Rezolve.ai Glossary: AI, ITSM, and Automation Terms Explained

An AI agent is a software system that observes its environment, reasonsabout objectives, and executes actions independently. These agents typicallycombine large language models for planning with various tools like APIs andscripts, enabling them to complete tasks such as system diagnostics withoutmanual intervention.

An AI assistant is a conversational interface powered by large languagemodels that helps users with tasks like drafting emails, analyzing data, ortroubleshooting problems. Unlike autonomous AI agents, assistants typicallyrequire human approval before taking actions, making them ideal forproductivity and knowledge work scenarios.

An AI copilot is an intelligent assistant embedded within productivity applications that provides contextual suggestions and automates routine tasks while keeping users in control. It can draft documents, summarize conversations, and generate analytics directly within existing software applications to reduce manual effort.

An AI creator studio is a low-code development environment where users can prototype, test, and deploy artificial intelligence experiences without deep technical expertise. These platforms allow designers and marketers to customize AI models, manage different prompt variations, and publish AI applications across multiple channels.

AI Data Loss Prevention uses machine learning to identify sensitive information in transit, storage, or active use, then automatically prevents or redacts risky data transfers. This technology recognizes context better than traditional rule-based systems, distinguishing between test data and actual sensitive information.

AI email automation uses machine learning to trigger targeted messages, segment audiences, and create personalized content at scale. The system analyzes user behavior patterns to determine optimal send times, craft compelling subject lines, and generate follow-up content, reducing manual marketing tasks.

AI explainability encompasses methods and tools that make artificial intelligence decision-making transparent to human users. Techniques like feature attribution and decision mapping translate complex model behavior into understandable terms, enabling users to trust, audit, and comply with regulatory requirements.

AI performance monitoring tracks deployed machine learning models for issues like accuracy drift, response latency, bias, and resource consumption. These systems capture real-time predictions and compare them against established baselines, alerting operations teams when performance degrades before users experience problems.

An AI plugin is a lightweight software module that adds artificial intelligence capabilities to existing applications and platforms. These plugins enable advanced functions like intelligent routing, automated knowledge generation, and predictive analytics within current workflows without requiring complete system replacements.

AI reasoning refers to artificial intelligence systems' ability to simulate logical thinking by analyzing data, identifying patterns, and making informed decisions. Unlike simple rule-based automation, reasoning-capable AI understands context and adapts dynamically to provide intelligent responses and recommendations.

AI search matches user queries to relevant content based on meaning rather than exact keyword matches. The system converts both documents and search queries into mathematical vectors, then finds the closest matches, enabling users to search using natural language instead of specific technical terms.

An AI service desk enhances traditional IT support with conversational artificial intelligence, automated knowledge delivery, and agent assistance within collaboration tools. It automates ticket creation, issue classification, and common fixes while escalating complex problems to human technicians for resolution.

AI ticket summarization uses generative artificial intelligence to condense lengthy support conversations, system logs, and agent notes into concise summaries with recommended next actions. This capability accelerates handoffs between support teams and reduces the time needed to understand complex issues.

AI workflow automation orchestrates complete business processes by combining triggers, decision logic, and artificial intelligence reasoning. Instead of following rigid rules, these systems adapt workflows based on real-time data, such as recognizing policy violations and routing requests for additional review.

AgenticAI refers to artificial intelligence systems that can perceive theirenvironment, reason through complex goals, and take autonomous actions onbehalf of users. These systems break down large objectives into manageabletasks, create execution plans, monitor progress, and adapt their approachwithout requiring continuous human guidance or intervention.

Agentic SideKick 3.0 is a third-generation AI solution that combinesnatural language understanding with automated workflow capabilities withincollaboration platforms. It handles knowledge retrieval, ticket management, andtask execution through conversational interfaces, providing intelligentrecommendations while escalating only complex cases to human agents.

An agile knowledge base is a continuously updated repository thatcaptures organizational knowledge through articles, videos, and snippets. Ituses artificial intelligence to deliver the most relevant information whenemployees need it, with content owners regularly updating materials andautomatically retiring outdated information.

Artificial intelligence is the field of computer science focused oncreating systems that can perform tasks typically requiring human intelligence.These tasks include understanding language, recognizing patterns, makingdecisions, and learning from data through the combination of advancedalgorithms and computational power.

Artificial intelligence in IT Service Management integrates machine learning, natural language processing, and automated reasoning throughout the service delivery process. Autonomous systems can interpret employee requests, create tickets, gather diagnostic information, and execute solutions, reducing resolution times and operational costs.

Asset management is the systematic approach to tracking hardware, software, licenses, and cloud resources throughout their entire lifecycle from procurement to retirement. A comprehensive asset management system helps organizations optimize spending, ensure compliance, and correlate incidents to specific devices or applications.

Aura Insights is a predictive analytics system that continuously monitors support ticket patterns to identify requests likely to escalate, miss service level agreements, or indicate emerging system problems. It ranks tickets by risk level and automatically generates recommended action plans for early intervention.

Automation is the execution of tasks and workflows without direct human intervention, ranging from simple email routing to sophisticated orchestration systems. In IT service management, automation can provision software, reset passwords, and enforce compliance policies across multiple systems automatically.

BMC Helix integration provides pre-built connectors that synchronize tickets, change records, and knowledge articles between BMC Helix and modern conversational interfaces. This enables organizations to add AI-powered chat capabilities to their existing Helix infrastructure without requiring complete system replacement.

Benchmarking involves comparing IT service management performance metrics against internal baselines, industry standards, or established frameworks like ITIL. The goal is to identify efficiency gaps, justify technology investments, and track continuous improvement efforts through both quantitative metrics and qualitative assessments.

Change management is the structured process for planning, approving, and implementing modifications to IT infrastructure while minimizing operational risks. The process includes documenting change requests, assessing potential impacts, obtaining necessary approvals, implementing changes safely, and reviewing outcomes for continuous improvement.

ChatGPT is OpenAI's conversational language model that generates coherent, contextually appropriate responses to user prompts. When implemented with proper security controls and access restrictions, it can accelerate support ticket processing, documentation creation, and employee self-service capabilities.

A chatbot is software that simulates human conversation through text or voice interactions. Modern chatbots use large language models to understand user intentions, handle ambiguous requests, and access enterprise systems on behalf of users within collaboration platforms like Teams or Slack.

Cloud ITSM delivers service management capabilities through software-as-a-service platforms, eliminating the need for on-premises infrastructure maintenance while enabling rapid feature updates. It offers scalable resources, global accessibility, and usage-based pricing models ideal for distributed work environments.

A collective learning engine is an AI approach that combines anonymized interaction data from multiple sources to improve intent recognition, classification accuracy, and response quality. The system identifies patterns that individual datasets might miss, continuously improving overall performance.

A Configuration Management Database is a structured repository that stores detailed information about IT infrastructure components and their relationships. It supports impact analysis, root cause investigations, and compliance auditing by integrating with automated discovery tools and change management systems.

Contextual knowledge delivery provides relevant information at the right moment by considering user roles, devices, ticket details, and historical behavior. Instead of presenting static FAQ lists, the system dynamically filters and presents the most appropriate articles and guidance.

Conversational AI combines natural language processing, machine learning, and dialogue management to conduct human-like, multi-turn conversations. It interprets user intentions, maintains context throughout interactions, and generates adaptive responses while learning from each conversation to improve future performance.

Customer support services encompass all people, processes, and technologies that organizations use to help customers resolve product or service issues. These services range from live phone and chat assistance to self-service portals, with the goal of delivering fast resolution and positive experiences.

Data augmentation is a machine learning technique that expands training datasets by creating modified versions of existing data or generating synthetic examples. This approach helps models generalize better by exposing them to more varied inputs, especially valuable when original data is limited.

Data management is the comprehensive discipline of collecting, storing, organizing, securing, and governing organizational data to ensure it remains accurate, accessible, and actionable. It encompasses data architecture, quality control, lifecycle policies, and compliance with privacy regulations.

Digital Employee Experience Management focuses on measuring and optimizing how employees interact with workplace technology including devices, applications, and support channels. It combines performance data with employee feedback to identify and resolve friction points that impact productivity.

Digital transformation is the strategic adoption of digital technologies and data-driven processes throughout an organization to create new value, enhance customer and employee experiences, and increase operational agility. Success is measured by tangible business outcomes rather than just technology deployment.

A discriminative model is trained to distinguish between different categories or classes, focusing specifically on classification and decision-making tasks. In service delivery environments, these models help route tickets, identify user intentions, and categorize issues for streamlined support automation.

Email list management controls the creation, updating, security, and retirement of distribution lists and collaboration groups. Administrators handle membership requests, enforce naming conventions, and synchronize with human resources systems to prevent unauthorized access through automated approval workflows.

Employee notifications are targeted messages that keep staff informed about system outages, policy updates, pending approvals, or training requirements. Modern systems can schedule broadcasts, trigger alerts from monitoring systems, and deliver notifications through collaboration platforms for immediate visibility.

Employee onboarding is the structured process of integrating new hires into an organization, covering administrative tasks, account setup, equipment provisioning, training, and cultural orientation. Effective onboarding combines automated workflows with personal interactions to accelerate productivity.

Employee satisfaction metrics quantify workforce engagement and contentment through survey scores, retention rates, and support channel feedback. Organizations track these metrics to correlate workplace improvements with productivity gains and employee retention over time.

Endpoint automation uses scripts, remote management tools, or AI agents to perform routine maintenance tasks on user devices without human intervention. It minimizes system downtime, enforces security compliance, and reduces IT workload through secure, self-service command execution.

Endpoint management is the centralized administration of all devices that connect to corporate networks, including desktops, laptops, mobile devices, and IoT equipment. It covers inventory tracking, security patching, configuration enforcement, and remote support for consistent user experiences.

Enterprise AI refers to artificial intelligence solutions designed for large-scale, mission-critical business applications with robust security, explainability, and integration requirements. These systems support thousands of users while maintaining enterprise-grade governance, compliance, and data protection standards.

Enterprise search provides a unified interface for finding information across multiple internal repositories using advanced indexing and retrieval techniques. It delivers relevance-ranked results while enforcing access controls, enabling employees to find information quickly without searching multiple systems.

Enterprise Service Management extends IT service management principles to other business functions like human resources, finance, facilities, and legal departments. A single platform coordinates requests and approvals across departments while providing leadership visibility and governance.

Ethics and compliance support provides employees with clear guidance on organizational policies, regulatory requirements, and reporting procedures for sensitive issues. These systems include anonymous reporting channels, real-time policy access, and automated routing to appropriate compliance officers.

Expert Connect is a live chat escalation system that bridges automated self-service and human expertise. When AI systems detect queries requiring specialized knowledge, they instantly connect employees with relevant experts while providing complete conversation context for efficient resolution.

Expiration and extension handling automates the monitoring of accounts, certificates, licenses, and access rights that are approaching expiration dates. The system notifies stakeholders and provides streamlined options to extend, disable, or transfer ownership of expiring resources.

Explainability refers to techniques that make artificial intelligence decision-making processes transparent and understandable to human users. Clear explanations build trust, simplify troubleshooting, and help organizations meet regulatory requirements for accountable AI system deployment.

Exposure management is the continuous process of identifying, classifying, and mitigating security vulnerabilities across an organization's digital infrastructure. It prioritizes remediation efforts by correlating asset importance with current threat intelligence to address the most critical risks first.

Federated search enables users to query multiple information repositories simultaneously with a single search request, returning consolidated and ranked results. The system translates queries for different platforms, aggregates results, and enforces access controls while maintaining security boundaries.

Fine tuning is the process of adapting large pre-trained AI models to specific domains by training them on specialized datasets. This approach dramatically improves accuracy for niche terminology and organizational requirements while preserving the model's general knowledge capabilities.

Freshservice integration provides bidirectional connectivity between Freshservice and modern collaboration platforms, enabling users to create and update support tickets directly from their workflow tools. The integration maintains service level agreements while adding AI-powered enhancements to existing processes.

GPT-3 is OpenAI's 175-billion-parameter language model that established new standards for natural, context-aware text generation. Trained on diverse internet content, it can answer questions, write code, and translate languages with minimal input when properly configured with security controls.

GPT-4 is the enhanced successor to GPT-3, offering improved reasoning capabilities, reduced hallucination rates, and multimodal functionality including image processing. Its expanded context window enables longer conversations and comprehensive document analysis for enterprise applications.

Generative AI is artificial intelligence that creates new content by learning patterns from large datasets and producing original outputs that resemble the training data. In service management, it can draft troubleshooting guides, summarize technical logs, and generate personalized employee communications.

A Generative Pre-trained Transformer is an AI model trained on vast amounts of text data and fine-tuned for specific applications. GPT models excel at generating natural language, answering questions, and summarizing content for enterprise support and automation applications.

HR case management provides a structured approach to handling employee-related inquiries and issues through formal case tracking rather than informal email exchanges. Each case captures all interactions, documents, and deadlines to ensure fair and compliant resolution processes.

HRIS automations are workflow systems that connect Human Resource Information Systems with daily employee requests through real-time data integration. Employees can check leave balances, update personal information, and request documentation without manual processing by HR staff.

HRIS system integration connects human resource platforms with other business applications through automated data synchronization. Employee information flows seamlessly between systems, eliminating duplicate data entry while keeping permissions, communications, and analytics current across all platforms.

A help desk is the primary support function that receives, tracks, and resolves user technology issues through standardized intake processes. Modern help desks emphasize self-service capabilities, automated responses, and intelligent routing so human agents focus on complex problems.

Help desk software orchestrates ticket management, knowledge bases, service level agreements, and performance analytics through integrated platforms. Key features include multi-channel intake, intelligent routing, response templates, and comprehensive dashboards for measuring support effectiveness.

A help desk ticketing solution manages the complete lifecycle of support requests from initial creation through final resolution. It provides centralized tracking, audit trails, and service level monitoring with automation capabilities for routine tasks and issue resolution.

A human takeover mechanism is a safety feature in AI systems that enables knowledgeable staff to intervene when automated systems reach their capability limits. The system preserves complete interaction history and context to ensure seamless transitions from AI to human support.

An IT service catalog is a comprehensive directory of technology services available to employees, including detailed descriptions, eligibility requirements, costs, and delivery timeframes. It standardizes service requests through automated approval processes and sets clear expectations for service delivery.

IT Asset Management is the comprehensive approach to discovering, tracking, maintaining, and retiring all organizational technology resources including hardware, software, and cloud services. It ensures optimal utilization, compliance, and financial accountability through integrated inventory and usage monitoring.

ITIL (Information Technology Infrastructure Library) is the globally recognized framework of best practices for designing, delivering, and continuously improving IT services. It provides structured processes, defined roles, performance metrics, and governance models that align technology services with business value.

ITIL 4 modernizes the traditional framework for contemporary business environments including cloud computing, DevOps practices, and digital transformation initiatives. It emphasizes value co-creation through flexible practices, guiding principles, and continuous improvement methodologies for agile service delivery.

IT Operations Management encompasses all processes and tools used to manage infrastructure provisioning, capacity planning, performance monitoring, and availability assurance. It ensures optimal system performance with minimal downtime through automation and AI-powered proactive issue detection.

IT Service Management is a strategic approach to designing, delivering, managing, and improving technology services to align with business objectives. Rather than managing isolated systems, ITSM focuses on integrated service delivery through standardized processes and continuous improvement.

Identity and Access Management is a security framework that ensures appropriate individuals have proper access levels to organizational resources throughout their employment lifecycle. It includes authentication systems, access controls, and regular reviews to maintain security and compliance standards.

Incident management is the structured process for quickly restoring normal service operations after unplanned disruptions or performance degradations. It involves detection, classification, prioritization, resolution, and post-incident analysis to minimize business impact and prevent recurrence.

Inline media handling enables support systems to process rich content like screenshots, videos, and documents directly within conversations without requiring separate applications. This capability reduces communication delays and provides complete visual context for faster issue diagnosis.

Intelligence augmentation enhances human decision-making and productivity using artificial intelligence rather than replacing human workers. It amplifies human capabilities by providing intelligent recommendations, automating routine tasks, and enabling faster resolution of complex problems.

Jira Service Desk integration synchronizes support tickets, comments, priorities, and custom fields between Jira platforms and conversational interfaces. Users can create and update issues directly from collaboration tools while maintaining existing workflows, approval processes, and service level agreements.

Knowledge article management governs the creation, review, publication, and retirement of support documentation through structured workflows including templates, version control, and expert approvals. Well-managed knowledge bases reduce ticket volumes and enable effective self-service capabilities.

Knowledge management is the systematic process of capturing, organizing, sharing, and utilizing organizational information effectively. It ensures employees can access relevant information when needed through automated content creation and conversational interfaces rather than traditional static repositories.

Knowledge skill deployment transforms curated information into executable capabilities that AI systems can invoke on demand. Each skill includes contextual rules, follow-up prompts, and automation options, ensuring precise information delivery when employees need specific guidance.

A Large Language Model is an artificial intelligence system trained on extensive text data to understand and generate human-like language. These models power advanced chatbots and assistants, enabling natural conversations that can resolve queries and improve business workflows.

Latency refers to the delay between user actions and system responses, which is critical for seamless employee experiences in IT support environments. Efficient backend processing and intelligent caching mechanisms minimize wait times and enhance overall usability in AI-powered support systems.

A Managed Service Provider delivers comprehensive outsourced IT services including infrastructure management, network administration, and help desk support. MSPs often serve as the primary IT operations resource for small to medium-sized businesses requiring expert technical support.

Machine learning is a subset of artificial intelligence that enables systems to automatically learn and improve from experience without explicit programming. These systems identify patterns in data, make predictions, and adapt their behavior over time for continuous performance enhancement.

ManageEngine integration enables seamless connectivity between platforms and ManageEngine's suite of IT operations, asset management, and service management tools. This integration eliminates information silos while improving service visibility and coordination across different management systems.

Microlearning modules are brief, focused educational units that help employees quickly understand specific processes, tools, or policies. These bite-sized lessons improve knowledge retention and provide just-in-time learning directly within employees' daily workflow tools.

Microsoft Teams integration brings enterprise support capabilities directly into the collaboration platform where employees already work. Users can submit requests, receive assistance, and complete automated tasks without switching between multiple applications or interfaces.

Modern device management provides cloud-based control over organizational endpoints including laptops, smartphones, and tablets through centralized configuration, security enforcement, and remote updating capabilities. It enables IT teams to manage devices regardless of physical location.

Multilingual support enables service desk systems to communicate with employees in their preferred languages, improving accessibility and reducing misunderstandings. This capability builds trust across global teams without requiring localized support staff for each language.

A multimodal language model can process and understand multiple types of input including text, images, audio, and video simultaneously. This capability makes AI systems more versatile for real-world applications where information comes in various formats.

Natural Language Processing enables computers to understand, interpret, and respond to human language in meaningful ways. It powers AI conversations, automated ticket classification, sentiment analysis, and other capabilities that make technology interactions more natural and intuitive.

New employee support encompasses all services and resources provided during the onboarding process including technology setup, training delivery, and policy access. Effective support accelerates new hire productivity and engagement through automated workflows and instant assistance.

No-code automation empowers business users to create and deploy automated workflows without programming knowledge or technical expertise. This approach accelerates digital transformation initiatives while reducing IT department backlogs through user-friendly automation interfaces.

On-premise deployment involves hosting software applications on an organization's own servers rather than using cloud-based services. This approach is often preferred in regulated industries or organizations with specific data sovereignty requirements.

OpenAI is the research organization responsible for developing advanced language models including GPT-3, GPT-4, and ChatGPT. The organization focuses on advancing natural language processing capabilities that power next-generation AI tools used across business, education, and support applications.

Parameter-efficient fine-tuning is a method for adapting large AI models to specific organizational needs by updating only small portions of the model's parameters. This approach enables customization without massive computational resources while maintaining efficiency.

Password reset is one of the most common IT support requests that can be easily automated through identity verification and secure credential reset processes. Automation eliminates wait times and reduces support agent workload through instant self-service capabilities.

Patch management is the systematic process of identifying, testing, and applying software updates to fix vulnerabilities, improve performance, and ensure compliance. AI-powered systems can automate notifications, track installation status, and manage update workflows efficiently.

In artificial intelligence, a probabilistic approach works with uncertainty by assigning likelihood scores to different possible outcomes rather than providing definitive answers. This method helps systems handle ambiguous situations and offer the most appropriate responses.