IT Managed Services Glossary
The vocabulary of global IT field and managed services, in plain language.
Break-Fix
Reactive on-site repair of failed IT hardware or systems.
Customer Satisfaction (CSAT)
A score that measures how satisfied a customer was with a service interaction.
Dispatch
Assigning and sending a field engineer to perform an on-site job.
Field Service Management (FSM)
The discipline and software for dispatching, tracking, and closing on-site work.
IMAC (Install, Move, Add, Change)
Routine deployment work: installing, relocating, adding, or changing IT equipment.
Managed Service Provider (MSP)
A company that delivers and manages IT services for clients, often on an ongoing basis.
Managed Services
Ongoing, proactive delivery and management of IT functions under contract.
Proof of Delivery (POD)
On-site evidence that a field job was completed — photos, signature, geotag, timestamp.
Quarterly Business Review (QBR)
A periodic review of performance, SLAs, and outcomes between provider and client.
RFx (RFP / RFQ / RFI)
The family of structured procurement requests used to source and price providers.
Service Level Agreement (SLA)
A contracted commitment to response and resolution times for IT services.
Smart Hands
Skilled on-site assistance directed remotely by another team.