| Term | Description |
|---|---|
| 1st Level | 1st level support is the first and central point of contact for individuals experiencing IT system incidents. Only when this party finds no solution to the incident is the case passed to 2nd level support. At each level, greater expertise and expert skill are present, and more time and other resources are available. |
| 2nd Level | 2nd level support solves complicated and rare incidents that require further investigation. Incidents that cannot be resolved will be forwarded as a problem to 3rd level support. |
| 3rd Level | 3rd level support solves complex problems which cannot be solved by 2nd level. If problems cannot be solved, alternative solutions will be suggested. |
| Active Directory | Active Directory, AD for short, is a central directory service from Microsoft that was first introduced with Windows 2000. The Microsoft Active Directory is the central information source of a network. The directory service bundles all information about users, passwords, access shares and restrictions, and objects connected to the network. |
| Best Effort | Support based on the greatest possible efforts. Incidents, problems and service requests are processed as quickly as possible. However, response times and resolution times cannot be guaranteed. |
| BOT | Benutzungsordnung für Telematik (work rules for telematics) at ETH |
| Commodity IT | Standard IT components of the ITS. They form the basis for operations and research, but are not specific to mechanical and process engineering and the research thereof. The aim is to ensure the highest possible standardisation in order to keep costs low. Examples: IT workstation, printing, email, network. |
| Compliance | In corporate management, (IT) compliance describes the observance of legal, internal and contractual regulations in the area of the IT landscape. |
| Domain | A domain is a local security area with central management of resources. It represents an administrative border. |
| Domain Controller | The domain controller is a server for centralised authentication and authorisation of computers and users within a computer network. |
| FTE | Full time equivalent |
| Group Policy | Group Policy is a feature of the Microsoft Windows that controls the working environment of user accounts and computer accounts. Group Policy provides centralized management and configuration of operating systems, applications, and users' settings in an Active Directory environment. |
| Incidents | An unplanned interruption to an IT service or a reduction in the quality of an IT service |
| ISG | IT Services Group |
| ISL | Head of IT Support / Head of ITS S4D D-MAVT |
| ISO | Information Security Officer |
| ITEK | IT Expert Commission at ETH |
| ITS (ID) | Information and technology services at ETH |
| ITS S4D D-MAVT | Services for the Department of Mechanical and Process Engineering, part of the ITS Services for Departments division |
| Lifecycle | The various phases during the life of an IT service, PC workstation system, hardware or software. The lifecycle defines the status categories and the permitted state transitions. |
| Mobile Device | Mobile devices such as smartphones, sub-notebooks, PDAs (personal digital assistants) or tablet computers |
| NAS | Network-attached storage; providing shared drives |
| Problem | The cause of one or more incidents. At the time of the creation of a problem ticket, the cause is usually unknown. The problem management process is responsible for further investigations. |
| Requests (Service Request) | A formal request from a user for something they wish to be provided – for example, a request for information or advice, a password reset or installing a workstation for a new user. |
| SLA | Service level agreement |
| SPOC | Single Point of Contact: A person or a department serving as the coordinator or focal point of information concerning an activity or program. |
| Strategic IT Assets | Specific IT components for research which have been adapted to the D-MAVT requirements and research. Examples: Laboratory systems, scientific data collection, laboratory information management systems, application programming for bioinformatics and other special applications |
| UCC | Unified communications and collaboration (UCC) is the collection of technology and software that combines enterprise communication with real-time, asynchronous cooperation capabilities. UCC takes the various methods used in individual unified communications (UC) and collaboration solutions and makes them available through a single interface to improve connectivity and productivity. Components of UCC could include email, voicemail, calendars, scheduling tools, video conferencing, instant messaging (IM), desktop sharing and VoIP. |
| VPZ | Virtual private network zone |
