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Key Terms for IT Services
Familiarize yourself with the core terminology used in Agentforce IT Service.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service. |
| term | definition |
|---|---|
| Incident | A disruption that involves many employees. Incidents are best used to resolve customer issues that require teams to collaborate. |
| Major Incident | A high-impact, critical disruption to an IT service that affects a significant number of users or business operations, requiring immediate and coordinated action to restore service as quickly as possible. |
| Risk Assessment | The process of identifying, analyzing, and evaluating potential risks associated with IT services, changes, or operations. It aims to understand the likelihood and impact of these risks to inform mitigation strategies and decision-making. |
| Problem | The underlying cause of one or more incidents. A problem is used to identify and manage these root causes to prevent future incidents from occurring. |
| RCA (Root Cause Analysis) | The process of identifying the underlying cause of a problem. |
| Change Request | A formal request to make a change to IT services or infrastructure. |
| Release Request | A formal request to deploy a new or changed component into the live IT environment. It coordinates the process of planning, building, testing, and deploying approved changes, new features, or updates to minimize disruption and ensure successful implementation. |
| Service Request | A formal request from an employee for a predefined IT service, such as access to a system, a software installation, or new hardware. Unlike an incident, a service request is a planned and expected part of IT service delivery. |
| term | definition |
|---|---|
| Swarming | A collaborative approach where a diverse team of experts rapidly assembles to diagnose and resolve a critical problem. |
| Service Catalog | A list of IT services that employees can request, such as new equipment, software installations, and support. |
| SLA (Service Level Agreement) | An agreement between an IT service provider and a customer that defines service levels, performance targets, and responsibilities. |
| Knowledge Article | A documented piece of information that provides solutions, instructions, or guidance related to IT services, products, or common issues. Knowledge articles are designed to help users and IT staff resolve problems efficiently and promote self-service. |
See key terms related to CMDB Service Graph, go to Key Terms in Configuration Management Database.
See key terms related to Discovery, go to Key Terms in Discovery.
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