HP Service Manager

Software Version: 9.34

For the supported Windows® and UNIX® operating systems

Glossary help topics for printing

Document Release Date: July 2014

Software Release Date: July 2014
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Contents
Glossary 5

HP Service Manager and HP Service Desk terminology map 6

Send Documentation Feedback 26

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Glossary help topics for printing
Glossary

Glossary
All user types can read the topics in this information plug-in to learn the definitions of Service Manager
terms.

The Search feature supports a keyword search. You can query the entire documentation set at once, or
you can limit the search to a specific information plug-in. To search, type a value in the Search field and
then click Go. To specify a search, click Search Scope and select only the information plug-ins to
include in your list of returns.

To select a term from a list of terms, click a letter and then click on the corresponding term.

A | B | C | D | E | F | G | H | I | J |  K | L | M | N | O | P | Q | R | S | T | U | V | W | X | Y | Z

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terminology map
A | B | C | D | E | F | G | H |  I  | J | K | L | M | N | O | P | Q | R | S | T | U | V | W | X | Y | Z

The following table contains a list of HP OpenView Service Desk 4.5 and HP ServiceCenter 6.2.2
terms and shows how they compare to terms in HP Service Manager.

HP OpenView Service HP Service

A, B HP ServiceCenter Desk Manager

administrator Load / Unload Used to define and Load/Unload

console complete the export and implemented.
export import actions to transfer
settings configuration information
(ACES) for ACES Views and
ACES Groups. ACES
Views are like other views
in Service Desk. They are
used to capture (part of
the) Administrator
Console information and
create export files. ACES
Views are grouped in an
ACES Group.

advanced See tailoring . Some tailoring can be Tailoring

customization achieved by writing web- implemented.
API programs.

advanced Also known as expert search. With the Advanced Find Service Desk
find dialog A dialog box that enables you to dialog box, you can find version
box search using SQL like queries. items using customizable implemented.
criteria and save search
settings for later use.

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agent SCAuto A program or process SCAuto

running on a remote implemented.
device or computer
system that responds to
management requests,
performs management
operations, or sends
performance and event
notification.
An agent can provide
access to managed
objects and MIB
variables, interpret policy
for resources and do
configuration of
resources.

application A HP ServiceCenter service. Packaged software that HP

These include: provides functionality that ServiceCenter
Change Management , is designed to accomplish version
Configuration Management , a set of related tasks. implemented.
Incident Management , An application is
Problem Management , generally more complex
Request Management , than a tool.
Scheduled Maintenance ,
Service Level Management (SLM)
, and
Service Desk .
Prior to version 6.1, applications
were called modules.

auto DVD Relates to views and the Table views

formatting ability to format rows implemented.
based on a condition

HP OpenView Service HP Service

C HP ServiceCenter Desk Manager

The utility supporting the Not used. HP

calendar definitions of working hours for ServiceCenter
different work groups. calendars
Note: Be aware of time zone implemented.
differences when executing events
within HP ServiceCenter. The
Calendar is based on a single time
zone and will not compensate for
time zone differences.

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card view Not used. In a card view information Card views not
is shown as cards. Each implemented.
item appears in an Only table views
individual card. Each line were
in the card shows a detail implemented.
of the item.
Use a card view to
quickly retrieve or view
items that you can order
in alphabetic order. For
example, to find
information to contact
persons, the card view is
best used.

A broad identification of a One of two methods of HP

category classification of calls, incidents, grouping items, category ServiceCenter
changes, quotes, change and classification. Not all version
documents, service desk items have a category implemented.
interactions, incidents, quotes, field; all items have a
requests, and tasks. classification field.
In Service Catalog, a category The category is used to
describes similar IT products or group the item while the
services that users can select from item is being worked on.
an online catalog. For example, 'complaint'
HP ServiceCenter includes out-of- may be a category for a
box categories and subcategories. service call.
Administrators can create new The classification is used
categories to meet their operational to group the results of the
needs. item. A service call
categorized as complaint
could be classified as
'user error' when the
complaint is investigated
and solved.

change list List of changes assigned to an Change View To-do list

operator. implemented.
The change list is displayed in a
Change Management inbox.

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chart view Charts and dashboards Use a chart view to Charts and
display data in one of the dashboards
many charts possible. implemented.
The chart is created from
the data of any item in
Service Desk.
Applications of the chart
view may range from
reporting on organization
performance to an
overview of the work
ahead of you when
planning.
You can easily change
the type of chart and the
way the chart is
displayed.

chart A graphical representation on a See chart view. Charts and

menu or form that summarizes the dashboards
status of one or many areas implemented.
managed by HP ServiceCenter
and the ESD: for example,
components, changes, and
tickets.

checklist The checklist function allows A questionnaire that can HP

Knowlix authors to track the review be used by help desk ServiceCenter
process for a knowledge entry. personnel when version
registering a service call. implemented.
Each checklist contains
a set of standard
questions that a caller can
be asked. The answers
given by the caller can be
logged, and checklists
can include suggestions
and solutions based on
the answers given. When
the questionnaire is
completed, the log is
copied into the service
call so that specialists
can view the information.

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client Windows client An instance of the user HP

console interface that appears on ServiceCenter
the client system while version
the application runs on a implemented.
server.

contact A person who contacts the service Caller HP

desk to initiate a service desk ServiceCenter
interaction, incident, or change, or version
a person who uses components implemented.
tracked in Configuration
Management.
This is a generally larger group
than the HP ServiceCenter
operators, but may include them.

See tailoring The process of designing, Tailoring

customization constructing or modifying implemented.
software to meet the
needs and preferences of
a particular customer or
user.

HP OpenView Service HP Service

D HP ServiceCenter Desk Manager

data Connect-It The process of exporting Connect-It

exchange data from one data source implemented.
and importing it into
Service Desk.

drop–down Menu accessed from a field with List of Values (LOV) HP

menu an arrow button, usually a down ServiceCenter
arrow. version
implemented.

HP OpenView Service HP Service

E HP ServiceCenter Desk Manager

explorer view Not used. The explorer view is a Explorer view not
combination of a implemented.
navigation pane and one Only table views
or more table views. were
The top table view shows implemented.
the main information.
The subsequent table
views show detailed
information of the main
information.

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HP OpenView Service HP Service

F HP ServiceCenter Desk Manager

file A collection of related records RDBMS tables RDBMS tables

using the fields and keys of a implemented.
particular database dictionary
record. For example, all device
records are contained in the device
file. A file is roughly equivalent to
an RDBMS table and contains a
number of similarly structured
elements that can be retrieved for
manipulation using keyed search
methods. All files are mapped and
converted to one or more
equivalent Relational Database
Management System (RDBMS)
tables.

fill The Fill function enables you to Tab or enter Fill implemented.
quickly project related data into a
record, based on a source field and
its relation rules defined in a link
record.
For example, you can click Fill to
enter a caller's name in the
Reported by field in a service desk
interaction record.
The caller's full name, phone
number, location, and email
address are automatically filled
into the appropriate fields in the
service desk interaction record.

find The Find function enables you to See advanced find dialog Advanced Find
look up information from a source box . implemented.
field.
Like the Fill function, Find is
controlled by relation rules defined
in a link record.
With the cursor in a source field,
the Find function enables you to
directly access the related table.
For example, you can click Find
when the cursor is in the Reported
By field in a service desk
interaction record to access the
related contacts record and view
complete details about the caller.

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Not Used. An administrator can Folder entitlement

Folder enable or disable folder implemented.
entitlement entitlement for Operator
Records. With folder
entitlement enabled,
operators are able to view
specific folders, as
specified in the Folder
Entitlement tab for the
Operator Record. When
folder entitlement is
disabled, the Folder
Entitlement tab is no
longer visible to
operators.

folder Not Used. A grouping of stored Folders

items. implemented.
Although all Service
Desk items are stored in
one database, folders
may be used to identify
different focus areas,
such as customers or
customer groups.

1. Background processing rules UI rules Format Control

format control that HP ServiceCenter applies implemented.
(FC) automatically when opening,
updating, saving or closing a
record.
2. A utility that enables
administrators to build rules to
activate behind-the-scenes
processing under controlled
conditions.

A utility used to build, modify, Not used. Forms Designer

forms copy, and rename forms, and then implemented.
designer (FD) validate them against associated
tables.

HP OpenView Service HP Service

G, H HP ServiceCenter Desk Manager

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history lines See Pages What happened to an item Pages

and comments that can implemented.
be helpful for handling the
item. There are two types
of history lines, system
generated lines and user
created lines.

HP OpenView Service HP Service

I HP ServiceCenter Desk Manager

inbox A predefined search displayed in View Table views

an operator's queue. implemented.
Inboxes enable you to save
queries that conduct predefined
searches with parameters you
specify, so that you can quickly
and easily repeat searches.

1. The ITIL term for the process of In contrast to the ITIL HP

Incident restoring normal operations as guidelines, Service Desk ServiceCenter
Management quickly as possible after an distinguishes between version
(IM) incident, to minimize the adverse service calls and implemented.
affect on business operation, and incidents .
ensure the best possible levels of In ITIL terminology,
service quality. Incident Management
2. The application used to manage covers both Service Desk
and track the resolution of service calls and Service
incidents. Desk incidents, whereas
Service Desk
distinguishes between
these two processes.

incident List of incident tickets based on View Views

queue inboxes. implemented.
Typically, tickets assigned to an
operator or to his/her assignment
groups.

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incident The ITIL term for an event that In contrast to the ITIL HP
causes an interruption to or a guidelines, Service Desk ServiceCenter
reduction in service. distinguishes between version
Typically, when the service desk service calls and implemented.
personnel cannot immediately incidents.
resolve a service desk interaction, In ITIL terminology, an
they use Incident Management to incident covers both a
create an incident ticket. Service Desk service call
The difference between an and a Service Desk
interaction and an incident is the incident, whereas Service
level of support required for the Desk distinguishes
resolution. between these two
This may be based upon the processes.
complexity of the issue, number of Incidents are based on
individuals involved, or amount of information about the
work required. status of a service or
Any number of interactions may configuration item, or
relate to one incident. both. They are created
The resolution of an incident with information coming
results in the resolution of any from specialists, network
related interactions. management tools or
system management
tools. Incidents transfer
information among
specialists.
Service calls are created
with questions, remarks
or requests coming from
customers. They support
feedback to the
customers.

HP OpenView Service HP Service

J, K, L HP ServiceCenter Desk Manager

lookup item find / Fill A button with a small Find/Fill

buttons triangle that points to implemented
other items.

HP OpenView Service HP Service

M, N, O HP ServiceCenter Desk Manager

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message Notifications A structured, readable Notifications

notification that is implemented.
generated as a result of
an event, the evaluation
of one or more events
relative to specified
conditions, or a change in
application, system,
network, or service
status.

A person who logs on to HP Account HP

operator ServiceCenter to work. ServiceCenter
This is a smaller group than the version
contacts who use the devices, implemented.
software, and services that HP
ServiceCenter supports.

owner Not used. Organization the owner Not used.

organization belongs to.

owner person Not used. Configuration item owner. Not used.

The owner holds financial
responsibilities for the
configuration item.

HP OpenView Service HP Service

P HP ServiceCenter Desk Manager

page An individual history record in a set history lines Pages

of common records. implemented.
For example, each time a change
is updated, a new page can be
written if this option is turned on for
the change phase.
The new page then becomes part
of the change's history.

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person See contact . A person item holds User and contact

See user . information necessary to implemented.
contact the person
represented by the item.
Contact information
includes e-mail
addresses, telephone
numbers or otherwise.
A person in Service Desk
is used in three ways:
- to make this person the
origin of a service call or
problem
- to make this person the
creator of an item
- to assign work to this
person

1. The ITIL term for the process of Contains aspects that are HP
Problem identifying and resolving Problems both reactive - attempting ServiceCenter
Management and Known Errors before they to reach the root cause of version
(PM) become incidents, and the process a service call or incident, implemented.
of resolving existing Problems. and proactive - identifying
2. The application used to control and solving incidents and
Problems and Errors. known errors before they
Note: Prior to version 6.1, Problem occur.
Management was called Root
Cause Analysis.

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problem The ITIL term for the unknown A service call, or an HP

underlying cause of one or more incident, that cannot be ServiceCenter
incidents. solved until it is Version
Use the Problem Management investigated further. implemented.
application to resolve Problems. The Service Desk
Note: Prior to version 6.1, definition of a problem is:
problems were called root causes. The unknown root cause
of one or more service
calls or incidents.
This is adapted from the
ITIL definition, and is
modified slightly to
include the Service Desk
distinction between
service calls and
incidents.
The definition implies that
the problem has arisen
from one or more service
calls and incidents. In
other words, an error has
occurred in the IT
infrastructure, which has
been reported by service
calls or incidents.

HP OpenView Service HP Service

Q HP ServiceCenter Desk Manager

Query-By- A search based on values you View Views

Example enter in the appropriate fields on a implemented.
(QBE) search form.
If the search returns multiple
records, you can select the record
you want to view or update from a
record list.

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quick find Find With the Quick Find Views and Find /
dialog box dialog box, you can find Fill implemented
an item from a list of
items relevant to your
current situation.
You can also use the
Quick Find dialog box to
search for codes, such as
folders, categories, and
brands.
You can use the View
field to select how you
would like to see the
results displayed.
The Quick Find dialog
allows sorting of columns
shown in lists.

HP OpenView Service HP Service

R HP ServiceCenter Desk Manager

rule Format Control A rule is the combination Format Control

of one or more actions implemented
and the set of conditions
that determine when the
action(s) will take place.
The rule may contain
multiple sets of conditions
that are logically ordered
together so that the first
condition set to evaluate
to TRUE allows the
action to take place.

run-time The binary, load library, or Not used. RTE

environment executable layers of HP implemented.
(RTE) ServiceCenter containing server
and client code.

HP OpenView Service HP Service

S HP ServiceCenter Desk Manager

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Service Call Not used. In @SD@, service calls Incident

Management originated from customers Management
and incidents referred to implemented.
information originating
from specialists, network
management tools, or
system management
tools.
IMPORTANT: In contrast
to the ITIL guidelines,
Service Desk
distinguished between
service calls and
incidents.
In ITIL terminology, an
incident covers both a
Service Desk service call
and a Service Desk
incident. Service Desk
distinguishes between
these two processes.

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service call Interaction In contrast to the ITIL Interactions

guidelines, Service Desk implemented.
distinguishes between
service calls and
incidents. In ITIL
terminology, an incident
covers both a Service
Desk service call and a
Service Desk incident,
whereas Service Desk
distinguishes between
these two processes.
Service calls are created
with information coming
from customers.
Incidents are created with
information coming from
specialists, network
management tools or
system management
tools.
Service calls support
feedback to the
customers. Incidents
transfer information
among specialists.
Service calls are based
on questions, remarks or
requests concerning
services. Incidents are
based on information
about the status of a
service or configuration
item.

Service A group responsible for resolving a Not Used. HP

Delivery Unit particular type of incident. ServiceCenter
(SDU) version
implemented.

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1. The ITIL term for the single point Always refers to @SD@. HP
Service Desk of contact within the IT ServiceCenter
(SD) organization for users of IT version
services. implemented.
2. The application used to
document and track Service Desk
interactions received by a service
desk, including creating new
incidents and associating those
incidents to existing problems.

1. The ITIL term for the process of The process of managing HP

Service Level defining, documenting and delivered IT services ServiceCenter
Management managing levels of IT support. between an IT service version
(SLM) 2. The application used to manage provider and its implemented.
levels of IT support. customers.
The set of management
functions that enables the
process of measuring,
reporting, and improving
the quality of service
being provided.

service today See inbox Service Today is a Service

comprehensive overview ManagerTo-do list
of the work that is implemented.
assigned to you.
Service Today shows all
service calls , incidents ,
work orders , problems
and changes that have
you as the responsible
person.

status The current state of a record or The position of the item in HP

device. its lifecycle. ServiceCenter
version
implemented.

system Pages System generated history Pages

generated lines are created by the
history lines system. For example,
when an item is changed
a history line could be
generated revealing when
the item was changed,
who applied the change,
and what the change was.

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HP OpenView Service HP Service

T HP ServiceCenter Desk Manager

table view Database Dictionary and In a table, the information ServiceDesk

Database Manager is shown in a grid of rows version
and columns. Each row implemented.
represents the information
of one item. The details of
an item are shown in each
column.
Use a table view for
overviews. In the table
view you can add fields to
add more detail to the
item or remove fields to
focus on specific
differences between the
items.
Table views are the basis
for explorer views.

Changes made to HP See customization and Tailoring

tailoring ServiceCenter by creating and advanced customization . implemented.
modifying control records using
system utilities.
Tailoring is the normal method of
adapting HP ServiceCenter to
each installation's requirements.
Tailoring involves no Rapid
Application Development (RAD)
programming or coding changes.

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template Not used. A predefined object that Templates

consists of default implemented.
settings for attributes , Authors can
associations, and other modify Knowlix's
characteristics that are predefined style
used for creating new sheets and form
instances of objects. templates.
Whenever you create a Knowlix's
new item, values are official.kss
copied from the template includes
to the new item. templates for
A template can be How do I and
completely empty, so no Problem/Solution.
values are copied. But a They can apply to
template may also multiple forms.
contain values for every
field in the item.
After the new item is
created, you can edit the
fields and enter further
values in the new item.

To-do list Inboxes Service today To-do overview

implemented.

toolbars Not used. Toolbars allow you to Not implemented.

organize the commands
in Service Desk.
- You can modify existing
toolbars, by adding or
removing menus or
buttons.
- You can create new
toolbars to include only
those buttons and menus
you need.
- You can hide or display
toolbars, and move the
toolbars to any position on
the screen.
This way you can create
a desktop that feels
comfortable and supports
common tasks.

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tree view Not used. In a tree, the information Not implemented.

is shown as a tree of
hierarchically related
items. Each node in the
tree view represents one
item.
Parent-child relations
between items are easily
shown in a table view.
Child items are shown as
subitems of parent items.
Tree views are used for
giving insight in
hierarchically related
items. For example, you
can show the
organizational structure of
all organizations involved
in using Service Desk.

HP OpenView Service HP Service

U, V HP ServiceCenter Desk Manager

user 1. A HP ServiceCenter operator. 1. A person who uses a HP

2. An end user or contact. software application, a ServiceCenter
computer or service. Version
2. The user of the implemented.
configuration item.

view type Not used. A categorization of the table views

presentation format for a implemented.
view. View types include
table, chart, graphical,
tree, and explorer.

view Inboxes A data presentation table views

usually in graphical or implemented.
tabular format.
Views allow users to
obtain information on the
objects (for example,
status) and may allow
interaction with the
objects.

HP OpenView Service HP Service

W, X, Y, Z HP ServiceCenter Desk Manager

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work order Task A tool that allows Tasks

helpdesk users to plan, implemented.
schedule and assign
tasks, and follow up on
the resulting activities.
Once a workgroup has
been assigned a service
call, a work order provides
the workgroup with the
planning details it needs
to resolve the call.
For example, the
workgroup will need
information on CIs
affected by the work, the
planned outage, the
allocated time and costs,
and other procedures
associated with resolving
the call.

workgroup Group or work group A collection of helpdesk Groups

users or specialists that implemented.
are collectively
responsible for performing
specific tasks.
For example, a group of
web specialists can form
a Web Administrator
workgroup; similarly you
could create a Database
Administrators
workgroup, or an
Escalations workgroup for
handling emergencies or
service calls with an
extremely high priority.

HP Service Manager (9.34) Page 25 of 27

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HP Service Manager (9.34) Page 26 of 27