Industry glossary
Terms you will meet in the documents, systems and scenarios.
Managed service provider
A business that runs and supports another organisation's technology under an ongoing contract with agreed service levels.
Service level agreement
The contract terms that set response and resolution targets, hours of support and reporting for a managed client.
Priority matrix
The table that sets a ticket's priority from the impact on the business and the urgency of the fix.
Escalation
Passing a ticket to a more specialised team or a senior engineer when it cannot be resolved at the current level within the target time.
Change advisory group
The weekly meeting that reviews and approves high risk changes to production systems.
Rollback plan
The documented steps to return a system to its previous state if a change fails its tests.
Multi-factor authentication
A sign in method that requires a second proof of identity, such as an authenticator app code, in addition to a password.
Essential Eight
The Australian Cyber Security Centre's set of eight baseline mitigation strategies that organisations are assessed against for maturity.
Immutable backup
A backup copy that cannot be altered or deleted for a set period, protecting it from ransomware and accidental removal.
Notifiable data breach
A loss or disclosure of personal information likely to cause serious harm that must be reported to affected individuals and the privacy regulator.