Glossar

T-Begriffe sind oft komplex, vielschichtig und nicht immer selbsterklärend.

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Unser IT-Glossar schafft Klarheit

Wir erklären zentrale Begriffe aus den Bereichen Enterprise Service Management (ESM), Wissensmanagement, IT-Finanzmanagement (ITFM) sowie IT-Infrastruktur – von Security über Data bis Endpoint Management. Verständlich, kompakt und praxisnah – für IT-Entscheider, Service Manager und IT-Teams, die einen schnellen und verlässlichen Überblick suchen.
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

A

Availability Management
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C

Change Management (Änderungsmanagement)
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Configuration Management Database (CMDB)
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Change Advisory Board (CAB)
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Continual Service Improvement (CSI)
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E

Enterprise Service Management (ESM)
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Eskalationsmanagement
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F

First-Level-Support (1st Level Support)
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First Contact Resolution (FCR)
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H

Helpdesk
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I

IT-Service-Management (ITSM)
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ITIL (Information Technology Infrastructure Library)
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Incident Management (Störungsmanagement)
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IT-Asset-Management (ITAM)
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K

Key Performance Indicator (KPI)
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M

Mean Time to Resolution (MTTR)
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P

Problem Management (Problemmanagement)
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R

Release Management (Releasemanagement)
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S

Service Desk
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Service Request Management
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Servicekatalog (Service Catalog)
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Service Level Agreement (SLA)
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Service Level Management (SLM)
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Second-Level-Support (2nd Level Support)
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Self-Service-Portal
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Service Owner
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T

Ticketing-System (Ticketsystem)
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W

Wissensmanagement (Knowledge Management)
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Wissensdatenbank (Knowledge Base)
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Workaround (Umgehungslösung)
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