Customer support is a range of services to assist customers in making cost effective and correct use of a product. It includes assistance in planning, installation, training, troubleshooting, maintenance, upgrading, and disposal of a product. Regarding technology products such as mobile phones, televisions, computers, software products or other electronic or mechanical goods, it is termed technical support.
Information technology service management (ITSM) are the activities performed by an organization to design, build, deliver, operate and control IT services offered to customers.
Business Activity Monitoring (BAM) refers to a category of software that aids the monitoring and tracking of business activities implemented within computer systems.
A software factory is a structured collection of related software assets that aids in producing computer software applications or software components according to specific, externally defined end-user requirements through an assembly process. A software factory applies manufacturing techniques and principles to software development to mimic the benefits of traditional manufacturing. Software factories are generally involved with outsourced software creation.
Operations, administration, and management or operations, administration, and maintenance are the processes, activities, tools, and standards involved with operating, administering, managing and maintaining any system. This commonly applies to telecommunication, computer networks, and computer hardware.
Operations architecture allows the ongoing support and management of IT services infrastructure of an enterprise. The IT infrastructure of an enterprise will typically comprise many different systems and platforms, often in different geographic locations. Operations architecture ensures that these systems perform as expected by centrally unifying the control of operational procedures and automating the execution of operational tasks. It also reports the performance of the IT infrastructure. The implementation of an operations architecture consists of a dedicated set of tools and processes which are designed to provide centralisation and automation.
Database administration is the function of managing and maintaining database management systems (DBMS) software. Mainstream DBMS software such as Oracle, IBM Db2 and Microsoft SQL Server need ongoing management. As such, corporations that use DBMS software often hire specialized information technology personnel called database administrators or DBAs.
Business process management (BPM) is the discipline in which people use various methods to discover, model, analyze, measure, improve, optimize, and automate business processes. Any combination of methods used to manage a company's business processes is BPM. Processes can be structured and repeatable or unstructured and variable. Though not required, enabling technologies are often used with BPM.
CMDBuild is an open source web enterprise environment to configure custom applications for asset management.
Dynamic Business Modeling ("DBM") describes the ability to automate business models within an open framework. The independent analyst firm Gartner has recently called Dynamic Business Modeling "critical for BSS solutions to succeed".
Release management is the process of managing, planning, scheduling and controlling a software build through different stages and environments; it includes testing and deploying software releases.
Continuous testing is the process of executing automated tests as part of the software delivery pipeline to obtain immediate feedback on the business risks associated with a software release candidate. Continuous testing was originally proposed as a way of reducing waiting time for feedback to developers by introducing development environment-triggered tests as well as more traditional developer/tester-triggered tests.
Collaborative workflow is the convergence of social software with service management (workflow) software. As the definition implies, collaborative workflow is derived from both workflow software and social software such as chat, instant messaging, and document collaboration.
Marketing automation refers to software platforms and technologies designed for marketing departments and organizations automate repetitive tasks and consolidate multi-channel interactions, tracking and web analytics, lead scoring, campaign management and reporting into one system. It often integrates with customer relationship management (CRM) and customer data platform (CDP) software.
Omnitracker is a proprietary business process platform developed by Omninet GmbH in Germany. Omnitracker is developed as modular software for medium and large companies. It is used to track, control and evaluate relevant business processes. The main area of application is the support of ITIL compliant processes, which manages requests, incidents/ errors, customer inquiries from the moment of creation to completion. Omnitracker received certifications of the Federal Association of IT-Mittelstand and Pink Elephant that covers nine processes.
Robotic process automation (RPA) is a form of business process automation that is based on software robots (bots) or artificial intelligence (AI) agents. RPA should not be confused with artificial intelligence as it is based on automotive technology following a predefined workflow. It is sometimes referred to as software robotics.
IT process automation (ITPA) is a series of processes which facilitate the orchestration and integration of tools, people and processes through automated workflows. ITPA software applications can be programmed to perform any repeatable pattern, task or business workflow that was once handled manually by humans.
Data center management is the collection of tasks performed by those responsible for managing ongoing operation of a data center. This includes Business service management and planning for the future.
Intelligent automation (IA), or alternately intelligent process automation, is a software term that refers to a combination of artificial intelligence (AI) and robotic process automation (RPA). Companies use intelligent automation to cut costs and streamline tasks by using artificial-intelligence-powered robotic software to mitigate repetitive tasks. As it accumulates data, the system learns in an effort to improve its efficiency. Intelligent automation applications consist of but are not limited to, pattern analysis, data assembly, and classification. The term is similar to hyperautomation, a concept identified by research group Gartner as being one of the top technology trends of 2020.
Security orchestration, automation and response (SOAR) is a group of cybersecurity technologies that allow organizations to respond to some incidents automatically. It collects inputs monitored by the security operations team such as alerts from the SIEM system, TIP, and other security technologies and helps define, prioritize, and drive standardized incident response activities.
