🎫 ITSM

Term Glossary

• Incident

  An unplanned interruption to a service.
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• Problem

  The root cause of one or more incidents.
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• Change

  A controlled modification to the environment.
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• Request (RITM)

  A user asking for something from the catalog.
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• SLA

  Service Level Agreement timer on a task.
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• Task table

  Parent of incident, problem, change, RITM, sctask.
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• CAB

  Change Advisory Board.
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• Impact vs Urgency

  Inputs to priority.
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• Knowledge Article

  kb_knowledge record.
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• Major Incident

  Highest-impact incident with command process.
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• Workflow

  Legacy graphical orchestration.
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• Service Portal

  End-user self-service site.
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• Assignment Rule

  Auto-route tasks to group/user.
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• OLA / UC

  Internal service agreements.
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• Change Risk

  Calculated risk score for a change.
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