IT Jargon Explained

Change Management

Change Management is powerful and far-reaching, in that it supports every stage of the ITIL life cycle.


The Configuration Management Database (CMDB) is a main component of the Service Asset and Configuration Management Process.

Enterprise Service Management

Enterprise Service Management (ESM) is the ability to manage processes across numerous lines of business from a single application that has the flexibility to handle it all.

Help Desk

A strong IT help desk provides critical support for your organization.

Incident Management

Incident Management is the process that IT organizations follow to manage the lifecycle of incidents that are reported.

Information Security Management System

An ISMS is a set of controls that an organization implements to protect its own informational assets and other information assets for which it is responsible.

IT Service Catalog

An IT service catalog is an organized, searchable, digital presentation of the services that your company provides.


IT Asset Management (ITAM) is a system of business practices that seeks to maximize the value of IT equipment within an organization.


The Information Technology Infrastructure Library (ITIL) is a set of IT best practices designed to assist businesses in aligning their IT services with customer and business needs.


Everything you need to know about ITIL 4, from what's changed to how to get started using it.


IT Service Management (ITSM) is the practice of designing, implementing, delivering, and supporting IT services offered to customers in a business environment.

Knowledge Management

The goal of the Knowledge Management process is to gather, analyze, store and share organizational knowledge.

Problem Management

Problem Management is an IT service management process tasked with managing the life cycle of underlying "Problems."

Identity and Access Management

Identity and Access Management (IAM) is the central administration of identities and access rights in a company.

Service Desk

A service desk is a centralized support center that provides help and assistance to users in an organization for IT-related products or services.

Attack Surface

An attack surface is the totality of potential entry points that can be used to access an IT environment, typically for the purpose of launching a cyberattack.

Shift Left

Shift left is a practice — better yet, a strategy — that makes problem resolution and other key activities less costly and accelerates issue resolution.

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