Acronym or Term

Meaning

Analog

Original telephone technology still used in most homes and small offices.

Assignment Group

Representatives (reps) from assignment groups such as Wireless, Special Projects, CCU, OIR, ND or EM fulfill various stages of an order.

CCU

Customer Care Unit – a CCU representative is the person to contact with questions about your orders.

Centrex Building

This is a building that has not been converted to the Avaya PBX.

EM

Equipment Management reps stage the equipment.

ESS View

Employee Self Service, the campus customer view of Telecom Catalog. Campus customers have one view of Telecom Catalog, IST-Staff another. See IST-Staff.

"First-time Right" Provisioning

Correctly providing voice services and products to campus customers the first time.

Form

Forms are used in the Telecom Catalog to order voice services such as a desktop telephone or cellular phone.

IST-Staff View

IST staff have a separate view of Telecom Catalog that includes views into provisioning tasks. Campus customers have the ESS view. See ESS.

KB

Knowledge Base.

Knowledge Base

A collection of knowledge articles grouped into topic areas in the knowledge portal and a search engine.

Left-hand Menu

Menu on the left side of the Home, Service Catalog or Knowledge pages. Also called the navigation bar.

List

A collection of records like items, requests, or approvals that can be sorted, filtered, or searched.

ND

Network Development reps install cables.

OIR

Operations, Installation and Repair reps install phones and lines. If you are ordering a phone or line, the OIR tech will schedule an appointment with you.

One-time Chart-string

A billing charge used for equipment purchases or installations.

PBX Building

Private Branch eXchange. A PBX building that has been converted from an AT&T Centrex exchange to the Avaya PBX.

Record

A complete set of information like an order, an item, or an approval. Records are composed of fields, like Name, Building, etc. Each field contains one piece of information such as the name of the person or building.

Request (REQ)

A work order in the previous Shopping Cart system.

Requested Item (RITM)

An ordered item in the previous Shopping Cart system.

Roles

There are three types of roles that allow various levels of access, Create, Read and Write.

SaaS

Software as a Service means the software is accessed using a web browser and data goes back and forth over the Internet and is stored by the company that makes the SaaS base product. In the case of Telecom Catalog, ServiceNow makes the base product. 

Service Catalog

Telecom Catalog is a service catalog.

ServiceNow

Third party vendor of Software as a Service (SaaS) software for ordering service requests from IT service desks. UCB's IST Telecom Catalog is modified from ServiceNow's Request module that is based on ITIL "best practices" for IT service desks.

Special Projects

An order of more than 30 items of the same type. A special project requires different handling.

Stages

An order is processed through the system in stages. Also known as the "state" of the order.

Telecom Catalog

Cal's implementation of ServiceNow's Request module for ordering voice services.