IT Support Glossary.

AI IT support is the use of artificial intelligence to assist with the investigation, diagnosis, and resolution of IT issues. Instead of asking technicians to start every routine c...

MSP automation is the use of technology to automate repetitive tasks in managed service provider operations. This includes ticket triage, L1 resolution, patch management, endpoint ...

AI ticket resolution is the governed process of investigating, diagnosing, and resolving IT support tickets using artificial intelligence. Instead of a technician reconstructing th...

Agentic AI refers to artificial intelligence systems that can plan, reason, use tools, and take actions to accomplish complex goals under defined constraints. Unlike traditional AI...

Endpoint diagnostics is the automated collection and analysis of real-time system state from computers, servers, and network devices. This includes disk metrics, process lists, eve...

An AI service desk is an IT support system that uses artificial intelligence to understand requests, gather context, investigate the affected systems, route the work, and resolve c...

IT automation is the use of technology to perform repetitive IT tasks under defined rules, approvals, and evidence requirements. It ranges from simple scripted tasks (restarting a ...

Multi-agent AI is an architecture where multiple specialized AI agents work together to accomplish complex tasks. Each agent has specific capabilities (e.g., endpoint diagnostics, ...