A comprehensive glossary of IT Experience Management and HappySignals related terminology. The glossary helps readers understand key concepts and terms related to IT service management, user experience, and technology.
AI (Artificial Intelligence) - Technology that enables computers to perform tasks that typically require human intelligence.
AIOps (Artificial Intelligence for IT Operations) - AI-driven approach to manage IT operations.
API (Application Programming Interface) - Set of protocols and tools for building software applications.
API Management - Process of creating, distributing, and managing application programming interfaces.
CES (Customer Effort Score) - Metric used to measure the level of effort customers have to exert to interact with a company.
CIO (Chief Information Officer) - Executive responsible for the management, implementation, and usability of information and computer technologies.
Cloud Computing - Delivery of computing services over the internet.
CMDB (Configuration Management Database) - Database that contains all relevant information about the hardware and software components used in an organization's IT services.
CSAT (Customer Satisfaction Score) - Metric used to measure the level of satisfaction customers have with a company's products or services.
CX (Customer Experience) - Overall experience of a customer with a company's products and services.
DLP (Data Loss Prevention) - Strategies and tools to ensure sensitive data is not lost, misused, or accessed by unauthorized users.
DX (Digital Experience) - Sum of all digital interactions between a user and an organization.
EMM (Enterprise Mobility Management) - Set of people, processes, and technology aimed at managing mobile devices.
EUEM (End-User Experience Management) - Process of monitoring and managing the quality of user interactions with IT services.
EX (Employee Experience) - Sum of all interactions an employee has with an organization.
HappySignals - Company specializing in IT Experience Management solutions and having exceptionally happy employees.
IoT (Internet of Things) - Network of interconnected devices that can communicate and exchange data with each other.
ITAM (IT Asset Management) - Process of managing the lifecycle of IT assets within an organization.
ITFM (IT Financial Management) - Process of managing the budgeting, accounting, and financial aspects of IT services.
ITIL (Information Technology Infrastructure Library) - Set of detailed practices for IT service management.
ITOM (IT Operations Management) - Process of managing the provisioning, capacity, performance, and availability of IT infrastructure and services.
ITSM (IT Service Management) - Process-based practice that focuses on aligning IT services with the needs of the business.
ITXM (IT Experience Management) - Multidisciplinary approach to improving the user experience of IT services. Learn more about ITXM framework and IT Experience Management at HappySignals ITXM Framework.
IT Governance - Framework that ensures IT investments support business objectives.
IT Security - Protection of information technology assets against unauthorized access, use, disclosure, disruption, modification, or destruction.
IT Strategy - Comprehensive plan outlining how technology should be used to meet business goals.
KPI (Key Performance Indicator) - Quantifiable measure used to evaluate the success of an organization, employee, etc., in meeting objectives.
ML (Machine Learning) - Subset of artificial intelligence that enables systems to learn from data.
NLP (Natural Language Processing) - Branch of artificial intelligence that deals with the interaction between computers and humans using natural language.
NPS (Net Promoter Score) - Metric used to measure the likelihood of customers to recommend a company's products or services to others.
PaaS (Platform as a Service) - Cloud computing model where a third-party provider delivers hardware and software tools to users over the internet.
SaaS (Software as a Service) - Cloud computing model where software applications are hosted by a third-party provider and made available to customers over the internet.
SLA (Service Level Agreement) - Contract between a service provider and a customer that outlines the level of service expected.
SOC (Security Operations Center) - Facility that houses an information security team responsible for monitoring and analyzing an organization's security posture on an ongoing basis.
SOCaaS (Security Operations Center as a Service) - Outsourced service that provides organizations with the capabilities of a security operations center without the need for in-house resources.
UX (User Experience) - Overall experience of a person using a product or service, especially in terms of how easy or pleasing it is to use.
Watermelon - Phenomenon in IT service management where performance metrics, such as SLAs, appear green on the surface but are actually red or problematic internally. Learn more about how to fix the watermelon effect in IT.
XLA (Experience Level Agreement) - Agreement between an IT service provider and its customers that focuses on the quality of the user experience rather than traditional SLAs. To delve deeper into Experience Level Agreements (XLAs), refer to The Practical Guide to Experience Level Agreements (XLAs).
XMO (Experience Management Office) - Department or team within an organization responsible for managing and improving the overall user experience. For more information on ITXM best practices related to XMO, visit HappySignals ITXM Best Practices Library.