ITSM Glossary of Terms

Learn the definitions and uses of key industry terms including IT service management (ITSM), standard operating procedures (SOP), risk management and more.

Posts about IT Operations:

IT KPIs

Jun 23, 2022 8:57:26 AM

What are IT KPIs? 

KPIs are key performance indicators, the metrics that businesses use to measure their performance and success. There are many KPIs out there, and the importance varies based on industry and even companies. IT KPIs are the thresholds specific to IT teams and departments, and can include anything from resolution time and total vs. open tickets to IT return on investment (ROI) and cyber security rating, to name just a few.  

IT Operations (ITOps)

May 26, 2022 8:23:34 AM

What is IT Operations? 

IT operations (ITOps) is the general terms for processes, procedures, and services managed by an organization’s IT department. This includes tech management, incident management, facilities management, quality assurance, and more, all to support internal and external clients. IT operations management (ITOM) deals with ITOps administrative and infrastructural processes and support.