Skip to content

Glossary

An exhaustive list of terms associated with Freshservice, ITIL, and ITSM

A G M V Z
A
Account Admin
An account admin is an agent role that lets the agent have complete access to everything within the service desk, including billing and account management.
Ask Freddy
Ask Freddy lets users ask for metrics in plain english so Freddy can fetch them in the form of reports, tables, etc. Freddy will process your questions by applying the right criteria and give you the results in no time.
Agent
An agent is someone who can view, assign and respond to tickets.
G
Global Access
Agents with Global Access can view all tickets within the IT service desk.
Global
Agents with Global Access can view all tickets within the IT service desk.
M
Maintenance Contract
A legal contract that states the terms and conditions of routine maintenance service between the vendor and end-user.
Minor Change
Minor changes are non-trivial changes that have low impact and low risk. While they do not occur frequently (e.g. website changes), they undergo every stage of the change lifecycle, including CAB approvals.
MSP
A managed service provider (MSP) is a company that provides multiple IT services such as web hosting, business applications, and network and security management either through their own data center or that of a third-party cloud partner.
Major Change
Major change is a high risk and high impact change that could potentially interrupt production and live environments if not planned properly. Examples of major change include migration from one datacenter to another; replacing an existing enterprise solution(ERP).
V
Vendor
A vendor is an organization that provides IT assets (or other products/services) to your company.
Z
Zebra
Animal