Glossary Customer Service Problem Management

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Learn about the terms and concepts that are unique to Customer Service Problem Management.

    C

    Glossary terms are grouped alphabetically.

    configuration item (CI)

    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

    Glossary terms are grouped alphabetically.

    Diagnostic task

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

    M

    Glossary terms are grouped alphabetically.

    N

    Glossary terms are grouped alphabetically.

    Northbound API

    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.

    R

    Glossary terms are grouped alphabetically.

    Resolution task

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

    S

    Glossary terms are grouped alphabetically.

    Service problem case

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

    T

    Glossary terms are grouped alphabetically.

    Test group

    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.

    Test definition

    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.