{"revision":"c10276e953456835cdbb1f3a60d58ae1980be353","document":{"id":32778,"path":"it-service-management/glossary-landing-itsm.md","title":"Simplified IT Service Management glossary","bundle":null,"doc_type":null,"release":"australia","body":"\n# Simplified IT Service Management glossary\n\nLearn about the terms and concepts in Simplified IT Service Management.\n\n**Parent Topic:**[Simplified IT Service Management reference](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/ai-native-it-service-desk-reference.md)\n\n## A\n\nGlossary terms are grouped alphabetically.\n\n### AI-native IT Service Desk\n\nAn AI-native solution that provides simplified, automated implementation for administrators and a unified experience for employees and fulfillers across multiple ITSM applications.\n\n### AI summary and next steps\n\nA section on the incident form in AI-native IT Service Desk that presents an AI-generated summary of the issue, key actions taken, resolution, and proposed next steps.\n\n### Assess state\n\nA state in the Simplified Change Management Normal change model that confirms a change has proper documentation and is ready for authorization. Approvers are configured separately for Low, Moderate, and High risk.\n\n### Authorize state\n\nThe business approval gate in Simplified Change Management change models, which verifies that a change is approved to proceed to implementation.\n\n## B\n\nGlossary terms are grouped alphabetically.\n\n### blackout schedule\n\nA schedule in Simplified Change Management that blocks changes during critical periods, such as financial year-end or major platform releases.\n\n## C\n\nGlossary terms are grouped alphabetically.\n\n### Change Registration change model\n\nA change model in Simplified Change Management that records changes implemented outside the standard workflow, such as vendor-managed changes or platform upgrades. It has no approval workflow.\n\n### Configuration Console\n\nThe page in Simplified IT Service Management where all required setup is consolidated into a step-by-step guided experience, so administrators can track configuration progress in one place.\n\n### Configure with AI\n\nA conversational flow in Simplified IT Service Management that administrators can use instead of the form-based wizard to complete a configuration. It's accessible from the banner at the top of a configuration page.\n\n## E\n\nGlossary terms are grouped alphabetically.\n\n### Emergency change model\n\nA change model in Simplified Change Management that provides a fast-track workflow for urgent changes requiring expedited authorization. It restricts who can submit these changes and notifies stakeholders when one is created.\n\n## I\n\nGlossary terms are grouped alphabetically.\n\n### implementation group\n\nA group assigned in Simplified Change Management team roles whose members receive change write access, allowing them to create change requests, be assigned as implementers, and complete review tasks.\n\n## M\n\nGlossary terms are grouped alphabetically.\n\n### maintenance window\n\nA schedule in Simplified Change Management that designates periods when changes are actively expected, such as recurring patching cycles. Changes are allowed only during this time.\n\n## N\n\nGlossary terms are grouped alphabetically.\n\n### Normal change model\n\nA change model in Simplified Change Management that provides a CAB-governed workflow for planned changes requiring risk assessment, approvals, and post-implementation review.\n\n## R\n\nGlossary terms are grouped alphabetically.\n\n### risk assessment question\n\nA survey question presented to the change requester in Simplified Change Management. Each response carries a score, and the cumulative score determines the risk level of the change.\n\n## S\n\nGlossary terms are grouped alphabetically.\n\n### score threshold\n\nA score boundary in Simplified Change Management that maps a cumulative risk assessment score to a risk level of Low, Moderate, or High.\n\n### Service Desk Team Dashboard\n\nA dashboard in AI-native IT Service Desk that service desk managers use to view key performance metrics, including incident and requested item backlog and team MTTR.\n\n### Simplified Change Management\n\nA version of Change Management that offers the core functionality of the full Change Management application with opinionated defaults and guided setup. It's purpose-built for organizations that need a fast, low-friction path to change governance.\n\n### Standard change model\n\nA change model in Simplified Change Management for pre-approved, low-risk, repeatable changes. Requesters create these changes by selecting a template rather than using the change type picker, and the changes bypass the full approval workflow.\n\n## T\n\nGlossary terms are grouped alphabetically.\n\n### team roles\n\nThe configuration area in Simplified Change Management that defines who can approve, build, or review a change by mapping individuals and groups to their roles in the change process.\n\n"}}