Asset Management

Add and maintain financial information and processes (procurement for example) to the data collected during the Inventory.

CASE:

Software environment for developing applications, containing an editor, a debugger, a compiler and execution window. The time required for developing an application may be divided by 3 compared to classic tools.

Change Management

Identify, note and follow all changes affecting any equipment in IT environment of a company.

CRM: Customer Relationship Management

Tools, processes and workflows used for call centers. The users are external to the company. These processes differ from the Help Desk.

ENIB: Ecole Nationale d'Ingénieurs de Brest

This school trains engineers in electronics, mechanics and computing. The last year  contains a 6 months period in a company. (Access the ENIB site).

Help Desk:

All call management processes and workflows.

HP Openview:

Software familly edited by Hewlett Packard. (Access HPOpenview site )

Inventory Management

Making the inventory of all equipments in the IT environment of a company.

ITIL: Information Technology Infrastructure Library

IT Methodology: Access ITIL site

ITSM: Information Technology Service Management

ITSM correspond to the tools and methods used for managing the services provide by the IT to its internal end users. ITIL is a methodology that describes the best practices used by many companies and entreprises all over the world. The main categories are:

Help Desk,  Asset Management, Change Management, SLAs,.

 

NT: Windows NT, Windows 2000, Windows XP

Operating system edited by Microsoft dedicated to professional applications. It comes in 2 versions: NT Worksations for end users and NT servers containg applications, databases, etc. They are accessed by many end users.

On site assistance:

Team of technicians who go on end users' site on the Help Desk request for installations, repairs, information, etc...

Remote Control

Tools and processes used to take control of a distant workstation through the network. Remote Control is used for support, training; remote installation, etc..

REMEDY: Editor of ARSystem (Action Request System)

Remedy Corporation has been acquired by Peregrine Systems in September 2001. The ARSystem software and the ITSM suite (Remedy System Management) are still sold and maintained. Remedy was the first Service Desk vendor worldwide. ARSystem is a development tools for applications based on workflow. It is very easy and efficient. Applications are developed very quickly and exactly to fit your needs. Applications traditionnaly developed with ARS are ITSM and CRM applications but any workflow can be addressed.

Service Desk:

New name for the Help Desk application that goes beyond taking calls. Service Desk included asset, problem and change management.

SAP-R/3:

ERP (Entreprise Resource Planning). This application handles all the processes in an entreprise (production, finance, stock, human resources, etc...)

SI: System Integrators

Companies that propose global solutions to their customers.

 SLA: Service Level Agreement

Contractual document defining the services and processes delivered by the IT and its end users (the customers!).

SWOT:

Strength, Weaknessess, Opportunities, Threats: The company products are rated against the competition in these 4 areas..

UNIX:

Operating System for professional computers.

VAR: Value Added Reseller

Companies proposing services along with selling products (installations, implementations, trinings, support, etc...)