monitoring, alerting, and reporting of network devices, servers, and applications. The software provides a unified view of the network and IT infrastructure performance, and generates detailed reports and graphs that can help in identifying trends and issues.
PS	Professional services or consultants are experts who provide implementation, customization, and consulting services for the Matrix42 platform. Matrix42's professional services help organizations maximize the value they get from the from our platform by customizing it to meet their specific business needs.
Publish	Publish refers to the action of making an item available to other users. It can be for example, a workflow, an ESS service, a knowledge base article, etc. For example, when a knowledge base article is published, it becomes available in the self-service portal for the users to access.
Quick Call	Template for recurring support queries. The basic information is already entered in the Quick Call and can be used for creating new tickets.
Quickfill	Quickfill is a functionality that enables faster data entry by automatically filling in data based on previous entries or predefined templates. These can be set and listed in the Matrix42 Service Management tool.
Reconciliation of Compliance	A technique to correct discrepancies between data records from different sources.
Record	A record is a concrete instance of a system object.
Reference	A relation from one template to another, modelled on the template level and instantiated on the data card level. It is a link from an attribute to a template or templates or to an external address. On a data card, a refence appears as a link from a data card to another data card or to an external address.
Release Types	Delta Release – Only changed hardware and software components/subsystems Full Release – Both changed and unchanged components Package Release – A compilation of multiple releases in a bundle
Remote (Matrix42)	Master start a session to a host and the host gets controlled automatically.
Remote Assistance	a web-based solution that allows you to access and control your remote computers and servers from a centralized web interface. With this solution, you can remotely troubleshoot and maintain your devices, transfer and synchronize files, and resolve issues without the need for an IT professional to be on-site.
Report	Reports are visual representations of data that can be used to better understand what’s happening in the project. For example, tracking and analyzing response times and resolution times, the reports can highlight how long it takes on average for the service desk agents to close tickets. It is the result of one or more queries, combined with a report template that formats, aggregates, and presents the result set graphically. Reports offer visual and content design options.
Role	In general, a role is a defined set of responsibilities, activities, and authorities that are assigned to an individual or a group of individuals within an organization. In ESM, a role is a collection of permissions that are assigned to a user or a group of users based on their job responsibilities or functions.
Roles (USZ IT)	A role assigned to a person with corresponding tasks, competencies, and responsibilities. A role can be filled by personnel from USZ IT or the business.
Role Concept	A set of responsibilities, activities, and competencies assigned to a person or team. A role may cover multiple tasks and areas of application.
Rollback	With workflows, the rollback capability allows workflow designers to jump back to a previous activity in the workflow sequence if a specific condition is met.
Rule-based Chatbot	Existing functionality of former Matrix42 Chat for Service Management. Rule-based chatbots allow end-users in ESS, ESS2 or external websites to get help 24/7 to recurring simple issues and provide troubleshooting steps or navigation help. Rule-based chatbot automates user interaction without AI capabilities and will be available with the Effie AI chatbot.
Rule Set	A rule set bundles a set of rules and provides a reusable foundation for achieving specific goals, such as in process flows.
SaaS App Management	Tools to manage and monitor SaaS apps, like user access and updates.
Secondary Usage Right (license)	Software may be installed and used on a second device, as long as the devices are not used simultaneously.
Security Domain	A technological, organizational, and/or spatially coherent area with uniform security requirements. Examples include UNCLASSIFIED, RESTRICTED, CONFIDENTIAL, SECRET.
Self-service UI	A web-based portal offered to end-users that allows them to create and manage tickets and service requests in the Matrix42 solution. The portal also provides end-users with a self-help knowledge base and other resources that enable them to resolve issues on their own, without the need for assistance from an agent.
Service	A service is externally defined by its utility and warranty, and internally by its service components, to support customers' business processes. It is clearly delineated, with a well-defined scope and interfaces, and is measurable. An (IT) Service has a defined scope and costs, is offered at the Matrix42 Self-Service Portal, and can be ordered by the end customer. These services can include usage of software, hardware, or authorizations, as well as classic services.
Service Bundle	Collection of services that are offered together as a bundle. Service bundles can be ordered and used only as a package and permit only predefined variations.
Service Catalog	A list of available IT services with details on how to access them.
Service Class	A service class includes the parameters for services that require the same level of operational quality, with the highest quality delivered in service class 1.
Service Group	Collection of services and service bundles that are offered together as a group. Service groups can be ordered and used only as a package, and permit only predefined variations.
Service Item	Service items are the actual services and products that users ultimately request. Service items are managed in the Matrix42 Self-Service administration view and are always connected with Service Offerings.
Service Set	Collection of services, service groups, and service bundles that are offered together as a set. Sets can be ordered and used only as a package, and permit only predefined variations.
Service Store	(Former name of the Matrix42 ESM platform) a platform where users can find and request IT services or apps.
Service Time Profile	A Service Time Profile defines service times, location, and time zone for the service level.
Shopping Cart	The Shopping Cart lists all services that you select in the Matrix42 Self-Service Portal. Up to the moment you submit the order, you can change the amounts in the Shopping Cart or withdraw your orders.
Solution Builder (SoBu)	A module for building Web Applications based on the Matrix42 UUX platform using a declarative approach. The whole application designed with the Solution Builder at the end is just a set of metadata stored in a database that could be easily extracted to a collection of Schema Script files and be easily moved to another Application Server.
SUEM	A concept that includes programs, add-ons, and trainings. SUEM consists of various components that were previously individual programs but will be integrated in the future (e.g., Egosecure, Silverback, Empirum, etc.).
Supplier	Supplier or company with which the contract was signed. You manage suppliers under Master Data > Business Relationships > Business Partner.
Support (Matrix42)	Master gives a user a session key (number) and user enters this into the Client App.
System Admin	A person who is responsible for managing and maintaining the Matrix42 solution. This individual possesses the technical expertise required to modify the content and functionalities of the system. With SAM, the person responsible for installing and operating the SAM tool on a technical platform.
System Admin UI	This is the user interface component of the Matrix42 Service Management tool that is specifically designed for System Admins. It provides a range of features and tools that enable the System Admin to configure, customize and manage the Matrix42 solution. The System Admin UI allows the System Admin to define and manage content, workflows, roles, and permissions within the system. This includes creating custom fields, defining service offerings, designing forms, configuring notifications, and setting up integrations with other systems.
System Object	A system object supports the core functionalities of the IT-SM platform and has no specific relation to IT service management. Examples include: database tables, workflow elements.
Tabulator	Element within the navigation area.
Task	Instrument that is used in the division for coordination of team work and delegation of work. It can also be used for your own resubmissions. Tasks can also be sub-elements of Incidents, Problems, or Changes.
Task Template	In task templates, you define default values for category, SLA, priority, recipient etc. If a task is linked to a task template, it automatically inherits all properties of the template.
Template	Templates are used for efficient data entry related to system objects and define the pre-populated content of these objects. It is a collection of attributes and functionalities, regarding a certain data object. For example: Incident, Service Request, Person, Organization, Server or Workstation. A single representation of data on a certain template is called “data card”. Templates are used for saving information i.e., data cards. When a new template is created, the existing classes and / or attributes can be used, or you can create new ones. Please note that if a template is deleted, then all data cards created using that template are deleted permanently. Data cards are deleted instantly and there is no possibility to undo it.
Ticket	Support queries are processed in Matrix42 Service Desk as tickets. This is an electronic type of problem that is reported by a customer. The "Ticket" and "Incident" terms are often used with the same meaning. However, it is not correct and leads to misunderstandings in relation to Compliance Rules.
Transmission Type	The transmission type specifies whether the ESB actively sends the message to the target system (PUSH) or if the target system retrieves the message (PULL).
UEM Empirum	Program for endpoint management and part of SUEM.
Upgrade (license)	Purchased licenses can be used as a basis to acquire a newer product at a reduced cost.
User	A person who uses an IT service as part of their daily tasks. Users are different from customers, as some customers may not directly use IT services. Matrix42 Professional differentiates persons that can be found under Organization from users. Users that are listed under the Permissions tab are users in possession of Matrix42 Professional user IDs. With SAM, a person who directly works with the tool (system administrator/license manager).
User Accounts	User accounts identify persons who work with Matrix42 Workspace Management. They belong to the Active Directory domain and should be assigned to employees.
UUX	(Unified User Experience) The new overarching User Experience available across Matrix42 Enterprise (ESM, DWP, SAM, ITAM)
ViCo	Virtual Coach is Matrix42's implementation of Artificial Intelligence for IT support agents. It acts as guiding help providing additional insight instead of enforcing a particular process.
View	A view is a way of presenting information about a specific information source. With ESM, view refers to a set of filters and sorting options that help you organize and display your resources in a particular way. For example, an Incident-view typically displays all currently open incidents.
Virtual Support Agent (Marvin)	Matrix42 bot service installed as Microsoft Teams Extension for interacting with different products and services from Matrix42 Portfolio to implement various use cases, for instance, finding a solution in Knowledge Base, creating a service request in Service Catalog and ordering a service on behalf of the user, or opening an incident and reporting a problem to a Service Desk agent to get proper help, etc.
Visual Analyzer	Matrix42's Visual Analyzer is a business intelligence and reporting tool that is designed to help organizations gain insights into their data. It allows users to create custom reports and dashboards that can be used to monitor key performance indicators (KPIs), track progress towards goals, and identify trends and patterns.
Visual Workflow	With the Visual Workflow tool, users can design workflows using a drag-and-drop interface, which means they don't need to have coding skills to create or modify workflows. The tool allows users to define the steps involved in a workflow, set conditions for each step, and automate the process of moving tasks from one step to the next. The tool provides a graphical interface for designing and automating workflows, making it easy for users to create, manage, and optimize their business processes.
Web API	Matrix42's Web API is a programming interface that allows third-party developers to integrate Matrix42's IT Service Management (ITSM) solution with other applications, systems, or services. Using the Web API, developers can retrieve data from Matrix42, create new data, update existing data, and perform other operations programmatically. For example, they could use the API to create tickets automatically in the Matrix42 ITSM system based on events in another system, or to retrieve data from Matrix42 to display in another application. Compared to REST API, Web API offers a more robust and structured approach to data exchange, while REST API is simpler and more lightweight.
Whistleblower	Matrix42 Whistleblower is a solution to help staying compliant with the EU Whistleblower Directive (Directive 2019/1937) by giving a tool to a person to bring forth information about activity within a private or public organization that is deemed illegal, immoral, illicit, unsafe or fraudulent.
Workaround	A solution that reduces or eliminates the impact of incidents or problems for which no complete solution is available yet.
Worker (workflow)	A Matrix42 workflow engine which is responsible for managing the execution of workflows and handling such tasks as starting, resuming, terminating, monitoring, and persisting the Workflow.
Workflow	A set of activities and components that are combined together to define a business process. New workflows can be created based on workflow templates or other workflows in the Workflow Studio.
Workflow Designer	A web application focused on basic Approval Workflows design and management. Available in Extension Gallery.
Workflow Studio	A desktop application that provides the user interface and business logic to cover all use cases and advanced logic for creating, editing, managing, testing, and publishing workflows.
Worklog	Worklog is a tool where the time records of individual technicians resolving a problem or a task within a request are logged. In worklogs, technicians can document the work they did, specify the time taken to resolve, cost involved, etc.
Workplace	Spatial division, not by office but rather by such things as desks. Defines equipment that is used at a workplace and the employee who works there.
Workspace	Individual modules of Matrix42 Workspace Management, such as Matrix42 Asset Management or Matrix42 Contract Management.
XLT	eXtended Leadership Team is tasked with identifying areas where the company can improve, developing strategies to address those areas, and implementing those strategies.

Generic Terms

ABAC	Attribute-Based Access Control is a security model that provides a flexible and granular method for managing access to resources based on a wide range of attributes or characteristics of the user, the resource, and the environment. This is designed to enable fine-grained access control that is based on a combination of attributes, rather than simply assigning access based on predefined roles. In this kind of system, access control decisions are based on a set of policies that define the attributes that are required for a user to access a particular resource or perform a particular action. These policies may include attributes such as the user's identity, role, location, time of day, device type, and many others. Access is granted only if the user's attributes match the criteria specified in the policy.
Account	A record or profile established for a user or entity in an IT system, allowing them to access and interact with the system's services or resources. Accounts typically require authentication, such as a username and password, to verify identity.
Active Directory Groups	Active Directory groups can contain one or more user accounts, and each user account can be a member of two or more groups. Active Directory groups are typically used with the Active Directory Connector.
AD	Active Directory. A directory service developed by Microsoft for Windows domain networks. Active Directory provides a centralized database of users, groups, computers, and other resources on a network, and enables administrators to manage and secure access to those resources.
Adobe CLP Agreement	A master contract-based license program for major customers that enables the purchase of software licenses in large numbers.
Application Management	The function responsible for managing applications throughout their entire lifecycle.
Asset	A term for any resource or capability. The assets of an IT service provider include all elements that can contribute to the delivery of a service. Asset types are categorized as: management, organization, process, knowledge, personnel, information, applications, infrastructure, and financial capital.
Asset Management	A generic activity or process responsible for tracking and reporting the value and ownership of assets throughout their entire lifecycle.
Atlassian	An Australian enterprise software company that develops products for software developers, project managers, and content management. They are best known for tools like JIRA, Confluence, Bitbucket, and Trello, which facilitate collaboration and productivity in IT and software development teams.
Agent	Person who works to help the end user. In ITSM-environments they usually work with IT incidents and tickets created from them. In IGA context agents are software components that are installed on endpoint devices, such as desktops or servers, to collect data and enforce policy decisions related to identity and access management.
AI	Artificial Intelligence. Any technique or system that allows machines to mimic human intelligence. AI systems can be rule-based or programmed to perform specific tasks without learning from data. For example, a basic chatbot that follows predefined rules and scripts is considered AI.
AI Models	Algorithms that are 'trained' on data. They can predict, generate or classify information. Example: NLP models.
AI Training	Process to teach and improve models based on available data. During training, models are guided to find patterns and relationships in the data that can be used to predict, generate or classify. Our AI models are trained by our data scientists.
API	Application Programming Interface. In the context of APIs, the word Application refers to any software with a distinct function. The interface can be thought of as a contract of service between two applications. This contract defines how the two communicate with each other using requests and responses.
Application Owner	The individual or group with the responsibility to ensure that the program or programs which make up an application accomplish the specified objective or set of user requirements established for that application.
ASIP HDS (Health Data Hosting Certification)	Certification required for companies hosting personal health data under French law.
Authorization Concept	(ITIL Service Operation) The permissions or authorities granted to a user or role, such as modifying certain data or authorizing a change.
Autonomy	A system is described as autonomous when it is operated on standalone hardware, with its own data set, and without a network connection to a central system.
Availability Plan	(ITIL Service Design) A plan to ensure that current and future availability requirements for IT services are provided, taking into account cost-effectiveness.
AWX	Ansible Tower’s Open-Source version utilized at Matrix42. AWX is a web UI and API to manage organization's Ansible Playbook, Inventories, Vault, and Credentials.
Azure AD	Azure Active Directory (Azure AD) is Microsoft’s cloud-based identity and access management service that helps organizations control access to applications, data, and resources. It enables secure single sign-on (SSO), multi-factor authentication, and conditional access, providing robust security and streamlined access for users across Microsoft services, third-party applications, and custom apps in a centralized, scalable platform. Azure AD has been replaced by Entra ID.
Bank ID Authentication	Bank ID is a digital identification and authentication system used in Finland, Sweden, Norway, and other countries to provide secure and convenient online authentication for a range of services and applications. Bank ID is based on a digital certificate issued by a bank, which is used to verify the identity of the user and provide a secure method for online authentication.
Barrier-Free Information Technology Ordinance – BITV 2.0	Regulation to create barrier-free information technology in accordance with the Disability Equality Act.
Bill of Materials	The bill of materials describes a quantitative composition of individual components of a system.
Black Box	A system or device that performs a specific function, but whose inner workings are unknown or hidden to the user. In other words, the user only interacts with the inputs and outputs of the system, without having any knowledge of how the system processes the inputs to produce the outputs.
Business-facing Service (BFS)	Business-facing services (finished products) represent the IT service offering to service recipients. A BFS describes the service available to a customer to support their business process with IT resources.
Business Manager	A person responsible for managing the overall relationship between the company and its customers or clients. This role involves understanding the business needs and requirements of the customers and working to ensure that the services being delivered are meeting those needs.
Business Process	A process that the business is responsible for and carries out. A business process is involved in delivering a product or service to a business customer.
Cache	A hardware or software component that stores data so that future requests for that data can be served more quickly. By storing frequently accessed or recently accessed information, a cache reduces the need to fetch that information from the primary source, leading to improved speed and performance.
Calendar-Adjusted	Takes into account that the compared periods may have different numbers of workdays or hours, such as regional holidays or traditional days.
Canned response	Predetermined responses to common questions. They are pre-written messages or templates that can be used to respond quickly and efficiently to common inquiries or requests. They are commonly used in customer service, technical support, and other areas where a high volume of similar requests is received.
Capability	The ability of an organization, person, process, application, configuration item, or IT service to perform an activity. Capabilities are part of the intangible assets of an organization.
Capacity Plan	(ITIL Service Design) A plan used to manage the resources required to deliver IT services. It includes details of the current and past usage of IT services and components, as well as challenges and improvement activities.
Central System	The central system refers to the main, authoritative system, which is distinct from connected autonomous systems.
Change	According to ITIL, a Change is "the addition, modification or removal of any authorized, planned, or supported service or service component that could have an effect on IT services." The scope of changes should include all architectures, processes, tools, metrics, and documentation, as well as changes to IT services and other configuration items.
Change Advisory Board	(ITIL Service Transition) A group of people that supports the evaluation, prioritization, authorization, and scheduling of changes. The board consists of representatives from all areas of the IT service provider.
Change Request	A planned, usually extensive, change to a system. The purpose of a change request is to remove the cause of a problem.
Change Template	In change templates, you define default values for responsible, responsible role, category, SLA, priority, type of change and the workflow which will be used for processing of the change. The change automatically inherits all properties of the change template during configuration. Change templates are mandatory for creation of changes.
CI	Configuration Item. These are those Service assets which are configurable and can be managed through Change Management. These can be individual hardware or software components.
CI Type	A category used to classify configuration items (CIs). The CI type identifies the required attributes and relationships for a configuration record. Common CI types include hardware, documents, users, etc.
CIAM	Customer Identity and Access Management is a subset of Identity and Access Management (IAM) that focuses on managing the identities and access rights of customers or end-users. These solutions provide businesses with a centralized platform for managing user identities and access to online services, applications, and data. They also typically include features for user registration, authentication, authorization, and profile management, as well as support for single sign-on and multi-factor authentication.
Classification Level	Classification levels define the need for protection of information. Examples: TOP SECRET, SECRET, CONFIDENTIAL, RESTRICTED.
CMDB	Configuration Management Database Base. A database used to store configuration records throughout their entire lifecycle. The configuration management system manages one or more CMDBs. The ITIL term is for a database used by an organization to store information about hardware and software assets (commonly referred to as configuration items).
COBIT	Control Objectives for Information and related Technology is a framework for IT governance and management. It provides a comprehensive set of best practices, processes, and tools for governing and managing information and technology in organizations. COBIT was originally developed as a tool for auditing and controlling information systems, but has since evolved into a broader framework for IT governance that covers areas such as risk management, security, compliance, and service management.
Cognitive Computing	Computer models or systems that use artificial intelligence technologies to simulate human learning or thinking processes and solve problems independently.
Committees (IT)	A group of people responsible for evaluating, prioritizing, authorizing, and scheduling. It consists of representatives from all areas of the IT service provider, the business, and third parties such as suppliers.
Compliance (legal)	Adherence to legal requirements, regulatory standards, and fulfillment of other key ethical standards and requirements, usually set by the company itself.
Cost Category	Classification of costs in groups for differentiated cost planning and controlling of the costs resulting from investments and other expenditures.
Cost Center	Operating unit that is used to control business processes and related expenses. Besides, cost centers are used for creating cost plans and monitoring them in the course of a business year. The structure of cost centers is flat, which means that no hierarchy can be formed. Cost centers are defined according to functional requirements, physical location, or responsibility for costs.
Cost Plan	Calculation rule that is used for distributing the costs of a contract item over a defined period.
Cost Projection	Distribution of costs over a defined period.
COTS	Commercial Off The Shelf is a term used to describe a product or software that is readily available for purchase from a third-party vendor, rather than being developed in-house. These products are designed to be easily integrated into existing systems and infrastructure, and are typically used by businesses or organizations to reduce development costs and time-to-market. These kind of products may include software applications, hardware components, or other commercial products that are commonly used in a particular industry or sector.
CP	Change proposal. A change proposal is a high-level description of a potential service introduction or significant change and includes the business case and implementation schedule.
CPT	Cost per ticket is a key performance indicator (KPI) used to measure the average cost of resolving a single IT support ticket. It is typically calculated by dividing the total cost of IT support services by the number of tickets handled during a specific period of time.
Credit Account	A credit account maintains a credit balance. It means that the account increases with a credit and decreases with a debit.
CS (Customer Success)	Customer success occurs when customers reach their desired outcomes through their interactions with your company.
CS Catalogue (BSI)	The CS (Cloud Computing Compliance Controls Catalogue) from the BSI describes the minimum security requirements that cloud service providers must meet for cloud services.
Currency Conversion Bank Rate	When converting a monetary value from the original currency to the target currency, the given value is included as a fee.
CxO	Refers to high-ranking executive positions within an organization, where the "x" in the acronym represents a specific role. These executives are responsible for overseeing the overall strategy, operations, and performance of their respective departments.
Dashboard (ITIL)	(ITIL Service Operation) A graphical representation of the overall performance and availability of IT services. Dashboards can be updated in real-time and are used to support service level management.
Debit Account	A debit account always maintains a debit balance. It means that the account increases with a debit to this account and decreases with a credit to this account.
Department	A segment of the business with its own plans, metrics, revenues, and costs. Each department has assets used to create value for customers in the form of goods and services.
Dependencies	Relationships and relationship types between system objects, such as hierarchical or content-based dependencies.
Depreciation	Distribution of investment costs over a defined period, typically actual usage period or average usage period.
DevSecOps	DevSecOps is a software development methodology that integrates security practices into the DevOps process. The goal of DevSecOps is to ensure that security is built into the software development and delivery process from the very beginning, rather than being treated as an afterthought or separate process.
DevOps	A software development approach that emphasizes collaboration, communication, and integration between development teams and IT operations teams to improve the speed and efficiency of software delivery and deployment. DevOps is characterized by the integration of development and operations processes, tools, and teams, and involves the use of automated testing, continuous integration, and continuous delivery (CI/CD) practices to streamline the software development and deployment process. DevOps teams typically work in cross-functional teams that include developers, operations personnel, quality assurance (QA) professionals, and other stakeholders, all working together.
Discovery	Discovery is the process of identifying, classifying and cataloging the assets and services in an IT infrastructure. The goal of discovery is to build an inventory of all hardware, software, and network components within an organization and to map their relationships, dependencies, and configurations.
DL	Deep Learning. Subset of ML that excels in tasks like image and speech recognition, natural language processing, and complex pattern recognition. It requires large data sets for training and is generally more computationally demanding.
DN	Distinguished Name is the name that uniquely identifies an entry in the directory.
ECM	Enterprise contract management. Contract management or contract administration is the management of contracts made with customers, vendors, partners, or employees.
ECS	Entity Component System is a software architecture pattern consisting of entities made up of data components, with systems that act on these components within the entities.
Effective Date	Date on which a contractual agreement takes effect. Depending on the effective date, the status is automatically monitored by the system to map contract development.
Electronic Signature	An electronic signature confirms the identity of a user using a digital certificate, making it equivalent to a handwritten signature.
Email Templates	In email templates, you save standard texts for the subject and the message.
Enterprise Service Management (ESM, Enterprise SM)	Enterprise Service Management comprises the activities for managing the enterprise services’ lifecycles from strategic planning and design through implementation, operation, support, and improvement to deliver value to users and enable business. Includes programs, add-ons, and trainings.
Entitlement	A set of attributes that specify the access rights and privileges of an authenticated user or group. It often determines what actions a user can perform or what resources they can access within a software or system.
Entra ID	Entra ID is the new name for Microsoft's cloud-based identity and access management service, formerly known as Azure Active Directory (Azure AD). It is used to manage user identities and permissions, allowing employees to securely access resources like Microsoft 365 and other applications with a single sign-in. Entra ID verifies user identities through authentication and authorizes their access based on permissions, providing a centralized and secure way to manage access to both cloud and on-premises applications.
ERP	Enterprise Resource Planning is the integrated management of main business processes, often in real time and mediated by software and technology. ERP is typically a suite of integrated applications that an organization can use to collect, store, manage and interpret data from many business activities. ERP systems can be local or cloud based.
EULA	The EULA (End User License Agreement) is the license agreement between the software manufacturer and the user, governing the end user's rights of use.
EUP	Elevated user permissions. For trusted users, user permission elevation allows expanded access or rights for a limited time to complete specific tasks.
Event (ITIL)	(ITIL Service Operation)status change that is significant for the management of a configuration item or IT service. Event also refers to an alert or notification generated by an IT service, configuration item, or monitoring tool.
External ID Provider	See “Identity Provider”.
External System	In context of ITSM, systems outside the ITSM platform with which technical relationships exist.
FACT (Federation Against Copyright Theft)	The FACT certification is based on ISO/IEC 27001 and focuses on physical and digital security to combat copyright infringement and content theft.
FAM	Federated access manager provides a trust framework in which identity providers and service providers agree to policies for the sharing of encrypted user information to provide easy access to online content.
Field Service	Field service involves service tasks that cannot be handled remotely and require on-site presence, such as setup, relocation, commissioning, and replacement of hardware devices and components.
FINMA Compliance (Swiss Financial Market Supervisory Authority)	FINMA ensures the protection of creditors, investors, and insured persons, as well as the proper functioning of financial markets. It defines risk-based supervision requirements for outsourcing solutions at banks, securities traders, and insurance companies.
FitSM	Framework for Integrated Test and Service Management is a lightweight IT service management (ITSM) framework designed for small and medium-sized organizations. It is based on ISO/IEC 20000, the international standard for IT service management, but it is simpler and more accessible for smaller organizations. FitSM is an EU-based IT service management framework. It was developed by the European Commission's Joint Research Centre (JRC) in collaboration with the European Union Agency for Cybersecurity (ENISA).
FMN (Federated Mission Networking)	A NATO initiative to ensure interoperability of systems for data exchange and process integration in international missions.
Forward Schedule of Change	(ITIL Service Transition) A document listing all authorized changes and their planned implementation dates, as well as estimated dates for long-term changes.
FTE (Full-Time Equivalent)	A measure of work hours, defined as the number of hours worked divided by the usual full-time working hours of an employee.
Full Cloud	A cloud computing environment in which all IT infrastructure, services, and applications are hosted in the cloud. In such a scenario, a company would not maintain any of their own on-premises hardware or software, but would instead rely entirely on cloud service providers to deliver all of their IT services
GA (General Availability)	Stage in a software product's lifecycle when it is considered fully developed and ready for release to the general public. At this stage, the product has undergone extensive testing, and any issues or bugs have been addressed. This marks the point at which the product is available for purchase or download by anyone, and typically includes a wide range of support and documentation resources to help users get started with the product.
Gantt	Gantt chart is a type of bar chart that illustrates a project schedule. The chart lists the tasks to be performed on the vertical axis, and time intervals on the horizontal axis. The width of the horizontal bars in the graph shows the duration of each activity.
General Peripheral	Computer peripheral device that is neither a monitor nor a printer, such as a scanner or a network card.
General Data Protection Regulation (GDPR)	A European data protection law that came into effect in May 2018. It contains unified rules for the processing of personal data by private companies and public bodies across the EU.
Generative AI	A type of artificial intelligence (AI) that is designed to create new data or information rather than just analyzing or processing existing data. In other words, it is an AI system that can generate original content or output based on a given set of inputs or rules. Generative AI uses algorithms and neural networks to create new content, such as images, text, music, or even video, that is similar to the training data it was given. Generative AI is used in Effie AI Email and Effie AI Chat for generating, correcting and completing agent responses.
Generative Large Language Models (LLM)	Large Language Models (LLMs) are a type of artificial intelligence trained to understand and generate natural language. These models are trained on huge text datasets and are able to generate answers to questions. Generative LLMs are used for following Effie AI features: Effie AI Email, Effie AI Chat, Effie AI Summarizer.
GPT	Generative Pre-trained Transformer is a type of language model in the field of natural language processing (NLP) in AI. GPT models are designed to generate human-like text based on a given input or prompt.
GUID	Globally Unique Identifier.
Hot Standby	In a hot standby, the primary and secondary systems run in parallel. The data from the primary system is transmitted in real-time to the secondary system, ensuring both systems hold the same data.
Hot Transfer	In a hot transfer, the call center employee dials the desired number and speaks with the recipient of the call before connecting the caller.
HRSM	Human Resources Service Management refers to the management of HR-related processes and activities that support the delivery of HR services to an organization's employees. This includes processes such as employee onboarding, benefits administration, performance management, and HR record keeping.
HTP	Workday (from Finnish term Henkilötyöpäivä). In Finland, this equals to 7.5 hours of work (can wary between industries).
Hybrid Cloud	Hybrid cloud is a type of cloud computing environment that combines the use of both private and public clouds. In a hybrid cloud setup, some data and applications are stored in a private cloud infrastructure that is managed and maintained by the company's IT department, while others are stored in a public cloud infrastructure that is managed by a third-party cloud service provider.
IaaS	Infrastructure as a Service is a type of cloud computing service model where a provider offers virtualized computing resources over the internet. In IaaS, the provider offers various infrastructure components, such as virtual machines, storage, servers, and networking resources, to the customers. The customers can use these resources to build, run, and manage their applications, without having to worry about the underlying hardware and infrastructure.
IAM	Identity and Access Management (=EIM + IGA). It's the process of managing identities and granting access to resources in an organization. This includes creating, modifying, and deleting user accounts and defining what resources each user can access.
Identity Provider	These are ID services like Google Accounts, Apple ID, Open ID, Facebook, Twitter. End-users and companies use these IDs to log into their provider applications, but they can also be used to login into any third-party application that supports the ID provider.
IDM	Identity Management refers to the processes and technologies for managing digital identities of users, systems and devices. This includes verifying identities, controlling access to resources, and maintaining audit trails. The goal is to ensure secure, efficient, and consistent identification and authentication of users in an organization's IT systems and services.
IGA	Identity Governance and Administration is a subset of Identity Management that focuses on managing and governing the policies, processes, and technologies involved in identity and access management. IGA deals with the administration of user identities, entitlements, and permissions across the IT environment, including data access, system access, and application access. The aim of IGA is to ensure compliance with security policies, minimize risk, and improve efficiency in the management of identities.
Incident	An incident is an unplanned interruption or degradation of an IT service, which affects, or could potentially affect, the agreed service level with the customer. An incident can be caused by hardware or software failure, human error, or a security breach, among other things.
Information Domain	An information domain is an area where data and information are exchanged and worked on collaboratively. The area may be geographically, access-right, and/or content-limited.
Interface	An interface is a convention that establishes a connection between two systems and regulates the associated exchange.
Issue	An issue refers to a problem that is not yet fully understood or resolved, but has the potential to impact one or more IT services. An issue is a situation that requires investigation and may result in an incident if it causes, or has the potential to cause, an interruption or degradation of service. The difference between an incident and an issue is that an incident is a disruption to a service, while an issue is a potential problem that requires further investigation.
ISO	International Organization for Standardization is an independent non-governmental organization that develops and publishes international standards for products, services, and systems. ISO standards are widely recognized and respected around the world, and organizations that adopt them can demonstrate their commitment to quality and best practices. ISO standards are voluntary and not legally binding, and it is up to individual organizations to decide whether or not to adopt them. Matrix42 is certified for ISO 27001 (information security management).
ISO 22301 (Business Continuity Management Systems)	The standard specifies the requirements for planning, establishing, implementing, operating, monitoring, and improving a documented continuity management system to respond to or recover from business interruptions.
ISO 9001 (Quality Management)	An international standard that defines the criteria for a quality management system, focusing on the consistency and quality of products and services provided to customers.
ISO/IEC 14764:2006	Software Engineering - Software lifecycle processes - Maintenance. This standard provides guidelines for the maintenance of software.
ISO/IEC 20000-1 (Service Management System Requirements)	The international standard for IT service management, defining the requirements for developing, implementing, monitoring, maintaining, and improving an IT service management system.
ISO/IEC 27001 (Information Security Management Systems)	The standard specifies the requirements for establishing, implementing, maintaining, and continuously improving a documented information security management system, considering the context of the organization.
ISO/IEC 27017 (Code of Conduct for Cloud Services)	The standard provides additional cloud-specific implementation guidelines and controls to address the threats and risks associated with cloud information security.
ISO/IEC 27018 (Protection of Personal Data in Cloud Services)	The standard specifies data protection requirements for cloud services and sets monitoring mechanisms and policies to ensure the protection of personal data.
ISO/IEC 27701 (Privacy Information Management System)	An extension of ISO/IEC 27001 and ISO/IEC 27002, specifying additional requirements for a Privacy Information Management System (PIMS).
ISO 9241-11 (en)	Ergonomics of human-system interaction - Part 11: Usability. This standard addresses the efficiency and satisfaction of software users.
ISO 9241-110 (en)	Ergonomics of human-system interaction - Part 110: Dialogue principles. This standard covers principles such as task suitability, self-descriptiveness, learning support, controllability, conformity with expectations, customizability, and error tolerance.
ITAM	IT Asset Management refers to the process of managing, tracking, and optimizing the procurement, deployment, maintenance, utilization, and disposal of hardware and software assets within an organization. ITAM is a critical component of ITSM and helps organizations to ensure that their IT assets are being used effectively, efficiently, and in a cost-effective manner. ITAM also plays a key role in managing software licenses and ensuring compliance with vendor agreements and regulations.
ITFM	Information Technology Financial Management. It is a practice that focuses on managing the financial resources of an organization's IT department. ITFM involves the use of financial management principles, tools, and techniques to plan, budget, allocate, and control the costs of IT services. It helps organizations to measure the value and cost of IT services and to identify opportunities for cost savings and optimization.
IT-Grundschutz (BSI)	BSI provides the IT-Grundschutz (IT-baseline protection) methodology, consisting of an ISO/IEC 27001-compatible information security management system and additional specific standards and catalogs for typical business environments.
ITIL	Information Technology Infrastructure Library is a set of detailed practices for IT activities such as IT service management (ITSM) and IT asset management (ITAM) that focus on aligning IT services with the needs of business. https://www.axelos.com/certifications/itil-service-management/
ITOM	Information Technology Operations Management refers to the process of managing, monitoring, and optimizing the availability, performance, and capacity of an organization's IT infrastructure and services. ITOM encompasses a wide range of activities, including event management, incident management, problem management, change management, and availability management, among others.
ITSM	Information Technology Service Management. When talking about Matrix42 IT Service Management, it is a solution to modernize and automate an organization’s IT service management.
IT Discovery	IT discovery, also known as IT asset discovery or IT inventory, refers to the process of identifying and cataloging all the IT assets within an organization's infrastructure. This includes hardware devices such as servers, desktop computers, laptops, and mobile devices, as well as software applications, databases, and network components.
Jenkins	An automation server. It automatically creates builds, runs tests and deploys software.
JIRA	A proprietary software developed by Atlassian, primarily used for bug tracking, issue tracking, and project management. It allows teams to manage, plan, and collaborate on tasks and projects, ensuring streamlined work processes and visibility into progress.
Kanban	Kanban is a visual method for managing and optimizing work processes. Kanban boards use cards and columns to represent work items and their progress through the workflow.
KB / Knowledge Base	A Knowledge Base. It can include articles, procedures, best practices, FAQs, and other information that is relevant to the products, services, or processes that an organization provides. The goal of a knowledge base is to improve the efficiency and effectiveness of support and operations, by enabling quick access to accurate information, reducing the need for repetitive inquiries, and providing a foundation for continuous learning and improvement.
Known Error	(ITIL Service Operation) A problem for which the cause and a workaround have been documented. Problem management is responsible for creating and managing known errors.
KPI	Key Performance Indicator is a metric used to measure the success or effectiveness of a particular aspect of IT service management. KPIs help organizations track progress and determine the effectiveness of their ITSM processes, service level agreements (SLAs), and other initiatives. For example, a common KPI might be the percentage of incidents resolved within a specified timeframe, or the number of change requests that are approved and implemented successfully.
LDAP	Lightweight Directory Access Protocol is an open, vendor-neutral, industry standard application protocol for accessing and maintaining distributed directory information services over an Internet Protocol (IP) network. Some common implementations are: IBM LDAP - IBM Directory Server for IBM i™ (also referred to as Directory Services) provides Lightweight Directory Access Protocol (LDAP). OpenLDAP - An open source implementation of the Lightweight Directory Access Protocol. FreeIPA - An integrated security information management solution combining Linux (Fedora), 389 Directory Server, MIT Kerberos, NTP, DNS, Dogtag (Certificate System). It consists of a web interface and command-line administration tools. 389 LDAP Connector - A connector for 389 Directory Server, which is an enterprise-class Open Source LDAP server for Linux.
LDAP over SSL	A directory server whose data structure conforms to the LDAP specification and can exchange data via the LDAPv3 protocol.
Ledger Account	Ledger accounts are used in financial accounting to record operational expenses and profits for commercial and tax purposes.
License Agreement, License	A license agreement is a contract in which the author or owner of a work, patent, or utility model grants another person the right to use it, either fully or partially. The granted usage right is called a license.
License Audit	An audit to check whether the license terms of various software products have been adhered to.
License Metric	The license metric specifies how the license requirement should be calculated.
Listener	A listener or an event handler is a callback subroutine that handles inputs received in a program. Each event is a piece of application-level information from the underlying framework.
Log Entry	A log entry is a record used for traceability of changes made to system objects. It can be created manually or automatically.
Low-code / No-code	Low-code refers to a software development approach that uses a visual interface and pre-built components to enable developers to create applications quickly and with minimal coding. The low-code approach typically involves using drag-and-drop interfaces, visual modeling tools, and pre-built components to design and assemble applications. No-code takes this approach even further by eliminating the need for coding altogether. Instead, no-code platforms provide a range of pre-built components and templates that can be used to build applications without writing any code. No-code platforms often use a visual interface to enable users to design, configure, and test their applications.
Manufacturer	Producer of physical or immaterial company value.
Mapper	A tool or component that translates or converts data from one format or structure to another. In the realm of software development and integration, mappers are often used to ensure data compatibility between disparate systems, facilitating seamless data flow and integration.
Master Contract	Declaration of intent between contract parties concerning a specific service. In the master contract, basic aspects of cooperation are agreed, but room is left for actual contracts that are based on the master contract.
MDM	Mobile Device Management refers to the process of managing, securing, and monitoring the use of mobile devices, such as smartphones and tablets, within an organization. The goal of MDM is to ensure that mobile devices are being used in a secure and compliant manner, while also protecting sensitive corporate data. MDM typically involves implementing policies and procedures for device enrollment, configuration, security, and monitoring.
Membership Number	An organization is assigned a membership number when it joins, for example, a Microsoft Select contract.
MFA	Multifactor authentication is a security mechanism that requires users to provide two or more different forms of authentication in order to access a system or application. It is designed to provide an additional layer of security beyond traditional username and password authentication, which can be easily compromised by cyberattacks such as phishing or brute force attacks.
Microsoft Enterprise Agreement	Special license program from Microsoft for major customers. Volume-dependent pricing permits favorable purchasing conditions. Microsoft Enterprise Agreements are uniform and valid worldwide.
Microsoft Enterprise Enrollment	Enrollment agreement that is related to a Microsoft Enterprise Agreement, in which the signatory contractually agrees to the conditions that were defined in the respective Microsoft Enterprise Agreement.
Microsoft Select Agreement	Special license program from Microsoft. Volume-dependent pricing permits favorable purchasing conditions. Microsoft Select Agreements are uniform and valid worldwide and can include all member companies of a business group.
Microsoft Select Enrollment	Enrollment agreement that is related to a Microsoft Select Agreement, in which the signatory contractually agrees to the conditions that were defined in the respective Microsoft Select Agreement.
Miradore	A Finnish software company that provides cloud-based device management solutions for IT organizations and their cloud solution powers Matrix42 Cloud. The company was founded in 2006 and is headquartered in Helsinki, Finland.
ML	Machine Learning. Subset of AI where computers are trained to learn from data and improve their ability to perform tasks without being explicitly programmed.
Mobile Device	Mobile devices are devices that can be used not only at a fixed workstation but also on the go, such as notebooks, tablets, and smartphones.
MQL	Marketing Qualified Lead is a potential customer who has demonstrated a level of interest in a company's product or service, and has been deemed by the marketing team to be more likely to become a customer compared to other leads in the sales funnel.
MSP	Management Service Provider is a company that provides comprehensive IT services and support to organizations, remotely managing their IT infrastructure and end-user systems. The goal of an MSP is to provide organizations with a single point of contact for their IT needs, and to help improve the reliability, performance, and security of their IT systems.
MTTR	Mean Time to Resolve is a key performance indicator (KPI) used to measure the average time it takes to resolve an incident or a problem in IT service management. MTTR represents the average duration between the time an incident is reported and the time it is resolved, and it is typically measured in hours or minutes.
MRR	Monthly Recurring Revenue is a financial metric used by subscription-based businesses to track their revenue on a monthly basis. It represents the total amount of revenue that a business expects to receive from its recurring subscription fees in a given month. In addition to MRR, businesses may also track other related metrics such as Annual Recurring Revenue (ARR), which is the total amount of recurring revenue expected in a year, and Customer Lifetime Value (CLTV), which is the expected revenue that a customer will generate over the lifetime of their subscription.
Multitenancy	The totality of features of an IT system that enables different users to use their assigned datasets without being affected by users from other tenants.
MVP	Minimum Viable Product is a development strategy used by businesses to create and launch a new product or service with the minimum features required to satisfy early customers and validate the product concept. The goal of an MVP is to quickly and cost-effectively test the viability of a product idea, gather user feedback, and make improvements based on that feedback. An MVP typically includes only the most essential features required for the product to function, with additional features added over time based on customer feedback and market demand.
MWB	Must Win Battle is a high priority opportunity or deal that a sales team has identified as critical to achieving their overall sales goals. It is typically a complex or competitive sales opportunity that requires significant effort and resources to win.
NER	Named Entity Recognition is a subfield of natural language processing (NLP) that involves identifying and categorizing named entities in text, such as people, organizations, locations, dates, and other types of entities. NER is typically performed using machine learning algorithms that are trained on large amounts of annotated text data. The algorithms learn to recognize patterns and features in the text that correspond to different types of named entities.
Network Device	Network devices are essential hardware components that enable communication and data exchange within and between computer networks. Common types of network devices include hubs, routers, and switches, each with specific roles in managing data flow and connectivity.
NLP	Natural Language Processing is a subfield of artificial intelligence (AI) and computer science that focuses on enabling computers to understand, interpret, and generate human language. It is used for: Effie AI Chatbot - to suggests a predefined answer based on the end user message. Effie AI Ticket - to find similar content based on the open ticket.
Note (contracts)	Comment that is normally made in the context of a contractual agreement, an appointment, or a task.
OEM	(Original Equipment Manufacturer) The manufacturer of the original product.
OIT	Order Intake Type is used to determine the process and workflow that should be followed for processing the order, as different types of orders (for example, standard/special/non-standard, etc. may require different levels of processing, documentation, or approvals.
OLA	Operational Level Agreement is an agreement between an IT service provider and another part of the same organization. An OLA supports the delivery of IT services by the IT service provider to the service recipient.
On-Premises	Refers to the self-managed operation of hardware and software within the company's own infrastructure.
Online Help	Documentation and guidance provided by the manufacturer via internet to assist the user in operating the system.
OOB / OOTB	Out Of Box / Out Of The Box are terms used to describe a product or solution that is ready to use immediately after it is taken out of its packaging, without requiring any additional configuration or customization. For example, an OOB software product would be one that can be installed and used immediately after installation without any additional customization or setup. An OOB hardware product would be one that can be plugged in and used immediately without any additional assembly or configuration.
OpenID	An open standard and decentralized authentication protocol that enables users to authenticate with a single set of credentials across multiple websites and applications. It allows users to use one set of login credentials, such as a username and password, to authenticate with different websites and applications, rather than having to create and remember separate sets of login credentials for each one. This solution works by enabling a user to authenticate with an Identity Provider that they trust, such as Google or Facebook, which then verifies the user's identity and sends an authentication token to the website or application that the user wants to access. This token is then used to authenticate the user without requiring them to enter a separate username and password.
Operational and Accounting Data	A breakdown of the costs of individual services. A distinction is made between one-time costs and operating costs, which represent costs over a specific period.
Operation Level Agreement	Agreement between an internal service provider and an internal customer. Operation Level Agreements define the range and quality of the covered services.
Operations, IT Operations	The ongoing management of an IT service, system, or other configuration item. "Operations" also refers to all predefined activities or transactions.
OTP	One-Time Password is a temporary password that is valid for only one use and for a limited amount of time. It is commonly used in two-factor authentication and multi-factor authentication systems to provide an additional layer of security beyond traditional username and password authentication.
OrBAC	Organization-Based Access Control is a security model that provides a structured method for managing access to resources based on the hierarchical structure and business rules of an organization. This system is designed to enable organizations to manage access to resources based on the roles and responsibilities of individual users, as well as the organization's policies, procedures, and business rules. In this type of system, access control decisions are based on the user's position or role within the organizational hierarchy, as well as the policies and procedures governing access to specific resources. Access control policies are defined based on the organization's structure and rules, rather than simply assigning access based on predefined roles or attributes.
Orchestration	Orchestration refers to the coordination of processes and activities between IT service management (ITSM) and other IT components to deliver IT services effectively. The goal of orchestration is to improve the efficiency and reliability of IT service delivery, as well as to reduce manual intervention and human error.
OSE	(Operating System Environment) The environment in which the operating system runs.
PaaS	Platform as a Service is a cloud computing service model where a provider offers a platform that enables customers to develop, run, and manage their applications without having to worry about the underlying infrastructure. In PaaS, the provider offers a complete software development environment that includes tools, libraries, and frameworks for building, testing, and deploying applications. Customers can use these tools to write their code, integrate with other services, and deploy their applications to the cloud. The PaaS provider manages the underlying infrastructure, including servers, storage, and networking, making it easier for the customers to focus on their applications and business logic.
PAM	Privileged Access Management is a security solution that provides organizations with a comprehensive set of tools and processes for managing and securing privileged access to critical systems and data. PAM is designed to help prevent unauthorized access, abuse, and exploitation of privileged accounts, which are often targeted by cyber attackers. These solutions typically include features for controlling and monitoring access to privileged accounts, such as administrator accounts, service accounts, and other accounts with elevated privileges. They also include tools for managing and securing access credentials, such as passwords and cryptographic keys, and for enforcing strong authentication and authorization policies.
PCN	(Product Change Notification) A notification from a manufacturer to its customers about technical changes to a product.
Peripherals	Equipment that is connected to computers, such as monitors, printers, or scanners.
Person (ITIL)	An individual end-user or stakeholder who interacts with the IT services, systems, or processes. Their experiences, feedback, and requirements can drive IT service improvements and alignments.
Planned Costs	Costs that are planned by the cost center manager on the basis of contractual agreements. These costs can refer to services or investments for company assets.
Plausibility Checks	A method of roughly verifying whether a value is plausible, acceptable, and comprehensible.
POC	Proof of Concept is a term used to describe a small-scale, preliminary project or experiment that is conducted to test the feasibility or viability of a new idea or technology. The goal of a POC is to demonstrate that a particular concept or technology can be implemented effectively and can produce the desired results before committing to a full-scale project or investment.
Portable Storage Medium	Portable storage devices, such as USB sticks or external hard disk drives.
Private Cloud	A private cloud is a cloud computing environment that is dedicated to a single organization. It provides similar benefits to public cloud services, such as scalability and self-service provisioning, but is hosted on-premises or in a dedicated data center. Private clouds are often used by organizations that require greater control over their data and applications, as well as enhanced security and compliance measures.
Problem (ITIL)	The root cause of one or more incidents. At the time a problem record is created, the cause is typically unknown.
Process (software term)	A structured set of activities aimed at achieving a specific goal. A process transforms one or more defined inputs into defined outputs. May include policies, standards, guidelines, and work instructions.
Pseudonymization	The replacement of a name or other identifier with a pseudonym to prevent or make it more difficult to identify the affected person.
QR-code	QR code, or Quick Response code, is a type of two-dimensional barcode that can be read by a smartphone or QR code reader. They consist of black and white squares arranged in a square grid on a white background, and can be printed on various surfaces, such as paper, plastic, or metal. To read a QR code, a user needs a QR code reader application on their smartphone or tablet. They simply point their device's camera at the QR code, and the application will read and decode the information encoded in the code.
Query (software)	A compilation of search criteria applied to a dataset that, after execution, returns a structured result set.
RACI	"Responsible, Accountable, Consulted, Informed" is a tool used to clarify roles and responsibilities within an organization, particularly in the context of IT service management. The RACI model provides a clear understanding of who is responsible for specific tasks, who is accountable for ensuring the task is completed, who should be consulted for input, and who needs to be informed of the outcome. The RACI model is used to clarify roles and responsibilities for various activities related to IT service management, such as incident management, change management, problem management, and others.
RBAC	Role-Based Access Control is a security model that provides a structured method for managing access to resources within an organization based on the roles and responsibilities of individual users. It is widely used in enterprise environments and IT systems to ensure that users have access only to the resources and data that they need to perform their job functions. In this kind of a system, access control is based on predefined roles that are assigned to individual users or groups of users. Each role is associated with a set of permissions or access rights that define what resources the user can access and what actions they can perform. Users are granted access based on their role, rather than their individual identity or other characteristics.
Recipient Group	The recipient group of a message defines the area for which the message is intended. Examples: BWI, Exercise 1, NATO Nation Y.
Release and Deployment Management	The process responsible for planning, scheduling, and controlling the build, test, and deployment of releases, as well as providing new functionalities required by the business.
Relocatability	The relocatability of a system indicates that it can be dismantled, relocated, and reassembled to be operational within a specified timeframe.
Reporter (ITSM)	People who have access to selected, often restricted, functions of the IT-SM platform.
Resellers	Companies entrusted with the distribution of software.
REST API	Representational State Transfer Application Programming Interface is a type of web-based API (Application Programming Interface) that uses HTTP (Hypertext Transfer Protocol) requests to access and manipulate data. It is a software architectural style that defines a set of constraints to be used for creating web services. Matrix42 uses REST API to for integrations, mainly to help customer integrate their existing systems to the Matrix42's solutions. REST APIs are simpler and more lightweight than Web APIs, and they are often preferred for web and mobile applications because they are easier to integrate and consume.
Request for Change (RFC)	The formal request to implement a change. An RFC includes details of the requested change and can be recorded either on paper or electronically.
RFI	Request for Information is a formal request for information from stakeholders, suppliers, or service providers, used to gather information necessary for decision-making, planning, or problem resolution.
RICE Scoring	Reach, Impact, Confidence and Effort is a prioritization framework for quantifying the potential value of features, project ideas and initiatives. It helps product managers to quantify the estimated value of a feature or project idea so they’re easier to sort when it’s time to decide if, when and/or in what order they should be worked on.
ROI	Return On Investment is a financial metric used to measure the efficiency or profitability of an investment. It is the ratio of the net profit or benefit gained from an investment to the cost of that investment.
Roles (software)	Roles are used within a technical system to define responsibilities and manage permissions.
RPA	Robotic Process Automation refers to the use of software robots or automated scripts to automate routine and repetitive tasks in IT operations and service management processes. The goal of RPA in ITSM is to improve efficiency, reduce errors, and increase speed by automating manual tasks, freeing up valuable time for IT staff to focus on higher-value activities. By automating routine tasks, RPA helps organizations to achieve improved service levels, faster response times, and greater process consistency, ultimately leading to increased customer satisfaction.
RPO	Recovery Point Objective is a measure of the maximum acceptable amount of data that an organization can afford to lose in the event of a disaster or outage. The RPO is used to determine the frequency of backups and the type of backup solution that is needed to protect an organization's data. RPO is used to ensure that the IT service management processes are designed and implemented in a manner that ensures the protection of critical data. The RPO is used to determine the frequency of backups and the type of backup solution that is needed to protect an organization's data.
RTO	Recovery Time Objective is a measure of the maximum acceptable time that a service, system, or process can be down before it has a significant impact on business operations. The RTO is a critical component of a disaster recovery plan, and it helps organizations to determine the priority of different services and systems, and to allocate resources accordingly.
SaaS	Software as a Service is a delivery model for software applications over the internet. In this model, customers access the software through a web browser, rather than installing it on their own computers. In SaaS, the provider hosts the software applications and makes them available to customers over the internet. Customers can access the software applications through a web browser or a mobile app, without having to install or maintain any software on their own devices. The SaaS provider manages the underlying infrastructure, including servers, storage, and networking, making it easier for the customers to use the software without worrying about the technical details.
SaaS Back-End Features	The behind-the-scenes tools and services that power SaaS apps.
SAML	Security Assertion Markup Language is an XML-based protocol used for exchanging authentication and authorization data between different parties, such as between a user, an identity provider, and a service provider. It is widely used in enterprise environments and web-based applications as a way to facilitate single sign-on and to manage user identities and access to different resources.
SAM Tool	The software environment that provides Software Asset Management.
Scanner	A data collection device or software that scans or measures an object systematically and regularly.
Scheduling	The process of arranging, controlling, and optimizing IT tasks or workloads in a specified sequence or time frame. It ensures that IT resources are allocated effectively and that operations are executed in an organized manner to meet desired outcomes or service levels.
SCIM	System for Cross-domain Identity Management is a protocol that allows for the automated provisioning and management of user identities and access rights across multiple domains or systems. SCIM was developed to address the challenges of managing user identities and access in complex and distributed IT environments, such as those found in large organizations or cloud-based systems. It provides a standard way for identity and access management systems to exchange data and automate the creation, modification, and deletion of user accounts and access rights.
SDLC	Software Development Life Cycle is a systematic approach to software development that outlines the stages involved in designing, building, testing, deploying, and maintaining software. The SDLC process is typically divided into several phases, such as requirements gathering, design, development, testing, deployment, and maintenance.
Service Catalog (BFS, SUS)	A database or structured document containing information about all services provided by IT (BFS, SUS).
Service Consumer	An application, service, or some other type of software component that requires the functionality of the service. The service consumer executes the service by sending it a request according to the service interface.
Service Desk Agent	Provides customer support to end users of IT services provided by a company. Their usual work can include troubleshooting customers' issues, carrying out network repairs, collaborating with other technical profiles to help solve customers' problems and other similar tasks.
Service Impact Analysis	In the case of new service developments or changes, the impact on other services and their related processes is considered.
Service Level	Measurable and demonstrable outcomes achieved with respect to one or more service level objectives. The term "Service Level" is also commonly used as a synonym for service level objectives.
Service Management	Part of ESM (Enterprise Service Management).
Service Provider	(ITIL Service Strategy) An organization that provides services to one or more customers. The term "IT Service Provider" is often used.
Service Recipient (USZ IT)	An entity that purchases goods or services. The service recipient of the USZ IT is the person or group with whom service level objectives are defined and agreed upon.
Service Request	A formal request from a user for something to be provided, such as a request for information, advice, password reset, or setting up a workstation for a new user.
SF (Interface Framework)	An interface framework defines the conventions for communication between different systems.
Signicat	Matrix42 uses Signicat's solution for strong authentication. Signicat is a Norwegian technology company that provides digital identity verification and authentication solutions. The company was founded in 2007 and is headquartered in Trondheim, Norway.
SIM Card	A chip card that can be inserted into, for example, a cellular phone, a laptop, or a PDA and is used to identify the user in a network.
SingleSignOn via SAML 2.0 (Shibboleth)	Shibboleth allows users to authenticate once and then access various services or licensed content remotely.
SKU	Stock Keeping Unit is a unique identifier used to track and manage inventory. It is a code assigned to a product or item, which helps businesses to manage and differentiate their products effectively. SKUs are used to identify specific product variations, such as size, color, or materials, and to distinguish between similar products in the inventory. In software, the article number (SKU = "Stock Keeping Unit") of the software manufacturer for a license with a specific version.
SLA	Service Level Agreements define the range and quality of the covered services. Service Level Agreement is a contract between an IT service provider and its customers, which defines the levels of service that the provider will deliver, and the expectations of the customers in terms of availability, reliability, and support.
Software Assurance	Microsoft term for the right to use new software versions without extra charge.
Software Manufacturer	Companies that develop and distribute software.
Sovereign Cloud	A cloud computing infrastructure designed to meet the specific data security, privacy, and regulatory requirements of a particular organization, nation or government. This is achieved by giving the cloud's ownership regarding data security and physical location to the customer.
SOC 1 Type 2	A report documenting the effectiveness of a service organization's controls over a defined period, based on regulatory requirements.
SOC 2 Type 2	A report documenting the scope and adequacy of an organization's internal controls in terms of security, availability, confidentiality, processing integrity, and privacy.
SOC 3	A short, publicly accessible version of the SOC 2 Type 2 attestation report for users seeking assurance about a cloud service provider's controls.
SoW	Statement of Work is a document that defines the scope, objectives, deliverables, and requirements for a specific IT project or service. The SOW outlines what work needs to be done, by whom, and within what timeframe, and helps to ensure that all stakeholders have a clear understanding of what is expected from the project or service
SP	Service Provider is an organization that provides IT services to customers. The service provider is responsible for delivering IT services that meet the agreed requirements and expectations of its customers, and for maintaining the quality and availability of those services.
SPO	Service purchase order is a formal document used to request or purchase IT services from a service provider. The SPO typically includes details such as the type of service requested, the required delivery date, and the payment terms and conditions.
SR	Service Request is a formal request from a customer or user for a specific IT service or change. The service request is used to initiate the delivery of IT services, and to capture the customer's requirements and expectations. It is typically used to request standard IT services, such as password reset, software installation, or hardware replacement.
SSC	Self-Service Channel is a channel through which customers or users can access and request IT services without the need for direct involvement from the IT service desk. It is an important component of IT service management, as it allows customers to access IT services quickly and easily, and helps to ensure that IT services are delivered in a consistent and predictable manner.
SSO	Single-Sign On is an authentication scheme that allows a user to log in with a single ID to any of several related, yet independent, software systems. True single sign-on allows the user to log in once and access services without re-entering authentication factors.
Strong Authentication	Strong authentication, also known as multi-factor authentication, is a security measure used to verify the identity of a user attempting to access a system, application, or service. It involves the use of two or more authentication factors to establish the user's identity, providing an additional layer of security beyond traditional username and password authentication. By requiring multiple factors for authentication, strong authentication helps to reduce the risk of unauthorized access to sensitive data and systems. Even if an attacker manages to obtain one authentication factor (such as a password), they would still need to provide additional factors to gain access.
Sub-Customer	A customer participating in a contract made by someone else, e.g., an institute that participates in a university's contract.
Supplier	An organization that provides products and services to consumers but does not have goals or objectives in common with its consumers. Suppliers are known as the first link in the supply chain, forming only B2B relationships and providing goods to manufacturers, in rather large quantities.
Supporting Service (SUS)	Supporting services are intermediate products of IT services required to deliver a business-facing service (final product).
Synchronization	The process of ensuring that multiple IT systems, processes, or data sets are consistent and aligned over time. It often involves matching data or activities to ensure uniformity across different platforms or environments.
Tasks (software)	Tasks are components of processes that can be carried out by users to advance process progress. Tasks can be performed both within and outside the system.
TCO	Total Cost of Ownership is a financial estimate of the complete cost of a product or service over its entire life cycle, from initial purchase to disposal. It includes all costs associated with owning and using the product or service, including the direct costs such as purchase price, maintenance, repairs, and upgrades, as well as the indirect costs such as training, support, downtime, and lost productivity.
TCV	Total Contract Value is the total amount of revenue you receive from a given customer. It includes all recurring subscription revenue as well as one-time fees that may be associated with the contract, such as implementation fees.
Tenant	In IT systems, a tenant refers to a data and organizationally self-contained unit in the system. A tenant acts as a customer in the IT service relationship.
TM-Forum	An association of IT and telecommunications companies with the goal of providing guidelines and solutions to improve the management and operation of information and communication networks.
TTR	Time to Resolve is a key performance indicator (KPI) used to measure the time it takes to resolve an incident or a problem in IT service management. TTR represents the duration between the time an incident is reported and the time it is resolved, and it is typically measured in hours or minutes.
Tunk	verb - 1. used to describe, often slow, troubleshooting, scripting etc. which often results in hacky solutions, but "if it works it works" 2. can mean work that requires excessive amounts of manual labor; Origin: comes from Finnish word “tunkki” which is literally translated as “jack”. Synonyms: "Tunkki", "Tunkkaus"
UI Elements	All components of a graphical user interface are referred to as UI elements.
Underpinning Contract (UC)	Contract between an external provider and an internal end customer. Underpinning Contracts define the range and scope of the covered services. Can also be a contract between the IT service provider and a third party. The third party provides goods or services that support the provision of an IT service to a customer.
Universal Asset	Device or equipment that cannot be classified in any other asset category. You can more precisely define the type of universal asset to which you want to link the corresponding Stock Keeping Unit.
User	All individuals who utilize IT services are referred to as users. A person who uses software and hardware products to be captured. In ITSM, persons who occupy defined roles and assume corresponding responsibilities in IT-SM processes using the IT-SM platform.
USM	Unified Service Management is an approach that integrates and aligns different service management functions, such as incident management, problem management, change management, and configuration management, into a single framework. This provides a centralized view of service management, allowing for improved coordination and collaboration between different teams. USM is typically used in organizations with complex IT infrastructures and multiple service providers and involves the use of ITSM tools. Compared to ITIL, this is a broader approach that encompasses all service management functions in an organization, not just IT. USM is designed to be flexible and adaptable, allowing organizations to customize it to their specific needs, whereas ITIL provides a more prescriptive approach.
UPN	In Windows Active Directory, a User Principal Name (UPN) is the name of a system user in an email address format. A UPN consists of the user name, separator and domain name. A UPN is not the same as an email address. Sometimes, a UPN can match a user's email address, but this is not a general rule.
VAR	Value Added Reseller is a company that resells software, hardware and other products and services that provide value beyond the original order fulfillment. VARs package and customize third-party products in an effort to add value and resell them with additional offerings bundled in.
Versioning	In versioning, configurations of data states at a particular point in time are recorded in a version, enabling reference to earlier versions if needed. This is allowing all changes to be tracked at any point in time.
VIP	Virtual IP Address is an IP address that does not correspond to a physical network interface. Uses for VIPs include network address translation, fault-tolerance, and mobility. IP addresses are also used for connection redundancy by providing alternative fail-over options for one machine.
VWA	Visual workflow automation is a visual, step-by-step breakdown of a process. This includes actions that occur in specific applications, alerts sent to specific teams or individuals, and logic to determine which events take place. It consists of two components: the trigger, which, if met, sets off the workflow; and the actions, which detail how the workflow operates once triggered.
Workflow	A workflow is a predefined sequence of activities for automating business processes, supported by IT systems that manage and monitor the flow. A workflow consists of an orchestrated and repeatable pattern of activity, enabled by the systematic organization of resources into processes that provide services, or process information. Matrix42 provides a tool to manage workflows via VWA (Visual Workflow Automation).
Workflow Engine	A workflow engine is a software component responsible for executing, controlling, and monitoring the activities of a modeled process or workflow.
XLA	Experience Level Agreement is a new approach to measuring and managing the service experience of customers or end-users. XLA focuses on the experience of the customer, rather than just the performance of the service. It measures the customer's satisfaction, emotions, and perception of the service quality, rather than just the technical metrics such as uptime or response time. An XLA is designed to capture the holistic experience of the customer throughout the entire service delivery lifecycle.

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Table of Contents

Glossary of Terms

Service Management

Identity Governance and Administration (IGA)

Platform

Release Notes for M42 Professional, IGA, Conversational AI

Other Material

Services

Glossary of Terms

Matrix42 Specific Terms

Generic Terms

Contact Us

Glossary of Terms

Contact Us

Service Management

Identity Governance and Administration (IGA)

Platform

Release Notes for M42 Professional, IGA, Conversational AI

Other Material

Services

Glossary of Terms

Matrix42 Specific Terms

Generic Terms

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