---
sourceDocument: Brazil Telecommunications, Media, and Technology
sourceDocumentLink: https://www.servicenow.com/docs/r/telecom-media-technology

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Telecommunications, Media, and Technology

ft:clusterId :

    - telmt

bundleId :

    - telmt

workflow :

    - Customer and Industry


---

# Glossary Customer Service Problem Management

# Glossary Customer Service Problem Management {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Learn about the terms and concepts that are unique to Customer Service Problem Management.

## C {#ariaid-title2}

Glossary terms are grouped alphabetically.

### configuration item (CI) {#ariaid-title3}

A physical entity, such as a computer or router; a logical entity, such as an instance of a database; or a conceptual entity, such as a requisition service. CIs can be managed and tracked through Configuration Management and stored in the Configuration Management database (CMDB).

## D {#ariaid-title4}

Glossary terms are grouped alphabetically.

### Diagnostic task {#ariaid-title5}

A task assigned to an agent to run diagnostic tests on services to identify the root cause of a problem.

## M {#ariaid-title6}

Glossary terms are grouped alphabetically.

### Measure consequence {#ariaid-title7}

An action or response triggered when a threshold rule is violated, such as sending a warning or creating a repair task. To learn more, see [Define measure consequences for the threshold rules](https://www.servicenow.com/docs/WJlx6jNvQ7t3eZX95YybtQ "Set actions or responses to trigger when the test measure results fall outside the predefined acceptable limits.").

## N {#ariaid-title8}

Glossary terms are grouped alphabetically.

### Northbound API {#ariaid-title9}

APIs used during the design phase to create and manage test definitions, characteristics, and measures within Customer Service Problem Management. To learn more, see [Customer Service Problem Management data model](https://www.servicenow.com/docs/Oe5jU7tXh_oP8XGqWGgtJg "Customer Service Problem Management (CSPM) provides a framework that enables you to follow a structured approach to handle and resolve customer-reported issues. The framework ensures a seamless and satisfactory customer experience.").

## R {#ariaid-title10}

Glossary terms are grouped alphabetically.

### Resolution task {#ariaid-title11}

A task for an agent to repair and resolve issues based on failed test results.

## S {#ariaid-title12}

Glossary terms are grouped alphabetically.

### Service problem case {#ariaid-title13}

A record representing a customer-reported issue or a network fault, tracked through its lifecycle from verification to closure.

### Southbound API {#ariaid-title14}

APIs responsible for executing tests on external systems (e.g., routers or network devices) as part of the diagnostic process. To learn more, see [Customer Service Problem Management data model](https://www.servicenow.com/docs/Oe5jU7tXh_oP8XGqWGgtJg "Customer Service Problem Management (CSPM) provides a framework that enables you to follow a structured approach to handle and resolve customer-reported issues. The framework ensures a seamless and satisfactory customer experience.").

## T {#ariaid-title15}

Glossary terms are grouped alphabetically.

### Test group {#ariaid-title16}

A collection of related tests (manual or automated) used to diagnose service problems for a specific service type, product model, or inventory. To learn more, see [Setting up a test group](https://www.servicenow.com/docs/7NGlU8gJ8LPe5W4OQoWp4Q "Use test groups to define manual or automated testing strategies, apply shared characteristics across test definitions, and limit scope using conditions tied to product inventory records.").

### Test definition {#ariaid-title17}

A configuration that specifies the parameters and metrics for a particular test, including what is measured and how.To learn more, see [Setting up test definitions](https://www.servicenow.com/docs/ldgIJkiGiOSbH10RIWgU5g "Define test definition to specify the parameters, metrics, and threshold rules for a service test in the Service Test Management application.").

### Test measure definition {#ariaid-title18}

A unique metric or parameter to be measured during a test, such as speed, connectivity, or packet loss. To learn more, see [Define test measure definitions for a service test](https://www.servicenow.com/docs/RO6uUXF1vhmyTHxa~IRfhg "Define the values that a test captures, such as the metric, the unit, and how often the value is captured.").

### Threshold rule {#ariaid-title19}

A rule that sets acceptable performance or quality limits for a service. If test results exceed or fall below these thresholds, actions are triggered. To learn more, see [Define threshold rules for a test measure definition](https://www.servicenow.com/docs/plCrB_o8XYed2qYpQ4EDtw "Set the limits for a test measure definition that a captured value is checked against. When a value breaks a limit, the system records a threshold rule violation.").