Software programs that use artificial intelligence to autonomously perform tasks, make decisions, or interact with users and systems — often in real time and with minimal human intervention.
Access defines who can interact with your critical resources. Proper management protects sensitive data, supports compliance, and boosts productivity. Siit centralizes and automates access control, syncing permissions seamlessly across your tools for stronger security and smoother operations.
The process of managing who has permission to view or interact with specific systems, tools, data, or resources within an organization.
Agile Service Management applies Agile principles—like iteration, collaboration, and adaptability—to IT service management to improve responsiveness, efficiency, and service quality.
Alerting sends real-time notifications to the right teams, helping them detect and resolve issues faster. Siit integrates alerts with workflows and communication tools for efficient operations.
Application Portfolio Management (APM) is the strategic process of evaluating, optimizing, and governing an organization’s software applications to align with business goals, reduce costs, and improve performance.
Artificial Intelligence for IT Operations (AIOps) uses AI and machine learning to automate, optimize, and proactively manage IT systems by analyzing vast amounts of operational data in real time.
Asset Lifecycle Management is the end-to-end process of tracking, maintaining, and optimizing physical and digital assets from acquisition to disposal to maximize value and minimize risk.
Assistants are AI-powered tools that help employees complete tasks, find information, and automate workflows by providing real-time support through platforms like Slack, Teams, or web portals.
Systematic review and evaluation of an organization’s processes, records, and systems to ensure compliance with regulations, accuracy, and operational effectiveness.
An authorization matrix, sometimes referred to as an authority or approval matrix, is a structured tool used by businesses to delineate roles and permissions within an organization.
Auto-triage is the automated classification and routing of incoming requests or issues based on predefined rules or AI-driven analysis.
Automated Incident Response is the use of technology to detect, prioritize, and resolve IT incidents with minimal manual effort, enabling faster recovery, reduced downtime, and improved operational resilience.
Availability Management is the practice of ensuring IT services are consistently accessible and reliable by minimizing downtime, preventing disruptions, and meeting defined uptime targets.
Baseline Configuration is the documented standard setup of an IT system—including hardware, software, and security settings—used as a reference point to maintain consistency, detect deviations, and prevent configuration drift.
Break-fix support is a reactive IT service model where businesses pay per incident to resolve issues after they occur.
Business Continuity Management (BCM) is the strategic process of preparing for, responding to, and recovering from disruptions to ensure critical business functions remain operational during crises.
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.
A change freeze is a planned period where non-essential updates are paused to maintain system stability, minimize risk, and ensure uninterrupted business operations.
A Change Schedule is a systematic framework for planning, coordinating, and tracking modifications to IT systems, ensuring stability while enabling necessary improvements with minimal disruption.
The change lifecycle outlines the structured phases of planning, executing, and sustaining organizational changes to ensure smooth transitions and lasting success.
Interacts with users through conversational interfaces — typically in messaging platforms like Slack, Microsoft Teams, or a company’s website.
Client Certificate Authentication is a secure method of identity verification using digital certificates instead of passwords, providing enhanced protection against cyber threats and ensuring access to sensitive systems is tightly controlled.
Configuration Control is the systematic process of managing, reviewing, approving, and tracking changes to products or systems to ensure consistency, integrity, and compliance throughout their lifecycle.
A Configuration Item (CI) in IT Service Management (ITSM) refers to any component that must be managed in order to deliver IT services efficiently. This includes hardware, software, network devices, documentation, services, and even personnel involved in IT processes.
CMS tracks IT assets and configurations. Siit integrates CMS tools to manage assets and improve incident response.
Continuous Delivery (CD) means your code is always ready to deploy — tested, reviewed, and packaged — so releases become fast, safe, and stress-free.
Continuous deployment is an automated practice where validated code changes are instantly released to production, ensuring rapid delivery and continuous improvement.
Continuous Integration (CI) is the practice of merging code often and testing it automatically — so issues are caught early, not late.
Critical Success Factors (CSFs) are the essential areas or activities an organization must execute well to achieve its strategic objectives. They translate strategy into action, guiding priorities, aligning teams, and ensuring measurable progress toward meaningful outcomes.
Cross-team collaboration brings together diverse departments to solve complex problems, innovate,
Customer Satisfaction, commonly abbreviated as CSAT, is a key performance indicator that measures how happy customers are with a company's products, services, or interactions.
Dashboards provide real-time insights into key metrics. Siit offers customizable dashboards for SLA performance, incident resolution, and team progress.
Deflection rate within IT Service Management (ITSM) refers to the percentage of support requests resolved through self-service channels like knowledge bases, chatbots, and automated workflows, without needing human intervention.
Learn dependency mapping for IT operations. Visualize relationships between systems, teams & processes. Reduce coordination overhead with automation.
Deployment is the process of rolling out changes — like new tools, updates, or policies — so they go live smoothly, without breaking stuff.
DevOps combines software development and IT operations to enhance collaboration, automate processes, and accelerate the delivery of high-quality applications.
Digital Employee Experience (DEX) encompasses all interactions employees have with digital tools and systems, shaping productivity, satisfaction, and engagement in the workplace.
A DRP outlines recovery procedures. Siit supports DRP with automated workflows to ensure quick recovery and minimize downtime during disasters.
Employee Experience (EX) encompasses every interaction an employee has with their organization, optimizing workflows, support, and culture to boost engagement, productivity, and retention.
Enterprise Service Management (ESM) extends IT Service Management principles across all departments, streamlining service delivery, enhancing collaboration, and improving efficiency throughout the entire organization.
Escalation is the process of moving unresolved or high-priority issues to more experienced teams or higher authority to ensure timely and effective resolution.
An escalation policy provides a structured process for addressing issues that cannot be resolved at the initial level, ensuring timely and efficient problem resolution within an organization.
Fallback strategies ensure business continuity by providing backup plans or systems that activate when primary processes fail, minimizing disruption and maintaining operational resilience.
Fault Tolerance ensures system continuity during failures. Siit integrates with incident management to minimize service disruptions and maintain availability.
Federated Identity is a system that allows users to access multiple applications and services with a single set of credentials, streamlining authentication while enhancing security and compliance.
A framework is a structured system of guidelines and best practices used to standardize processes, improve collaboration, and streamline workflows across different organizational functions.
Governance refers to the systems, processes, and policies that guide an organization’s operations, ensuring alignment with strategic goals, regulatory compliance, and ethical standards.
Hardware asset management (HAM) is a strategic approach to managing the lifecycle of an organization's physical IT assets, from acquisition through deployment, maintenance, and disposal.
Centralized system or team responsible for handling internal support requests, resolving employee issues, and ensuring that day-to-day operations continue smoothly.
IT Asset Management (ITAM) is the strategic process of managing an organization's IT assets throughout their lifecycle, ensuring efficiency, cost savings, compliance, and reduced risk.
IT cost optimization refers to the process of evaluating and managing technology expenses to maximize value while maintaining or enhancing performance. It involves strategic planning to eliminate waste, improve efficiency, and drive business value.
IT cost transparency is the practice of providing a clear, detailed breakdown of all technology-related expenses within an organization. This includes both direct costs such as hardware and software, as well as indirect costs like labor and infrastructure maintenance.
IT Service Management (ITSM) is a structured approach to designing, delivering, and improving IT services that align with business needs, ensuring operational efficiency, high service quality, and user satisfaction.
An IT service provider delivers technology-related services such as infrastructure management, software development, and cybersecurity, ensuring efficient and secure operations for businesses.
Incident in the context of IT and service management refers to an unplanned disruption or degradation in the quality of a service.
The incident lifecycle refers to a structured series of stages designed to effectively manage unplanned service interruptions, restore normal operations, and minimize business impact.
Incident Management logs and resolves issues. Siit automates incident tracking and prioritization to resolve problems quickly and efficiently.
ISM ensures data protection through policies and controls, while Siit automates workflows and tracks incidents to enhance security.
Knowledge, in an organizational context, is the collective information, experience, and expertise that employees use to solve problems, make decisions, and drive continuous improvement.
Knowledge Lifecycle ensures information is created, captured, organized, shared, and retired efficiently, helping teams access accurate knowledge, reduce errors, preserve expertise, and improve operational performance.
Lean IT is a management approach that applies the principles and practices of lean manufacturing to IT environments.
License management refers to the administrative processes and strategies used to ensure compliance and efficiency in managing software licenses across an organization.
Lifecycle Management is the strategic process of overseeing the entire lifecycle of an asset or process, from acquisition to retirement, ensuring efficiency, compliance, and value maximization across all phases.
Low-Code Workflow Automation lets teams create, manage, and optimize processes with minimal coding, accelerating operations and reducing errors while boosting collaboration.
A major incident in the context of IT Service Management (ITSM) refers to a severe and unexpected event that disrupts essential business operations or severely degrades service quality.
Monitoring continuously tracks systems and workflows to detect issues early, maintain performance, and optimize operations.
Normalization is the process of organizing data to reduce redundancy, ensure consistency, and make information easier to manage, analyze, and act upon.
On-call management is a critical component of workforce operations that ensures business continuity and rapid response to emergencies outside regular working hours.
Onboarding is the structured process of welcoming and equipping new employees with the tools, knowledge, and resources they need to integrate smoothly and succeed in their roles.
Operational Efficiency is the ability to deliver products or services effectively with minimal resources, time, and effort by optimizing processes, reducing waste, and improving resource utilization.
An OLA is an internal agreement that defines team responsibilities and processes to ensure SLAs are met efficiently and reliably.
Orchestration is the automated coordination of systems, tools, and workflows to ensure complex processes run smoothly, efficiently, and with minimal manual effort.
An outage communication plan outlines the steps for informing stakeholders, customers, and employees during an IT disruption, ensuring timely, clear, and consistent messaging to minimize confusion.
Patch compliance involves ensuring that all software and hardware within an organization are consistently updated with the latest security patches and updates. This practice is crucial for maintaining a secure and operational IT environment.
Formal guidelines or rules established by an organization to define expectations, behaviors, and procedures.
Policy-based automation is the use of predefined business rules to automatically govern workflows and processes across departments.
Portals unify critical employee tools and information in one place, reducing complexity and improving efficiency. Siit’s portal empowers employees with easy access to support tickets, workflows, and company resources—all integrated with tools like Slack and Jira for seamless operations.
Predictive Analytics uses data and machine learning to forecast outcomes. Siit integrates it to prevent incidents and improve decision-making.
The Problem Lifecycle is the systematic process of identifying, investigating, resolving, and closing recurring IT issues, aiming to address root causes and prevent future disruptions.
Problem management involves identifying, analyzing, and resolving the root causes of recurring issues within an organization.
Process Automation reduces manual work. Siit automates tasks across teams to optimize workflows and improve operational efficiency.
Provisioning is the process of setting up and delivering the necessary tools, resources, and access for employees or systems to operate effectively, often automated to streamline onboarding and maintain security.
Real-time analytics is the immediate processing and analysis of data as it is generated.
RTO defines the maximum time to restore services after an outage. Siit automates workflows to meet recovery goals and ensure business continuity.
Release Management coordinates, schedules, and oversees deployments, ensuring smooth, reliable updates with minimal disruption, enhancing stability and accountability.
Release management is the structured process of planning, testing, and deploying software updates to ensure smooth, reliable, and disruption-free delivery of new features.
Process of identifying, correcting, and resolving issues or vulnerabilities within an organization’s systems, processes, or workflows.
RMM monitors systems remotely. Siit automates detection and resolution, enhancing IT service management and efficiency.
Request management refers to the systematic process of handling, processing, and fulfilling requests within an organization.
Refer to formal submissions made by employees or teams to receive help, access, information, or service from internal departments like IT, HR, Facilities, or Finance.
Resolution means closing the loop on incidents and requests by addressing root causes and restoring normal service. Siit boosts your team’s efficiency with AI-driven workflows, clear visibility, and seamless tool integrations to deliver reliable, timely solutions.
Resource management involves strategically allocating and overseeing time, staff, and technology to maximize efficiency and achieve organizational goals.
A response is the crucial communication after a request or incident, setting expectations and building trust. Siit centralizes and automates responses across channels, ensuring consistent updates and faster resolutions for smoother operations.
Risk Assessment identifies potential threats to operations. Siit enhances risk tracking with real-time analytics and automated incident management.
Risk Management identifies threats to operations. Siit tracks risks in real time and automates mitigation through workflows and incident prioritization.
Routing is the process of directing tasks, requests, or information to the right team or individual to ensure efficient handling, faster resolution, and smooth operational flow.