[Crawl-Date: 2026-04-17] [Source: DataJelly Visibility Layer] [URL: https://griffinitgroup.com/it-glossary] --- title: IT Glossary | Griffin IT Group description: Plain-language IT glossary for business owners. Learn common technology terms explained simply. url: https://griffinitgroup.com/it-glossary canonical: https://griffinitgroup.com/it-glossary og_title: IT Glossary | Griffin IT Group og_description: Plain-language IT glossary for business owners. Learn common technology terms explained simply. og_image: https://griffinitgroup.com/griffin-logo-og.png twitter_card: summary_large_image twitter_image: https://griffinitgroup.com/griffin-logo-og.png --- # IT Glossary | Griffin IT Group > Plain-language IT glossary for business owners. Learn common technology terms explained simply. --- Educational Resource ## IT Glossary Demystifying technology terms for business owners. Clear, concise definitions to help you understand IT concepts and make informed decisions. Browse Terms[Ask an Expert](https://griffinitgroup.com/contact) AllABCDEFGHIJKLMNOPQRSTUVWXYZ Showing 125 of 125 terms [Security Beginner ## 2FA (Two-Factor Authentication) A security process that requires users to provide two different authentication factors to verify their identity. This typically combines something you know (password) with something you have (phone) or something you are (fingerprint).](https://griffinitgroup.com/it-glossary/2fa) [Infrastructure Intermediate ## Active Directory A directory service developed by Microsoft for Windows domain networks. It authenticates and authorizes all users and computers, assigning and enforcing security policies, and installing or updating software across an organization.](https://griffinitgroup.com/it-glossary/active-directory) [Governance Intermediate ## AML (Anti-Money Laundering) Regulations and procedures that financial institutions must follow to detect, prevent, and report money laundering and terrorist financing activities.](https://griffinitgroup.com/it-glossary/aml) [Governance Intermediate ## Annual Review Cycle A structured process where wealth firms revalidate each client's KYC profile, investment objectives, risk tolerance, and portfolio suitability at defined intervals.](https://griffinitgroup.com/it-glossary/annual-review-cycle) [Development Intermediate ## API (Application Programming Interface) A set of protocols and tools that allows different software applications to communicate with each other. APIs define how software components should interact, enabling integration between systems.](https://griffinitgroup.com/it-glossary/api) [Governance Advanced ## Architecture Governance The practice of establishing and enforcing policies, standards, and review processes that ensure technology decisions comply with the organization's enterprise architecture. Architecture governance prevents unauthorized deviations and ensures consistency across projects and departments.](https://griffinitgroup.com/it-glossary/architecture-governance) [Infrastructure Intermediate ## Asset Discovery The automated process of scanning networks and environments to identify all connected hardware, software, and virtual assets. Asset discovery tools detect devices and applications that may not be in the official asset register, including shadow IT and unauthorized installations.](https://griffinitgroup.com/it-glossary/asset-discovery) [Business Intermediate ## Asset Lifecycle Management The end-to-end management of IT assets from planning and procurement through deployment, operation, maintenance, and eventual retirement or disposal. Asset lifecycle management optimizes costs, performance, and compliance at each stage.](https://griffinitgroup.com/it-glossary/asset-lifecycle-management) [Business Beginner ## AUM (Assets Under Management) The total market value of investments that a firm or advisor manages on behalf of clients, used as the basis for fee calculation and performance reporting.](https://griffinitgroup.com/it-glossary/aum) [Business Intermediate ## Availability Target A specific, measurable goal for the percentage of time an IT service should be operational and accessible to users. Availability targets are typically expressed as percentages (e.g., 99.9%) and define the maximum acceptable downtime within a given period.](https://griffinitgroup.com/it-glossary/availability-target) [Infrastructure Beginner ## Backup A copy of data stored separately from the original, used to restore information in case of data loss, corruption, or disaster. Regular backups are essential for business continuity.](https://griffinitgroup.com/it-glossary/backup) [Infrastructure Beginner ## Bandwidth The maximum rate of data transfer across a network path, typically measured in bits per second (bps). Higher bandwidth allows faster data transmission and better performance for applications.](https://griffinitgroup.com/it-glossary/bandwidth) [Business Intermediate ## Change Advisory Board (CAB) A group of people who evaluate, prioritize, and authorize changes to the IT environment. The CAB typically includes IT staff, business stakeholders, and subject matter experts who assess the risk, impact, and readiness of proposed changes.](https://griffinitgroup.com/it-glossary/cab) [Business Intermediate ## Change Enablement The ITSM practice of controlling and managing changes to the IT environment in a structured way, minimizing risk and disruption while enabling the organization to adapt and innovate safely.](https://griffinitgroup.com/it-glossary/change-enablement) [Business Beginner ## Change Freeze A designated period during which no non-essential changes may be made to IT systems. Change freezes are commonly imposed during critical business periods — such as quarter-end, holiday seasons, or major events — to minimize the risk of service disruptions.](https://griffinitgroup.com/it-glossary/change-freeze) [Business Intermediate ## Change Request (RFC) A formal proposal for a change to any component of an IT infrastructure or any aspect of an IT service. An RFC documents the change description, justification, risk assessment, implementation plan, and rollback procedure for review and approval.](https://griffinitgroup.com/it-glossary/rfc) [Infrastructure Advanced ## Chaos Testing A reliability practice that intentionally introduces controlled failures into production or pre-production systems to test resilience, uncover hidden weaknesses, and validate that recovery mechanisms work as expected.](https://griffinitgroup.com/it-glossary/chaos-testing) [Governance Intermediate ## CIRO (Canadian Investment Regulatory Organization) Canada's national self-regulatory organization overseeing investment dealers, mutual fund dealers, and trading activity on Canadian debt and equity marketplaces.](https://griffinitgroup.com/it-glossary/ciro) [Infrastructure Beginner ## Cloud Computing The delivery of computing services—including servers, storage, databases, networking, and software—over the internet ("the cloud"). This offers faster innovation, flexible resources, and economies of scale.](https://griffinitgroup.com/it-glossary/cloud-computing) [Infrastructure Advanced ## CMDB (Configuration Management Database) A centralized repository that stores information about all significant IT assets and their relationships, providing a single source of truth for the configuration items that underpin IT service delivery.](https://griffinitgroup.com/it-glossary/cmdb) [Governance Advanced ## COBIT Control Objectives for Information and Related Technologies — a governance framework developed by ISACA for IT management and governance. COBIT provides a comprehensive model for evaluating IT processes, managing risk, and aligning IT with business objectives.](https://griffinitgroup.com/it-glossary/cobit) [Infrastructure Intermediate ## Configuration Baseline A snapshot of the configuration of a service, product, or infrastructure at a specific point in time. Configuration baselines serve as a reference point for future changes, audits, and rollbacks — documenting the known-good state of a system.](https://griffinitgroup.com/it-glossary/configuration-baseline) [Infrastructure Intermediate ## Configuration Drift The gradual, often unintentional divergence of a system's actual configuration from its documented or intended state. Configuration drift occurs through manual changes, ad-hoc patches, or undocumented modifications that accumulate over time.](https://griffinitgroup.com/it-glossary/configuration-drift) [Infrastructure Intermediate ## Configuration Item (CI) Any component that needs to be managed in order to deliver an IT service. CIs include hardware (servers, routers), software (applications, operating systems), documentation, and even services themselves. Each CI is tracked in the CMDB with its attributes and relationships.](https://griffinitgroup.com/it-glossary/configuration-item) [Infrastructure Advanced ## Configuration Management System (CMS) A set of tools, data, and information used to support configuration management. The CMS includes the CMDB but also incorporates additional tools for discovery, verification, and reporting — providing a broader view of configuration data than the CMDB alone.](https://griffinitgroup.com/it-glossary/cms) [Hardware Beginner ## CPU (Central Processing Unit) The primary component of a computer that performs most of the processing. Often called the "brain" of the computer, it executes instructions and processes data for applications.](https://griffinitgroup.com/it-glossary/cpu) [Governance Intermediate ## CRM2 (Client Relationship Model Phase 2) Canadian securities regulations requiring investment firms to provide clients with clear, detailed reporting on fees, charges, and investment performance.](https://griffinitgroup.com/it-glossary/crm2) [Infrastructure Advanced ## Custodian Integration The process of connecting a wealth firm's internal systems with external custodians to sync positions, balances, transactions, and pricing data automatically.](https://griffinitgroup.com/it-glossary/custodian-integration) [Security Intermediate ## Cybersecurity Tabletop Exercises Cybersecurity tabletop exercises play a key role in the security posture of your business. Let's walk through our process of how we do it.](https://griffinitgroup.com/it-glossary/cybersecurity-tabletop-exercises) [Infrastructure Advanced ## Dependency Mapping The process of identifying and documenting the relationships and dependencies between IT components, applications, and services. Dependency maps reveal which systems rely on which other systems, enabling better change impact analysis and incident prioritization.](https://griffinitgroup.com/it-glossary/dependency-mapping) [Security Intermediate ## DLP (Data Loss Prevention) A strategy and set of tools to prevent sensitive data from being lost, misused, or accessed by unauthorized users. DLP software detects potential data breaches and prevents them by monitoring, detecting, and blocking sensitive data.](https://griffinitgroup.com/it-glossary/dlp) [Infrastructure Intermediate ## DNS (Domain Name System) The internet's phone book that translates human-readable domain names (like griffinitgroup.com) into IP addresses that computers use to identify each other on the network.](https://griffinitgroup.com/it-glossary/dns) [Infrastructure Advanced ## Domain Controller A server that responds to security authentication requests within a Windows domain. It manages user accounts, validates user credentials, and enforces security policies across the network.](https://griffinitgroup.com/it-glossary/domain-controller) [Security Intermediate ## EDR (Endpoint Detection and Response) A cybersecurity solution that continuously monitors and responds to potential threats on endpoints like computers and servers. EDR tools detect, investigate, and respond to suspicious activities in real-time.](https://griffinitgroup.com/it-glossary/edr) [Business Intermediate ## Emergency Change A change that must be implemented as soon as possible — typically to resolve a major incident or security vulnerability. Emergency changes follow an expedited approval process but still require documentation and post-implementation review.](https://griffinitgroup.com/it-glossary/emergency-change) [Security Intermediate ## Encryption The process of converting data into a coded format that can only be read by someone with the correct decryption key. Encryption protects sensitive information from unauthorized access.](https://griffinitgroup.com/it-glossary/encryption) [Governance Advanced ## Enterprise Architecture A strategic discipline that defines the structure and operation of an organization's IT environment — including business processes, information flows, application landscape, and technology infrastructure. Enterprise architecture ensures all components work together to support business objectives.](https://griffinitgroup.com/it-glossary/enterprise-architecture) [Applications Intermediate ## ERP (Enterprise Resource Planning) Business management software that integrates all facets of an operation including planning, purchasing, inventory, sales, marketing, finance, and human resources into a single system.](https://griffinitgroup.com/it-glossary/erp) [Business Advanced ## Error Budget The maximum amount of unreliability a service can tolerate within a given period, calculated as the inverse of the service's availability target. For example, a 99.9% SLO gives an error budget of 0.1% — roughly 43 minutes of downtime per month.](https://griffinitgroup.com/it-glossary/error-budget) [Business Intermediate ## Executive Reporting The practice of summarizing IT performance, risks, and strategic initiatives in a format designed for senior leadership. Executive reports translate technical metrics into business impact, focusing on trends, costs, risks, and recommendations rather than granular operational data.](https://griffinitgroup.com/it-glossary/executive-reporting) [Business Beginner ## Field Services (IT) Onsite IT support activities that require a technician to be physically present at a client's location. Field services include hardware deployment, structured cabling installation, network buildouts, equipment decommissioning, office moves, and hands-on troubleshooting of issues that cannot be resolved remotely.](https://griffinitgroup.com/it-glossary/field-services) [Security Beginner ## Firewall A network security device that monitors and filters incoming and outgoing network traffic based on security rules. Firewalls establish a barrier between trusted internal networks and untrusted external networks.](https://griffinitgroup.com/it-glossary/firewall) [Governance Intermediate ## Governance Framework A structured model that defines the principles, policies, structures, and processes for governing an organization's IT resources. Common governance frameworks include COBIT, ITIL, ISO 27001, and NIST — each providing different perspectives on IT management and control.](https://griffinitgroup.com/it-glossary/governance-framework) [Business Intermediate ## Hardware Asset Management (HAM) The practice of tracking and managing physical IT assets — servers, workstations, laptops, network equipment, and peripherals — throughout their lifecycle from procurement through deployment, maintenance, and disposal.](https://griffinitgroup.com/it-glossary/ham) [Security Intermediate ## Hardware Decommissioning The secure, documented process of retiring IT equipment from active service — including data sanitization or destruction, asset tag removal, environmental disposal compliance, and chain-of-custody documentation. Hardware decommissioning ensures sensitive data is irrecoverable and disposal meets regulatory requirements.](https://griffinitgroup.com/it-glossary/hardware-decommissioning) [Business Beginner ## Help Desk A centralized resource designed to provide technical support to users. IT help desks handle troubleshooting, user questions, and service requests to maintain productivity and resolve issues quickly.](https://griffinitgroup.com/it-glossary/helpdesk) [Infrastructure Intermediate ## IaaS (Infrastructure as a Service) A cloud computing model that provides virtualized computing resources over the internet. Instead of buying hardware, you rent IT infrastructure—servers, virtual machines, storage, and networks—on a pay-as-you-go basis.](https://griffinitgroup.com/it-glossary/iaas) [Business Intermediate ## Incident Management The ITSM practice of restoring normal service operation as quickly as possible after an unplanned interruption or reduction in quality, minimizing the impact on business operations.](https://griffinitgroup.com/it-glossary/incident-management) [Business Intermediate ## Investment Mandate A formal agreement defining a client's investment objectives, risk tolerance, restrictions, and the authority granted to an advisor or portfolio manager.](https://griffinitgroup.com/it-glossary/investment-mandate) [Infrastructure Beginner ## IP Address A unique numerical label assigned to each device connected to a computer network. IP addresses allow devices to locate and communicate with each other on the internet or local networks.](https://griffinitgroup.com/it-glossary/ip-address) [Security Intermediate ## ISO 27001 An international standard for information security management systems (ISMS). ISO 27001 specifies requirements for establishing, implementing, maintaining, and continually improving an organization's approach to managing information security risks.](https://griffinitgroup.com/it-glossary/iso-27001) [Business Intermediate ## IT Asset Management The ITSM practice of tracking, managing, and optimizing IT assets throughout their lifecycle — from procurement and deployment to maintenance and retirement — to maximize value and ensure compliance.](https://griffinitgroup.com/it-glossary/asset-management) [Governance Intermediate ## IT Compliance The practice of ensuring that IT systems, processes, and data handling meet the requirements of applicable laws, regulations, industry standards, and internal policies. IT compliance spans data privacy (PIPEDA, GDPR), security standards (SOC 2, ISO 27001), and industry-specific regulations.](https://griffinitgroup.com/it-glossary/it-compliance) [Business Beginner ## IT Dashboard A visual display of the most important IT metrics and KPIs, consolidated into a single view for quick assessment of IT health and performance. IT dashboards typically show real-time data on system availability, incident volumes, SLA compliance, and security alerts.](https://griffinitgroup.com/it-glossary/it-dashboard) [Governance Intermediate ## IT Governance The framework of policies, structures, and processes that ensure IT investments support business objectives, manage risk appropriately, and deliver measurable value. IT governance defines who makes technology decisions, how those decisions are made, and how outcomes are measured.](https://griffinitgroup.com/it-glossary/it-governance) [Governance Intermediate ## IT Risk Management The process of identifying, assessing, and mitigating risks associated with information technology. IT risk management evaluates threats to confidentiality, integrity, and availability of IT systems and data, then implements controls proportionate to the risk level.](https://griffinitgroup.com/it-glossary/it-risk-management) [Business Beginner ## IT Self-Service The ability for users to independently resolve IT issues, request services, and access information without requiring direct assistance from IT staff. IT self-service encompasses self-service portals, knowledge bases, automated workflows, and chatbot assistance.](https://griffinitgroup.com/it-glossary/it-self-service) [Business Intermediate ## IT Service Management (ITSM) A set of policies, processes, and procedures for managing the end-to-end delivery of IT services to customers. ITSM focuses on aligning IT services with business needs through structured practices like incident, problem, change, and service request management.](https://griffinitgroup.com/it-glossary/itsm) [Governance Advanced ## IT Strategic Alignment The practice of ensuring that IT strategy, investments, and priorities are directly connected to and supportive of the organization's overall business strategy. Strategic alignment ensures that technology decisions are driven by business needs rather than technical preferences.](https://griffinitgroup.com/it-glossary/it-strategic-alignment) [Business Intermediate ## ITIL The most widely adopted framework for IT Service Management, providing a comprehensive set of best practices for delivering IT services effectively. ITIL v4 organizes guidance around the Service Value System, emphasizing value co-creation, continual improvement, and holistic thinking.](https://griffinitgroup.com/it-glossary/itil) [Business Beginner ## Key Performance Indicator (KPI) A measurable value that demonstrates how effectively an organization is achieving key business objectives. In IT, KPIs include metrics like mean time to resolve incidents, system uptime percentage, first-call resolution rate, and user satisfaction scores.](https://griffinitgroup.com/it-glossary/kpi) [Business Beginner ## Knowledge Article A structured document within a knowledge base that captures information about a specific topic, procedure, or solution. Knowledge articles typically follow templates with defined sections for symptoms, root cause, resolution steps, and related items.](https://griffinitgroup.com/it-glossary/knowledge-article) [Business Beginner ## Knowledge Base A centralized repository of information, articles, FAQs, and documentation that enables users and IT staff to find answers to common questions and resolve issues independently. Knowledge bases support both self-service for end users and faster resolution for support teams.](https://griffinitgroup.com/it-glossary/knowledge-base) [Business Intermediate ## Knowledge Lifecycle The stages through which knowledge progresses within an organization — from creation and capture through validation, publication, utilization, and eventual archival or retirement. Managing the knowledge lifecycle ensures information remains accurate, relevant, and accessible.](https://griffinitgroup.com/it-glossary/knowledge-lifecycle) [Business Intermediate ## Knowledge Management The ITSM practice of capturing, organizing, and sharing information and expertise across an organization to accelerate problem resolution, improve self-service, and reduce repeated effort.](https://griffinitgroup.com/it-glossary/knowledge-management) [Business Advanced ## Knowledge-Centered Service (KCS) A methodology that integrates knowledge creation and maintenance into the daily workflow of solving problems. KCS treats knowledge as a byproduct of support interactions — capturing solutions as they are created rather than as a separate documentation project.](https://griffinitgroup.com/it-glossary/kcs) [Business Intermediate ## Known Error A problem that has a documented root cause and a workaround. Known errors are recorded in a Known Error Database (KEDB) so that when incidents recur, the service desk can apply the workaround immediately rather than investigating from scratch.](https://griffinitgroup.com/it-glossary/known-error) [Business Intermediate ## Known Error Database (KEDB) A database containing records of all known errors — problems with documented root causes and workarounds. The KEDB enables faster incident resolution by providing service desk agents with immediate access to proven solutions for recurring issues.](https://griffinitgroup.com/it-glossary/kedb) [Governance Intermediate ## KYC (Know Your Client) A regulatory process requiring financial firms to verify client identity, suitability, and risk profile before opening accounts or providing investment advice.](https://griffinitgroup.com/it-glossary/kyc) [Business Intermediate ## License Compliance The practice of ensuring that all software used within an organization is properly licensed according to the vendor's terms and conditions. License compliance involves tracking installations, matching them to purchased entitlements, and maintaining documentation for audit readiness.](https://griffinitgroup.com/it-glossary/license-compliance) [Business Intermediate ## Major Incident An incident with significant business impact that requires an urgent, coordinated response beyond normal incident management procedures. Major incidents typically involve senior management notification, dedicated war rooms, and formal post-incident reviews.](https://griffinitgroup.com/it-glossary/major-incident) [Security Beginner ## Malware Malicious software designed to harm, exploit, or otherwise compromise computer systems. Types include viruses, worms, trojans, ransomware, and spyware, each with different attack methods.](https://griffinitgroup.com/it-glossary/malware) [Security Intermediate ## MDR (Managed Detection and Response) A cybersecurity service that combines technology with human expertise to detect threats, analyze them, and respond accordingly. MDR provides 24/7 monitoring and threat hunting by security experts.](https://griffinitgroup.com/it-glossary/mdr) [Security Beginner ## MFA (Multi-Factor Authentication) An authentication method requiring users to provide two or more verification factors to access a resource. MFA combines something you know, something you have, and/or something you are.](https://griffinitgroup.com/it-glossary/mfa) [Infrastructure Intermediate ## Monitoring & Alerting The practice of continuously observing IT infrastructure, applications, and services to detect anomalies, performance degradation, or outages — and automatically notifying the right teams when thresholds are breached.](https://griffinitgroup.com/it-glossary/monitoring-alerting) [Business Beginner ## MSP (Managed Service Provider) A company that remotely manages a customer's IT infrastructure and end-user systems. MSPs provide ongoing support, maintenance, and security services, typically on a subscription basis.](https://griffinitgroup.com/it-glossary/msp) [Infrastructure Beginner ## Network A group of interconnected computers and devices that can share resources and communicate with each other. Networks can be local (LAN), wide-area (WAN), or global (the internet).](https://griffinitgroup.com/it-glossary/network) [Security Intermediate ## Network Segmentation The practice of dividing a computer network into smaller, isolated subnetworks (segments or VLANs) to improve security, performance, and manageability. Each segment enforces its own access policies, limiting lateral movement if one segment is compromised.](https://griffinitgroup.com/it-glossary/network-segmentation) [Security Intermediate ## NGFW (Next-Generation Firewall) An advanced firewall that goes beyond traditional port and protocol inspection to include application-level inspection, intrusion prevention, and intelligence from outside the firewall.](https://griffinitgroup.com/it-glossary/ngfw) [Security Intermediate ## NIST Cybersecurity Framework A voluntary framework developed by the National Institute of Standards and Technology that provides a structured approach to managing cybersecurity risk. The framework organizes security activities into five functions: Identify, Protect, Detect, Respond, and Recover.](https://griffinitgroup.com/it-glossary/nist) [Business Intermediate ## Operational Level Agreement (OLA) An internal agreement between IT teams or departments that defines the responsibilities and service levels each group must maintain to support overall SLA commitments to the business. OLAs break down external SLAs into internal team-level obligations.](https://griffinitgroup.com/it-glossary/ola) [Business Beginner ## Operational Metrics Quantitative measurements that track the day-to-day performance of IT operations. Operational metrics include ticket volumes, average resolution times, server utilization, network throughput, backup success rates, and patch compliance percentages.](https://griffinitgroup.com/it-glossary/operational-metrics) [Security Intermediate ## Patch Management The process of acquiring, testing, and installing software updates (patches) to keep systems secure and up-to-date. Effective patch management helps protect against known vulnerabilities.](https://griffinitgroup.com/it-glossary/patch-management) [Infrastructure Advanced ## Performance Engineering A proactive discipline focused on designing, testing, and tuning systems to meet specific performance requirements — including response time, throughput, and resource utilization — throughout the software development lifecycle.](https://griffinitgroup.com/it-glossary/performance-engineering) [Security Beginner ## Phishing A cyberattack that uses disguised emails or messages to trick recipients into revealing sensitive information, clicking malicious links, or downloading malware. Phishing is one of the most common attack methods.](https://griffinitgroup.com/it-glossary/phishing) [Business Advanced ## Portfolio Drift The gradual deviation of a portfolio's actual asset allocation from its target allocation due to market movements, cash flows, or trading activity.](https://griffinitgroup.com/it-glossary/portfolio-drift) [Business Intermediate ## Problem Management The ITSM practice of identifying, analyzing, and eliminating the root causes of incidents to prevent recurrence and reduce the overall impact of issues on IT services.](https://griffinitgroup.com/it-glossary/problem-management) [Hardware Beginner ## RAM (Random Access Memory) A computer's short-term memory that temporarily stores data being actively used. More RAM allows computers to run more programs simultaneously and handle larger files efficiently.](https://griffinitgroup.com/it-glossary/ram) [Security Beginner ## Ransomware A type of malware that encrypts a victim's files and demands payment (ransom) to restore access. Ransomware attacks can cripple businesses by making critical data inaccessible.](https://griffinitgroup.com/it-glossary/ransomware) [Business Intermediate ## Release Management The ITSM practice of planning, scheduling, and controlling the movement of software releases and updates through test and live environments, ensuring deployments are safe and predictable.](https://griffinitgroup.com/it-glossary/release-management) [Business Intermediate ## Reliability Metrics Quantitative measurements used to assess how consistently and dependably IT services perform over time. Common reliability metrics include Mean Time Between Failures (MTBF), Mean Time to Repair (MTTR), availability percentage, error rate, and incident frequency.](https://griffinitgroup.com/it-glossary/reliability-metrics) [Business Intermediate ## Root Cause Analysis A systematic investigation process used after incidents or failures to identify the fundamental underlying cause rather than just addressing symptoms, preventing recurrence through targeted corrective actions.](https://griffinitgroup.com/it-glossary/root-cause-analysis) [Business Intermediate ## RTO/RPO Recovery Time Objective (RTO) is the maximum acceptable time to restore operations after a disaster. Recovery Point Objective (RPO) is the maximum acceptable data loss measured in time.](https://griffinitgroup.com/it-glossary/rto-rpo) [Applications Beginner ## SaaS (Software as a Service) A software distribution model where applications are hosted in the cloud and accessed via the internet. Users subscribe rather than purchase software, receiving updates automatically.](https://griffinitgroup.com/it-glossary/saas) [Business Beginner ## Self-Service Portal A web-based interface that allows users to access IT services, submit requests, report issues, browse knowledge articles, and track ticket status without directly contacting the service desk. Self-service portals empower users while reducing service desk call volume.](https://griffinitgroup.com/it-glossary/self-service-portal) [Hardware Beginner ## Server A computer or program that provides services to other computers (clients) on a network. Servers can host websites, store files, run applications, manage email, and perform many other functions.](https://griffinitgroup.com/it-glossary/server) [Business Intermediate ## Service Availability The ability of an IT service to perform its agreed function when required. Service availability is measured as the percentage of agreed service time that the service is actually operational, typically expressed as uptime percentage over a defined period.](https://griffinitgroup.com/it-glossary/service-availability) [Business Intermediate ## Service Catalog A structured, user-facing list of all live IT services available to an organization, including descriptions, service levels, costs, and how to request each service. The service catalog serves as the "menu" of what IT offers to the business.](https://griffinitgroup.com/it-glossary/service-catalog) [Business Beginner ## Service Desk The single point of contact between an IT service provider and its users. Unlike a help desk focused solely on break-fix, a service desk handles incidents, service requests, knowledge sharing, and acts as a communication hub for all IT-related matters.](https://griffinitgroup.com/it-glossary/service-desk) [Infrastructure Advanced ## Service Mapping The process of identifying and visually documenting all IT components (applications, servers, databases, networks) that support a business service, along with the dependencies between them. Service maps show how infrastructure components connect to deliver user-facing services.](https://griffinitgroup.com/it-glossary/service-mapping) [Business Advanced ## Service Maturity Model A framework for assessing the current capability and maturity of IT service management practices on a defined scale — typically from ad hoc/reactive (Level 1) to optimized/continually improving (Level 5). Maturity models identify gaps and provide a roadmap for improvement.](https://griffinitgroup.com/it-glossary/service-maturity-model) [Business Intermediate ## Service Owner The individual accountable for the delivery and performance of a specific IT service. The service owner serves as the primary stakeholder for the service, managing its lifecycle, representing it in CAB meetings, and ensuring it meets agreed service levels.](https://griffinitgroup.com/it-glossary/service-owner) [Business Advanced ## Service Portfolio The complete set of services managed by an organization, including services in development (pipeline), live services (catalog), and retired services. The service portfolio provides a strategic view of all IT investments across the service lifecycle.](https://griffinitgroup.com/it-glossary/service-portfolio) [Business Beginner ## Service Request A formal request from a user for something to be provided — such as access to a service, a software installation, a password reset, or information. Service requests follow pre-defined, pre-approved workflows distinct from incident management.](https://griffinitgroup.com/it-glossary/service-request) [Security Advanced ## SIEM (Security Information and Event Management) A security solution that collects and analyzes security data from across an organization's IT infrastructure. SIEM helps detect threats, investigate incidents, and meet compliance requirements.](https://griffinitgroup.com/it-glossary/siem) [Infrastructure Advanced ## Site Reliability Engineering (SRE) A discipline that applies software engineering principles to IT operations, focusing on creating scalable and highly reliable systems through automation, monitoring, and defined error budgets.](https://griffinitgroup.com/it-glossary/site-reliability-engineering) [Business Beginner ## SLA (Service Level Agreement) A contract between a service provider and customer that defines the level of service expected. SLAs specify metrics like uptime, response times, and support availability.](https://griffinitgroup.com/it-glossary/sla) [Business Intermediate ## SLA Management The ITSM practice of defining, negotiating, monitoring, and reporting on service level agreements to ensure IT services consistently meet agreed-upon performance targets and business expectations.](https://griffinitgroup.com/it-glossary/sla-management) [Business Advanced ## SLIs / SLOs / SLAs Service Level Indicators (SLIs) are quantitative measures of service performance; Service Level Objectives (SLOs) are target values for those indicators; Service Level Agreements (SLAs) are formal contracts guaranteeing those objectives to customers.](https://griffinitgroup.com/it-glossary/sli-slo-sla) [Business Intermediate ## Software Asset Management (SAM) The practice of managing and optimizing the purchase, deployment, maintenance, utilization, and disposal of software applications within an organization. SAM ensures compliance with licensing agreements and eliminates waste from unused or duplicate software.](https://griffinitgroup.com/it-glossary/sam) [Hardware Beginner ## SSD (Solid State Drive) A storage device that uses flash memory to store data, with no moving parts. SSDs are faster, more durable, and more energy-efficient than traditional hard disk drives (HDDs).](https://griffinitgroup.com/it-glossary/ssd) [Security Intermediate ## SSL/TLS Secure Sockets Layer (SSL) and Transport Layer Security (TLS) are cryptographic protocols that provide secure communications over networks. They encrypt data transmitted between web servers and browsers.](https://griffinitgroup.com/it-glossary/ssl-tls) [Business Beginner ## Standard Change A pre-authorized, low-risk, routine change that follows an established procedure. Standard changes — such as password resets, software updates, or adding new user accounts — do not require individual CAB approval because their risk and process are well understood.](https://griffinitgroup.com/it-glossary/standard-change) [Infrastructure Intermediate ## Structured Cabling A standardized approach to designing and installing a building's cabling infrastructure using a hierarchical architecture of patch panels, horizontal runs, backbone cabling, and termination points. Structured cabling follows standards like TIA-568 to ensure consistent, reliable network connectivity.](https://griffinitgroup.com/it-glossary/structured-cabling) [Governance Intermediate ## Suitability Assessment A regulatory requirement to evaluate whether an investment recommendation aligns with a client's financial situation, objectives, risk tolerance, and time horizon.](https://griffinitgroup.com/it-glossary/suitability-assessment) [Governance Intermediate ## Technology Governance The broader discipline of governing all technology decisions and investments across an organization — encompassing IT governance but also extending to operational technology (OT), digital transformation initiatives, data governance, and emerging technology adoption.](https://griffinitgroup.com/it-glossary/technology-governance) [Governance Intermediate ## Technology Roadmap A strategic planning document that outlines the planned technology initiatives, investments, and milestones over a defined period (typically 1-3 years). Technology roadmaps align IT projects with business goals and communicate the planned evolution of IT capabilities.](https://griffinitgroup.com/it-glossary/technology-roadmap) [Governance Intermediate ## Technology Standards Documented specifications and guidelines that define the approved technologies, configurations, and practices an organization uses. Technology standards cover hardware specifications, software platforms, security configurations, coding practices, and architecture patterns.](https://griffinitgroup.com/it-glossary/technology-standards) [Governance Advanced ## TOGAF The Open Group Architecture Framework — a widely-used methodology for enterprise architecture that provides a systematic approach to designing, planning, implementing, and governing enterprise IT architecture. TOGAF's Architecture Development Method (ADM) guides organizations through iterative architecture cycles.](https://griffinitgroup.com/it-glossary/togaf) [Business Advanced ## Underpinning Contract (UC) A contract between an IT service provider and an external third-party supplier that defines the terms and conditions under which the supplier will support the service provider's SLA commitments. UCs ensure that external dependencies are formally governed.](https://griffinitgroup.com/it-glossary/underpinning-contract) [Hardware Beginner ## UPS (Uninterruptible Power Supply) A device that provides emergency battery backup power when the main electrical supply fails or fluctuates. A UPS protects connected equipment from power surges, brownouts, and outages — allowing systems to continue operating or shut down gracefully without data loss or hardware damage.](https://griffinitgroup.com/it-glossary/ups) [Infrastructure Intermediate ## Virtualization Technology that creates virtual versions of computer hardware, operating systems, storage devices, or networks. Virtualization allows multiple virtual systems to run on a single physical machine.](https://griffinitgroup.com/it-glossary/virtualization) [Security Beginner ## VPN (Virtual Private Network) A service that creates a secure, encrypted connection over the internet between your device and a network. VPNs protect your online privacy and allow secure remote access to company resources.](https://griffinitgroup.com/it-glossary/vpn) [Infrastructure Intermediate ## WiFi Site Survey A physical assessment of a building or campus to evaluate wireless signal coverage, identify dead zones, measure interference sources, and determine optimal access point placement. Site surveys use specialized tools to map signal strength, channel utilization, and client density across the environment.](https://griffinitgroup.com/it-glossary/wifi-site-survey) [Security Advanced ## Zero Trust A security framework that requires all users, inside or outside the organization, to be authenticated and authorized before accessing applications and data. The principle: "never trust, always verify."](https://griffinitgroup.com/it-glossary/zero-trust) ## Need Help Understanding Your Technology? Our team speaks plain English. Let us explain your IT environment and help you make informed decisions about your technology. [Schedule a Consultation](https://griffinitgroup.com/contact) [Call (289) 667-4000](tel:+12896674000) ## Discovery & Navigation > Semantic links for AI agent traversal. * [Home](https://griffinitgroup.com/) * [About](https://griffinitgroup.com/about) * [Services](https://griffinitgroup.com/services) * [Blog](https://griffinitgroup.com/blog) * [Contact](https://griffinitgroup.com/contact) * [(289) 667-4000](tel:+12896674000) * [info@griffinitgroup.com](mailto:info@griffinitgroup.com) * [IT Glossary](https://griffinitgroup.com/it-glossary) * [Site Map](https://griffinitgroup.com/sitemap) * [Cybersecurity](https://griffinitgroup.com/small-business-cybersecurity) * [Managed IT Services](https://griffinitgroup.com/managed-it-services-niagara) * [Field Services](https://griffinitgroup.com/field-it-services-niagara) * [Network Infrastructure](https://griffinitgroup.com/network-infrastructure-niagara) * [Niagara Community Support](https://griffinitgroup.com/niagara-community-support) * [Thorold](https://griffinitgroup.com/thorold-it-support) * [Managed IT](https://griffinitgroup.com/managed-it-services-thorold) * [St. Catharines](https://griffinitgroup.com/st-catharines-it-support) * [Managed IT](https://griffinitgroup.com/managed-it-services-st-catharines) * [Welland](https://griffinitgroup.com/welland-it-support) * [Managed IT](https://griffinitgroup.com/managed-it-services-welland) * [Niagara Falls](https://griffinitgroup.com/niagara-falls-it-support) * [Managed IT](https://griffinitgroup.com/managed-it-services-niagara-falls) * [Fort Erie](https://griffinitgroup.com/fort-erie-it-support) * [Managed IT](https://griffinitgroup.com/managed-it-services-fort-erie) * [Grimsby](https://griffinitgroup.com/grimsby-it-support) * [Managed IT](https://griffinitgroup.com/managed-it-services-grimsby) * [NOTL](https://griffinitgroup.com/niagara-on-the-lake-it-support) * [Managed IT](https://griffinitgroup.com/managed-it-services-niagara-on-the-lake) * [Ajax](https://griffinitgroup.com/ajax-it-support) * [Managed IT](https://griffinitgroup.com/managed-it-services-ajax) * [Burlington](https://griffinitgroup.com/burlington-it-support) * [Managed IT](https://griffinitgroup.com/managed-it-services-burlington) * [Hamilton](https://griffinitgroup.com/hamilton-it-support) * [Managed IT](https://griffinitgroup.com/managed-it-services-hamilton) * [Oakville](https://griffinitgroup.com/oakville-it-support) * [Managed IT](https://griffinitgroup.com/managed-it-services-oakville) * [Explore Our Full CapabilitiesIT Service Catalogue — 220+ Services Across 39 Domains](https://griffinitgroup.com/it-service-catalogue)