IT Services Glossary

Learn all of the most important IT Services terms and jargon here.

Augmentation Model

A service model where additional resources are brought in to supplement the internal team's capabilities.

Business Process Outsourcing (BPO)

Delegating specific business functions, such as customer service or accounting, to external service providers.

Cloud Computing

The delivery of computing services—including servers, storage, databases, networking, software—over the cloud (internet).

Cloud Migration

The process of moving data, applications, or other business elements to a cloud computing environment.

Cloud Security

Technologies, policies, controls, and services that protect cloud data, applications, and infrastructure from threats.

Co-Managed IT Services

A collaboration between a company’s internal IT staff and an external service provider to enhance IT management capabilities.

Contract Management

The management of contracts made with customers, vendors, partners, or employees, focusing on performance and compliance.

Data Backup

The process of creating copies of data to enable recovery in the event of data loss.

Data Breach

A security incident in which information is accessed without authorization.

Disaster Recovery

Strategies and processes set in place to recover technology infrastructure critical to an organization after a disaster.


The process of encoding information in such a way that only authorized parties can access it.

Endpoint Security

The approach to protecting a business network when accessed via remote devices such as laptops or other wireless devices.

Enhanced IT Capacity

Boosting the capabilities of an internal IT department through the addition of external resources and expertise.


A network security system that monitors and controls incoming and outgoing network traffic based on predetermined security rules.

Flexible Support Model

An IT support model that allows businesses to choose which IT services are managed by the internal team, and which are handled by the external provider.

Global Delivery Model

A blend of onshore, nearshore, and offshore outsourcing services to optimize the balance of cost and quality in delivery.

Helpdesk Support

Assistance and support provided to end-users experiencing IT-related issues.

Hybrid Cloud

A computing environment that combines a public cloud and a private cloud by allowing data and applications to be shared between them.

Hybrid IT Support

Combining internal and external IT resources to create a flexible approach to IT management.

Infrastructure as a Service (IaaS)

Online services that provide high-level APIs used to defer the provisioning of physical computing resources.

Infrastructure Management

Overseeing and ensuring the optimal performance of all IT-related equipment and network systems.

Information Technology Outsourcing (ITO)

Contracting external service providers to manage a company’s IT functions.

Integrated Services

The practice of combining services provided by the internal IT team with those of an external provider to create a seamless service experience.

Intrusion Detection System (IDS)

A device or software application that monitors a network for malicious activity or policy violations.

Knowledge Process Outsourcing (KPO)

Outsourcing in which knowledge- and information-related work is carried out by workers in a different company or by a subsidiary of the same organization, which may be in the same country or in an offshore location to save cost.

Managed IT Services

Outsourced IT operations including monitoring, management, and maintenance of an organization's IT infrastructure.


Software intentionally designed to cause damage to a computer, server, client, or computer network.


Outsourcing business processes or services to companies in nearby countries, often to reduce costs while maintaining similar time zones.

Network Operations Center (NOC)

A centralized location where IT technicians directly support the efforts of remote monitoring and management.


Relocating business processes or services to another country, often to capitalize on lower labor costs.


Contracting out business processes to external organizations, either locally or internationally.

Patch Management

The process of managing updates of software applications and technologies.


A cyber attack that uses disguised email as a weapon to trick the email recipient into believing that the message is something they want or need.

Platform as a Service (PaaS)

Cloud platform services that provide a framework that developers can build upon to develop or customize applications.

Private Cloud

Cloud services offered over a private internal network or the internet, only available to select users instead of the general public.

Public Cloud

Cloud services offered over the public internet and available to anyone who wants to purchase them.


A type of malicious software designed to block access to a computer system until a sum of money is paid.

Remote Monitoring and Management (RMM)

Software tools that provide IT professionals with remote insights and control over client systems.

Resource Sharing

The practice of sharing IT resources between an internal team and an external provider for optimal efficiency.

Software as a Service (SaaS):

Software distribution model in which applications are hosted by a third-party provider and made available to customers over the internet.

Scalable Support

IT support services that can be scaled up or down depending on the current needs of the business.

Security Operations Center (SOC)

A facility that houses an information security team responsible for monitoring and analyzing an organization's security posture on an ongoing basis.

Service Integration

Coordinating and integrating services from multiple service providers to ensure seamless service delivery.

Service Level Agreement (SLA)

A contract that defines the level of service expected from a service provider.

Shared Responsibility Model:

A framework where both the service provider and the client share responsibilities for managing and operating processes.

Strategic IT Partnership

A relationship where the external provider acts as a strategic partner, contributing to the IT strategy rather than just fulfilling service requests.

Two-Factor Authentication (2FA)

A security process in which users provide two different authentication factors to verify themselves.

Vendor Management

The process of overseeing and managing relationships with third-party entities that provide services to an organization.

Virtual Machine

A software-based emulation of a computer system that provides the functionality of a physical computer.

Virtual Private Network (VPN)

A service that allows you to connect to the internet via a server run by a VPN provider.

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