Le glossaire Siit

The process of managing who has permission to view or interact with specific systems, tools, data, or resources within an organization.

Systematic review and evaluation of an organization’s processes, records, and systems to ensure compliance with regulations, accuracy, and operational effectiveness.

The process of forecasting and managing the resources — such as staff, technology, and infrastructure — that an organization needs to meet current and future demand.

Context of business operations and IT service management, change refers to any modification made to the processes, systems, or tools within an organization.

Cross-functional group of stakeholders who evaluate, prioritize, and approve changes within an organization before those changes are implemented.

Change evaluation is the process of assessing the potential impact, feasibility, and risks of a proposed organizational change before implementing it.

Interacts with users through conversational interfaces — typically in messaging platforms like Slack, Microsoft Teams, or a company’s website.

Continuous Delivery (CD) means your code is always ready to deploy — tested, reviewed, and packaged — so releases become fast, safe, and stress-free.

Continuous Integration (CI) is the practice of merging code often and testing it automatically — so issues are caught early, not late.

Deployment is the process of rolling out changes — like new tools, updates, or policies — so they go live smoothly, without breaking stuff.

Incident in the context of IT and service management refers to an unplanned disruption or degradation in the quality of a service.

Formal guidelines or rules established by an organization to define expectations, behaviors, and procedures.

Release Management coordinates, schedules, and oversees deployments, ensuring smooth, reliable updates with minimal disruption, enhancing stability and accountability.

Process of identifying, correcting, and resolving issues or vulnerabilities within an organization’s systems, processes, or workflows.

Set clear expectations for how fast internal requests will be handled — and hold teams accountable.

Refers to a model where employees or users can independently access resources, perform tasks, or resolve issues without needing assistance from another person.

Service Operation manages IT services, ensuring reliability, incident resolution, and smooth daily functions, enhancing productivity and service delivery.

Ticketing refers to the process of capturing, tracking, and managing requests, incidents, or tasks through a structured system.

Triaging is the process of sorting and prioritizing requests so urgent issues get handled first — not lost in the noise.

Workflow is a series of tasks or processes that are executed in a specific sequence to complete a particular objective.