Thompson Rivers University
Thompson Rivers University

Glossary

Service Catalogue

ACD

Automatic Call Distribution queuing allows calls to one phone number to be distributed to multiple phone sets. ACD queuing is used in departments where large call volumes are common. (e.g. Registration, Open Learning, etc.)

Application

Application software is a subclass of computer software that employs the capabilities of a computer directly to a task that the user wishes to perform. The Microsoft Office suite contains examples of such software, which provides word processing, spreadsheet, small database and presentation capabilities. The services associated with such applications are those of choosing, configuring, upgrading, protecting and troubleshooting.

Applications and Systems Access (ASAR) process

This is the form and the process that faculty and staff use to request access to applications.

Audio Conferencing

Audio conferencing allows more than two persons to participate in a phone call at the same time. Three way audio conferencing is available on all TRU desk-phones with conferencing capabilities.

Blog

A weblog, or Blog is a web application which contains periodic posts on a common webpage, a personal web journal or diary.

Break / fix

When an error or problem (break) occurs on a system that was previously working and a resolution (fix) is applied to it to remedy the error or problem.

Client

In computing, a system that accesses remote services on another computer.

Core

Central to the purpose of a department.

DID Calling

Direct In Dial (DID) calling allows callers from outside TRU to call directly to a TRU internal phone number without going through the main switchboard.

Disk Space

Network space allocated to faculty and staff to store their data.

Enterprise applications

These are the software programs used for many administrative purposes at TRU (e.g. the Banner suite of applications for Student, Finance, and HR etc.)

First-level support

Basic troubleshooting and resolution for common problems; it is provided by those staff at the IT Service Desk.

Image

A customized template or copy of how an operating system and software are configured on a particular type of computer for our environment.

IT Service Desk

The central point of Client Services where the TRU community can reach IT Services for assistance. The Service Desk tracks all contacts and provides initial assessment and possible resolution or provides dispatch to other IT Services groups.

Lease Replacement

The process of deploying new computers to replace computers that have reached end-of-life. At TRU this is a 4 year cycle.

Maintenance Window

A scheduled period of time during which systems and services may be unavailable for use. This helps facilitate maintenance activities which require the system or service to be offline.

myTRU

The portal used internally by the TRU community. (See portal)

Network

The physical structure that connects computers and allows them to communicate internally with servers, printers and other devices, as well as externally to the internet.

Network drop

The wall outlet into which a cable is plugged to connect an individual (wired) computer to the network.

Peripheral

A device that plugged in, or networked, to a computer (e.g. printer, scanner, CD Rom burner, external drive, etc.).

Portal

A Portal is a web site that acts as a starting point for Internet users on the World Wide Web to find web sites and information on the subjects they are interested in. (e.g. my TRU is TRU’s web portal.)

Re-image

The process of replacing the current image on a computer which might be corrupted or in line to be upgraded to a newer version.

Resolution

A solution or fix for a computer error or fault.

Server(s)

The computers that control shared access to directories, files, applications and resources (e.g. printers) on a network.