Simplified IT Service Management glossary

Learn about the terms and concepts in Simplified IT Service Management.

Parent Topic:Simplified IT Service Management reference

A

Glossary terms are grouped alphabetically.

AI-native IT Service Desk

An AI-native solution that provides simplified, automated implementation for administrators and a unified experience for employees and fulfillers across multiple ITSM applications.

AI summary and next steps

A section on the incident form in AI-native IT Service Desk that presents an AI-generated summary of the issue, key actions taken, resolution, and proposed next steps.

Assess state

A state in the Simplified Change Management Normal change model that confirms a change has proper documentation and is ready for authorization. Approvers are configured separately for Low, Moderate, and High risk.

Authorize state

The business approval gate in Simplified Change Management change models, which verifies that a change is approved to proceed to implementation.

B

Glossary terms are grouped alphabetically.

blackout schedule

A schedule in Simplified Change Management that blocks changes during critical periods, such as financial year-end or major platform releases.

C

Glossary terms are grouped alphabetically.

Change Registration change model

A change model in Simplified Change Management that records changes implemented outside the standard workflow, such as vendor-managed changes or platform upgrades. It has no approval workflow.

Configuration Console

The page in Simplified IT Service Management where all required setup is consolidated into a step-by-step guided experience, so administrators can track configuration progress in one place.

Configure with AI

A conversational flow in Simplified IT Service Management that administrators can use instead of the form-based wizard to complete a configuration. It’s accessible from the banner at the top of a configuration page.

E

Glossary terms are grouped alphabetically.

Emergency change model

A change model in Simplified Change Management that provides a fast-track workflow for urgent changes requiring expedited authorization. It restricts who can submit these changes and notifies stakeholders when one is created.

I

Glossary terms are grouped alphabetically.

implementation group

A group assigned in Simplified Change Management team roles whose members receive change write access, allowing them to create change requests, be assigned as implementers, and complete review tasks.

M

Glossary terms are grouped alphabetically.

maintenance window

A schedule in Simplified Change Management that designates periods when changes are actively expected, such as recurring patching cycles. Changes are allowed only during this time.

N

Glossary terms are grouped alphabetically.

Normal change model

A change model in Simplified Change Management that provides a CAB-governed workflow for planned changes requiring risk assessment, approvals, and post-implementation review.

R

Glossary terms are grouped alphabetically.

risk assessment question

A survey question presented to the change requester in Simplified Change Management. Each response carries a score, and the cumulative score determines the risk level of the change.

S

Glossary terms are grouped alphabetically.

score threshold

A score boundary in Simplified Change Management that maps a cumulative risk assessment score to a risk level of Low, Moderate, or High.

Service Desk Team Dashboard

A dashboard in AI-native IT Service Desk that service desk managers use to view key performance metrics, including incident and requested item backlog and team MTTR.

Simplified Change Management

A version of Change Management that offers the core functionality of the full Change Management application with opinionated defaults and guided setup. It’s purpose-built for organizations that need a fast, low-friction path to change governance.

Standard change model

A change model in Simplified Change Management for pre-approved, low-risk, repeatable changes. Requesters create these changes by selecting a template rather than using the change type picker, and the changes bypass the full approval workflow.

T

Glossary terms are grouped alphabetically.

team roles

The configuration area in Simplified Change Management that defines who can approve, build, or review a change by mapping individuals and groups to their roles in the change process.