Term |
Definition |
| Academic Advisory Council (AAC) |
A group of Deans, EVC, and others involved in academic policy and planning |
| Advanced Configuration and Power Interface (ACPT) |
Power management and
sleep settings |
| Apple Desktop Bus (ADB) |
How Apple hardware
connects on older Macs |
| Alumni, Donors, and Friends System (ADFS) |
Database used by University Relations |
| Apple File Protocol (AFP) |
Protocol for accessing a
network drive |
| Andrew File System (AFS) |
|
| Academic Human Resources (AHR) |
|
| Academic Information Systems (AIS) |
|
| Applications and Project Management (APM) |
A unit within the ITS Division |
| Apple Remote Desktop (ARD) |
Remote repair software |
| Asynchronous Transfer Mode (ATM) |
How files are transferred
over network |
| Assignment |
An incident (or service request) is assigned to a technician but the owner will be a technician in the Support Center. |
| Basic In/Output System (BIOS) |
How your computer knows how to work |
| Blue Screen of Death (BSOD) |
We'll be right over |
| Banner |
Company that makes our FIS (Financial Information System) software |
| Business Continuity/Disaster Recovery (BC/DR) |
|
| University of California Business and Finance Bulletin - Information Systems Series (IS) |
|
| |
|
| Campus Solutions Advisory Committee (CSAC) |
IT Governance Committee |
| Change Advisory Board (CAB) |
|
| Client |
The person who uses IT services on a day-to-day basis. Other terms are "faculty", "student", "staff". |
| Client Group |
Customer groups are customers who share a common service level for one or more services. This generally maps to division with some exceptions. |
| Client Relationship Management (CRM) |
Unit is the ITS division |
| Client Type |
-There are three types: faculty, student, staff.
-Graduate students, researchers, post-docs, and visitors are considered part of the "faculty" group.
-Divisional Liaisons "own" the clients in their division. |
| Closure |
The last phase of a project life cycle – resources are released, contracts are closed, deliverables are accepted by the customer, lessons learned are documented, project team celebrates |
| Contingency Plan |
An alternative for action if things don’t go as planned or if an expected result fails to materialize |
| Complete Ticket |
Refers to the information necessary before an incident or service request is escalated out of the Support Center. The information required for a complete ticket changes depending on the service. Ideally, if a complete ticket is offered to the second-level service provider, they can begin work without the Support Center contacting the customer again to gather more information or perform more tests. |
| Cookie |
Website signature-locally stored |
| Core Technologies |
Unit in the ITS division |
| Corporation for Education Network Initiatives in California (CENIC) |
|
| Commercial Off The Shelf (software) (COTS) |
|
| CruzBuy |
Campus purchasing system |
| CruzID |
Your identifier to UCSC accounts |
| CruzMail |
Campus email system |
| CruzNet |
Campus wireless network |
| CruzNet Secure |
Campus secure wireless network |
| CruzPay |
Campus on-line payroll system |
| CruzTime |
Campus calendaring system |
| Customer Request to Solution Process |
(pronounced "crisp") |
| Customer Request to Solution Process |
(pronounced "crisp") |
| Customer |
The owner of the service; usually the Customer has responsibility for the cost of the service, either directly through charging or indirectly in terms of demonstrable business need. It is the Customer who will define the service requirements. |
| Divisional Liaison (DL) |
Manages divisional/ITS relationship |
| Distributed Link Library (DLL) |
Enables programs to
recognize each other in
Windows |
| Division Operation Center (ITS DOC) |
|
| Documentation Online Coordination System (DOCS) |
|
| Disaster Recovery (DR) |
Specific type of Business Continuity planning that is done for IT organizations |
| Deliverable |
A report or product that must be completed to ensure satisfaction of project requirements. |
| Dependencies |
A relation between project activities, such that one requires input from the other. The relationship can exist within a single project or across a suite of projects. |
| Duration |
The “calendar” time from the time a task is started to the time the task is completed, usually expressed in hours, days, weeks, etc.. This is not usually the same as the amount of labor (person-hours) needed to complete a task. |
| Escalation |
When an incident (or service request) cannot be resolved by the Support Center staff who received it, it will be escalated. |
| Faculty Instructional Technology Center (FITC) |
Located in Crown Library |
| FAMIS |
Software program used by Physical Plant to manage their work processes |
| File Transfer Protocol (FTP) |
|
| Financial Administrative Services and Transactions (FAST) |
|
| Financial Information System (FIS) |
SCT Banner |
| Fixed |
Action which is a permanent resolution of an incident, as opposed to a work-around. |
| FOAPAL - An acronym for: Fund Organization, Account, Program, Activity, Location |
Accounting term for coding expenses to the correct university account |
| Frequently Asked Questions (FAQ) |
ITS FAQs are located at: ITR FAQs |
| Global |
In reference to services, describes service level offered to everyone on campus. |
| Global Strategic Issues |
As identified by the Strategic Planning Workgroup, those issues, threats, or considerations that interfere or impact progress of ITS (and/or campus) as a whole. |
| Goals |
Project performance indicators set at the beginning of the project that reflect directly on the key objectives of the project and provide the basis for ratings during project status appraisals. |
| Governance |
The processes, decision rights, and accountability at various levels of the institution to manage ITS functions. |
| Graphical User Interface (GUI) |
Point and click |
| HFS + |
Apple File System - How the computer stores
files on the drive |
Health Insurance Portability and Accountability
Act (HIPAA) |
|
| Help Desk |
Used colloquially to refer to the Support Center. ITS Support Center is the preferred term to use. |
| Incident |
Any event which is not part of the standard operation of a service and which causes, or may cause, an interruption to, or a reduction in, the quality of that service. |
| Infrastructure Services |
A Service Group consisting of Wire and Wireless Network, Data Centers, Server Support, High Performance Computing and Telephone. |
| IT Request (ITR) |
Support Center ticketing system |
| Identity Management (IdM) |
|
| Internet Mail Access Protocol (IMAP) |
Email is stored on server - you can access it from
any computer |
| IS-2 |
Inventory, Classification, and Release of University Electronic Information |
| IS-3 |
Electronic Information Security |
| IS-10 |
Systems Development and Maintenance Standards |
| IS-12 |
Continuity Planning and Disaster Recovery |
| International Support Services (ISS) |
|
| IT Infrastructure Library (ITIL) |
|
| Information Technology Services (ITS) |
|
| IT Security Committee (ITSC) |
|
| IT Service Management (ITSM) |
|
| ITS Managers’ Group (ITSMG) |
|
| IT Transformation Program (ITTP) |
|
| IT Request Administrator |
ITS staff with IT Request configuration privileges. There are very few IT Request Administrators. Different technicians have different privileges depending on their duties and they, in effect, administer those parts of IT Request related to their duties. |
| LASSO - Large Administrative Support System Owners |
|
| Lightweight Directory Access Protocol (LDAP) |
Directory Service |
| Local IT Specialists (LITS) |
IT staff located in
departments |
| Listmaint |
Mail and group admin software |
| Learning Technologies |
An ITS Division unti consisting of Instructional Computing and Media Services. |
MAC
Address |
Hardware-based network address. How the internet identifies computers, printers, etc. Like a fingerprint |
| Monitors |
System status monitors that can be queried by Support Center staff when troubleshooting an incident. Current monitors include Big Sister, CruzNet Manager, and HPOV Nocol. |
| NFS |
File storage system. How the hard drive
divides itself into pieces. |
| Operating Level Agreement (OLA) |
|
| Outcomes |
Incidents and service requests can have three outcomes: a fix, a work-around, or a resolution of a problem. |
| PCMCIA |
PC expansion card type. How accessories can
connect to your computer. |
| Personal Identification Information (PII) |
|
| Portable Document Format (PDF) |
|
| Post Office Protocol (POP) |
Email is downloaded to and saved on your own
computer. |
| Priority |
Most tickets are assigned "normal" priority. If an incident or service request meets predefined criteria, it is assigned "high priority" and different service and operating level agreements are invoked. Support Center staff set the priority of tickets. |
| Problem |
Unknown underlying cause of one or more incidents. |
| Productivity Tools |
A Service Group consisting of Email, Calendaring, File Sharing and Alternative Communications (IM, Message Boards, etc.) |
| Program |
Group of related projects addressing a common business goal or initiative. |
| Program Management |
Means by which multiple projects are managed to achieve a common strategic business goal or objective. |
| Project |
A group of related work activities organized under the direction of a project manager which, when carried out, will achieve specified objectives within a stated timeframe. |
| Project Charter Document |
A document consisting of a problem/opportunity statement, background, purpose, and benefits, goals and objectives, scope, assumptions and constraints. |
| Project Life Cycle |
The complete history of a project through its define, plan, launch, manage, and close phases. |
| Project Management |
Application of modern management techniques to execute a project from start to finish, achieve predetermined objectives of scope, quality, time and cost, to the equal satisfaction of those involved. |
| Project Proposal |
A document consisting of a problem/opportunity statement, including background, purpose, and benefits, a goal, objectives, scope, assumptions and constraints. A Project Proposal clearly documents project definition in order to bring a project team into necessary agreement. |
| Random Access Memory (RAM) |
|
| Recharge |
When one unit charges another unit for expenses |
| Recovery Point Objective (RPO) |
Point-in-time at which the data will be restored to the database (in other words, RPO of one-hour-before-failure means that the data will be restored as it existed one hour prior to the failure; all changes in data from that point on will be lost. |
| Recovery Time Objective (RTO) |
Maximum length of time that an application should be allowed to be out of service. |
| Referral |
An incident (or service request) is referred to outside the Support Center. The new service provider owns the ticket. |
| Remote Access |
Ability of clients to access UCSC network remotely e.g. VPN |
| Remote Desktop Protocol (RDP) |
|
| Remote Management |
Use of tools to remotely manage client desktop patching e.g. LANDesk, BigFix |
| Remote Support |
The use of remote tools to interface directly with clients for support e.g. TeamViewer, Apple Remote Desktop, LANDesk |
| ResNet - Residential Network |
The computer networking people who help resident students with computer
issues |
| Resolution |
Action which will resolve an incident. This may be a workaround. |
| Secure Shell (SSH) |
Talk to Unix |
| SSH tuned |
Secure Shell Tunnel |
| |
|
| Small Computer Systems Interface (SCSI) |
How accessories connect to older computers |
| Senior Management Team (SMT) |
VC and Directors of ITS |
| Simple Mail Transfer Protocol (SMTP) |
How your computer sends email to other computers |
| SMTP Auth |
Authenticating outgoing mail |
| Service |
One or more IT systems which enable a business process |
| Service Catalog |
Written statement of IT services, default levels, and options |
| Service Group |
A family of services offered by ITS, aggregated into a group for planning purposes (e.g., "Infrastructure Services," which consist of Wired and Wireless Network, Data Centers, Server Support, High Performance Computing, and Telephone) |
| Service Level Agreement (SLA) |
|
| Service Request |
Every request not being a failure in the IT Infrastructure. If a request is about a failure, then it is called an incident. |
| Strategic Planning Workgroup |
Complete group of representatives that participates in planning retreats, major plan review, and other high-level strategic plan issues and events. Consists of: ITC members, SMT members, ITS Divisional Liaisons, ITC Subcommittee Chairs, and PMG support staff |
| Support Center |
The single point of contact within an IT organization for users of IT services. |
| Support Services |
A Service Group consisting of Accounts, Help Desk, Desktop Support, and Software |
