Glossary Index




An account or user account is an access authorisation to an access limited IT system. Usually the user has to identify him/herself with a user name and a password in order to log in. An account can be assigned specific access rights (according to the task) by the administrator.


is the generic term for maintenance, care and assistance of computer systems.


An administrator is able to manage operating systems, networks, E-mail inboxes and websites and the complete system.

Anti-Virus Software

Anti-virus software ( also anti virus scanner or anti virus protection, abbreviation: AV) is a software that detects, blocks or eliminates known computer viruses, computer worms and Trojans.


Antispam are countermeasures that can be undertaken when one is being filled up with unwanted messages, which usually contain advertisement.


Particularly small programmes for Smartphones and Tablet-PCs are called App. Though in general, every form of application programme is an App (, which is the short form for application).


Apple® is an American company dedicated to the research and development in the computer and consumer electronics field. In the 70s Apple® was one of the first manufacturers of personal computers and played a big role in distributing them. Nowadays, Apple® products are used increasingly for business solutions.


see App.


The availability of a technical system is the degree to which the system fulfills certain demands within a defined time period.



A BlackBerry® is a portable device (Smartphone), which has been developed specifically for wireless communication. It provides a wide scope of functions for reading and writing E-mails, administrating contacts, tasks and calendar.

Business Solution

A business solution is the execution of all automable business processes of a company with means of information and communication technology.


Central Data Management

At the central data management all data, whose contents is comprised of different sources, are being collected.


A client is a computer programme which contacts another computer programme, the server, in order to use its services.


A Cloud, respectively a computer Cloud, is an IT infrastructure, which has been transferred to an external network environment. A Cloud is provided by a network and can be adjusted to the individual demands of the user.

Cloud Computing

In Cloud computing IT infrastructures (e.g. computing power, data storage, network capacities or ready-to-use software) are provided via an external and internal network and can be adjusted to the demands and number of users.

Communication Data

Communication data are the capture and administration of communication data (such as telephone and fax number, E-mail) of a person or a company.


Compliance is a state of being in accordance with legal, internal regulations and stipulations in the IT landscape. Compliance tasks within the IT mainly include information security, availability, data storage and data security.

Computer System

In general, a computer system is the entire computer. In such a system hard and software components work together resulting in an apparatus for data process and data output.

Computer Technology

The computer technology refers to the science of computers. The term „technology“ describes the knowledge about this technique („ How does it work? Which experiences are there, which risks and which possibilities?“).


Consulting is a structured conversation referring to a specific topic, in order to solve problems as well as optimising activities and processes.


Data Archiving

Data Archiving is the long-term safeguarding of important electronic information. In order to operate archiving one requires specific software and storage media on which the data will be permanently secured and available at all times. According to legal requirements, business people are obliged to store and keep business-relevant data available.

Data Backup

describes the partial or entire copying of data from one computer system to a (- in most cases portable -) storage media or another computer system (e.g. over the internet/online storage).

Data Base

A data base is a system for electronic data administration. The main task of a data base is to save large amounts of data efficiently, consistently and permanently.It provides required sub-quantities in different forms of presentation for users and application programmes according to the customer's demands.

Data Centre

Computer Centre describes the building, respectively the premises, in which the central computer engineering (e.g. computer) of one or several companies, respectively organisations, is located. It also describes the organisation itself, which attends the computers.

Departmental Cloud

This is a Cloud, which exists within a company or merely within one department. In particular, this means that provider and user are in the same department.


In DP (data processing) the desktop is a working surface on a graphic user interface. The desktop is the undermost level. German terms for desktop are „Arbeitsfläche“, „Schreibtischplatte“ or „Schreibtischoberfläche“.


A desktop PC, short „desktop“, is a computer in a form intended for use at desks at the working place.

Direct Push

Direct push is a service for mobile devices ( as well as Smartphones). It enables the direct and automatic transfer of arriving E-mails in a Microsoft Exchange server inbox, to the mobile device via the mobile communication network. Furthermore Direct Push immediately synchronizes new or changed contact details, notes, tasks and calendar entries between the Exchange server and all its connected devices.


Driver are specific control programmes and the connection between the operating system of a computer, as well as several hardware components such as graphic card, printer, network connection, scanner or mouse and others.


DSL is the abbreviation for “Digital Subscriber Line”, a digital broadband connection using the telephone line. DSL allows very fast internet connections.



An E-mail is an electronic message that is transmitted over the internet. In addition to texts one can also attach further documents and send it together with the E-mail.

E-mail Account

An E-mail account is an electronic mailbox in form of web space on an online server. Every account has an e-mail address which enables one to receive, send and save E-mails. It also has a log-in name, a security password and a certain amount of web-space, which varies according to the different operators.

E-mail Signature

Signatures at the end of the E-mail simplify establishing contacts for example for callbacks or when checking the legal position of the sender. A signature usually contains the telephone and fax number and the address of the sender of the E-mail.


Encryption is the process of translating clear, readable information ( e.g. data transfer) to a secret language by using a encryption system so that it cannot be read by third parties. By using the encryption system one can again decode the secret language.


Exchange is a message system of the company Microsoft®, which enables the administration and filtering of E-mails such as developing schedules and arranging appointments.

Exclusive Cloud

An Exclusive Cloud requires that provider and user know each other. They negotiate fixed conditions and make a contract. There are no unknown people.

Exploratory Cloud

The Exploratory Cloud focuses on the functionality of a cloud within a company, especially to determine potentials and disadvantages for certain applications.

External Storage Media

External storage media are for example external hard drives or flah drives, on which one can save data and transport them. They can then be plugged in to another computer with the same operating system in order to access the saved data.



A firewall is a software that examines the data traffic that is passing through it in order to determine – according to regulations set by the user - whether to forward data packages toward its destination or not.


The first level support is the first contact point for all incoming support inquiries. One employee is responsible for the recording and collection of all required information. Processing those mostly autonomous, depending on his skills and knowledge.

Fixed Network/Phone

Is the entity of all public, wired telephone networks of the end customer.


Flatrates are fixed payment tariffs for telecommunication service providers such as telephony and internet connection with unlimited amount of data.

Framework Agreement

A framework agreement is an agreement between a legal entity, rarely also natural people, that may concern a cooperation, a relation between customer and contractor or between buyer and seller. Usually agreements are made to set general conditions for the cooperation and to keep some free space for specific cases at the same time.


A Fritz!Box®is a DSL router solution of the company AVM®, which enables the internet access via cabel and WLAN.



Groupware is a software that supports the cooperation of one group over a spatiotemporal distance. Groupware is implementing theoretical basics of computer supported teamwork in a concrete application, e.g. Microsoft® Exchange and Microsoft® SharePoint®technologies.



Hardware is a generic term referring to all mechanical and electronic parts included in an computer system. The term only refers to systems inheriting a processor.


A helpdesk is an information service, which is primarily responsible for supporting users of hard and software, but also for inquiries of customer in other service sectors. The support can be carried out via telephone or via electronic devices (e.g. remote maintenance).


Hosting is the accommodation of IT infrastructures in the internet, which usually can also be retrieved publicly. The hosting is taken care of by an internet service provider ( also provider or webhoster), which offer web storage, data bases, E-mail addresses and other products.

Hybrid Cloud

A company operates its own private Cloud and additionally uses a public Cloud for emergency backups or load peaks.



IaaS (infrastructure as a service) is a business model, which prefers renting computer systems to the classical buying of computing infrastructures („My server is in the basement“). IaaS is usually provided by providers over the internet.


Information and communication technology (ICT) is a technology in the area of information and communication. The term gives consideration to the increasing coalescence of these two areas.


is the interface between user and electronic device. This can be control elements such as mouse and keyboard or the monito screen.


The interface is the part of a system, which enables the communication between several subsystems and merges these to a bigger system.


The internet is a worldwide network consisting of many computer networks through which data are being exchanged. It enables the usage of internet services such as E-mail, telnet, file transfer, and lately also increasingly telephony, radio and television. The data exchange between several internet computers is carried out via technically normed internet protocols.


The iPad®is a Tablet-PC of the American company Apple®. It can be used per multi-touch-screen and is mainly designed as a reproduction medium for electronic data. Additionally, Apps can be applied and data acquired. The application of Apps is much easier and more intuitive than previous applications.


The iPhone®is a Smartphone developed by Apple® which similarly as the iPad® can be used with a multi-touch-screen and comes with a camera and many digital functions. Just like the iPad® the iPhone®is also designed for the usage of Apps.


ISDN (Integrated Services Digital Network) is an international standard for a digitla telecommunication network and can be translated correspondingly to service integrating digital network.


Information technology (short IT) is a generic term for information and data processing as well as for the therefor required hard and software. Often the English abbreviation IT is used.


The IT security (information security) secures the confidentiality, availability and integrity of information in a computer system. The information security serves as a protection from dangers and threats, avoiding damages and minimizing risks.


The ITIL®(IT Infrastructure Library) is a collection of proven standard methods in a number of publications, which describe a possible implementation of IT service management (ITSM) and are internationally seen as a standard for this.



A laptop is a portable personal computer and is equivalent to a notebook.


Mac OS

Mac OS® is the name of the operating system of Apple® and Macintosh® computer. The term is derived from Macintosh® Operating System, a term that has never been used.


The MacBook®is a laptop of the company Apple®.

Maintenance Service

Maintenance services are completed by specialised experts in regular intervals. That way, a long lifetime and low wear of the object can be guaranteed. Professional maintenance is often a part of the warranty.


Malware are computer programmes that have been developed for the user to carry out unwanted and harmful functions.

Managed Services

are services that are allocated to the information and communication field and are provided by a specialised supplier for a specific time period.

Mobile Internet

With mobile internet one can make the internet available on mobile terminals. The access is possible via WLAN and/or UMTS or 3G.

Mobile Phone

A mobile phone is a portable phone that can be used indepent from the location and that communicates via mobile service with the telephone network. It can send and receive text messages in form of SMS. The mobile phones evolve permanently. The lates mobile phone generation comes with functions such as video telephony, E-mails, mobile internet, etc..

Mobile Service

is the collective name for the operating of mobile devices. These include portable telephones, mobile phones and vehicle-mounted carphones.

Mobile Terminals

Mobile terminals are mobile phones, Smartphones and personal digital assistants (PDA), as well as Tablet-PCs, note and netbooks, that can be carried everywhere due to their size and weight and come with information and technical communication functions.


A multi-function-device unites the functions of several devices, otherwise bought seperately, in one case (scanning, printing, faxing etc.).



Netbook refers to a category of computers, which are usually smaller, cheaper and provide a smaller computing power than ordinary notebooks. The devices are mainly designed as portable internet-clients and therefore usually provide an integrated WLAN and – when provided with a mobile plan – sometimes an integrated modem (UMTS).


A network is a union of different technical, primarily independent electronic systems (particularly computer, but also wireless components and so on), which enable the communication between several systems. Here the aim is to e.g. the joint use of network printers, server, media files, data bases and so on.


see Laptop.


Office Software

Office software describes a package of programmes, which are meant to support everyday work in the office. This package includes word processing, spreadsheet, presentation and data bases programmes.


Offline describes a state in which the device that has a communication interface is not able to receive or send data via this interface.

On-Site Service

On-site-service is a service completing customer orders locally.


In general, online is the term for an active connection to a communication network, which enables to receive and send data, particularly the internet.

Open Cloud

In the Open Cloud provider and user do not knwo each other beforehand. Therfore the provider has to develop the offer without direct input of the customer and provide it with predetermined conditions.

Operating System

An opertaing system enables the usage of a computer. It administrates operating components such as storage, input and output devices and operates the execution of programmes.


Outlook®is a programme of Microsoft® for sending and receiving E-mails, as well as organisingone ore several diaries and administrating contacts. Outlook®can be synchronised with a mobile device in order to receive E-mails on your mobile terminal.


Outsourcing describes the hand-over of business tasks and structures to third-party-companies. It is a special form of transferring already performed internal services, at which contracts define the subject of the service.



A password serves as a authentication and the unambiguous identification of users and therefore protects the system from external access. In order to guarantee the security as long as possible, the password must remain secret.

PC Service

Is the practical implementation of PC help.


PC help describes the support regarding computers of IT service provider. PC help includes linking between periphery devices and networks, resolving problems concerning hard and software, as well as the planning and implementing of projects.


PDA (Personal Digital Assistent) is a compact, portable computer that is primarily being used for the administration of personal calendars, addresses and tasks. In addition, PDAs can process office files. More often the term PDA is replaced by the synonym Smartphone.

Peripheral (Device)

A peripheral is a component or a device that is located outside the central unit of a computer (short: attachments, e.g. printer, sacnner & router). In simple terms, one can differentiate between periphals that are integrated in the computer (internal) and those connected by a cabel (or infrared or mobile technology)(external).


The term periphery is used when talking about periphery devices. These are all devices that are or will be connected to a central unit. These devices need to be controlled by the central unit and may require a prior initialisation. These are for example printer, sacnner, keyboard and mouse, but also internal devices such as junctions, drives and extension cards.


Phishing describes attempts to access data of an internet user, e.g. via forged www-addresses, E-mails and short messages.

A print driver is a software to operate a printer from a computer system and to issue print jobs.


In this case privacy describes the protection of the individual from abuse of person-related data and stands for the idea that every human should be able to decide for him/herself which of his personal data should be available, for whom and when.

Private Cloud

In the Private Cloud provider and user are in the same company, whereat all problems concerning data security lapse more or less.

Public Cloud

A Public Cloud can be used by any given number of people and companies and is not limited to internal applications of single institution or a single company. Here mainly problems regarding data security take effects and everyone has to decide for himself how many and which data he/she wants to keep outside his/her immediate control. Provider and user do not know each other.



Remote is the access to a computer system that is not located in the same network.

Remote Access

Remote access describes the process of technical staff accessing computer systems for the purpose of maintenance and repair, via the internet.

Remote Support

Remote Support describes the technical support regarding questions and problems with the internet (e.g. remote maintenance).


Router are network devices, which - depending on the perspective - connect or disconnect computer networks. By that the router analyses the incoming data packages according to their destination blocks or forwards them (see also Firewall and Fritz!Box®).



SaaS (Software as a Service) follows the idea to provide, attend and operate software as a service based on internet techniques. The software is being provided in the internet and no longer on local devices.


The second-level-support assists the first-level-support by workplace training, as well as taking care of more complex questions. Newly generated solutions are implemented into the knowledge database in order to utilize the first-level-support.

Security Analysis

The security analysis is part of activities within the security management in an organisation or a company. The security analysis aims at identifying threats, to estimate their probability of occurance and damage potential and to assess the subsequent risk for the organisation.


A server is a computer on which one can stire data from a computer network and access those subsequently at any time.

Service Pack

Service Pack is a term used by different manufacturers for the composition of patches and updates for updating one of its operating systems and other software products.

Service Point

A service point describes a branch within a company where one can receive support concerning recent problems.

SIM Card

The SIM card is a chip card, which is inserted into a mobile phone and serves as identification of the user in the network. Numbers and important information are being saved on the the SIM card. With the SIM card, mobile service providers provide telephone and data connections.


The term SLA (Service-Level-Agreement) describes a contract, respectively an interface between customer and service provider for recurring services. The aim is to make monitoring more transparent for the customer by giving a detailed description of guaranteed service qualities such as scope of services, response time and the speed of processing.


A Smartphone is a mobile telephone which comes with more computer functionalities and connectivity compared to an ordinary advanced mobile phone. The latest smartphones can be equipped individually with additional programmes (so-called Apps) by the user.


SME (small and medium-sized enterprises) is the collective name for companies that do not exceed defined limits regarding number of employees, sales revenue or total assets. Usually companies between 10 and 250 employees and a turnover of 2M to 50M Euro are referred to as SME.


Software is the generic term for the entity of executable programmes und the related data. It is meant to perform tasks by being evaluated by a processor and therfore influencing software-controlled devices, which constitute a part of the hardware.

Software Updates

By implementing software updates all programmes on your system can run without any problems.


Service Point


Spam describes unwanted, generally electronically transmitted messages, which are delivered to the receiver unsolicitedly and often contain advertisement.


Spyware generally describes a software that sends data of a PC user to third parties or the manufacturer of the software without his/her knowledge and agreement. It is also used to offer products to the customer directly.

SQL Server

SQL server are relational database systems ( a relational database serves as electronic data administration in computer systems), whose data can be requested and manipulated over the structured query language.

Storage Media

A storage medium stores electronic data and information.


Support describes solution-oriented advisory activity, for example in a callcenter or helpdesk.

Surfstick/USB Modem

With the help of wireless USB Modems one can have access to the internet. Via USB interface the USB modem sets up a connection between the notebook or PC and the UMTS mobile network of the USB modem provider.


A switch is a coupling element which connects network segments.


Synchronisation (equivalent to synchronising) describes the temporal coordination of processes. It also makes sure that actions occur in a specific order or at the same time, i.e. synchronously. In terms of data synchronisation, electronic information have to be balanced between terminal devices and a central system, as soon as the connection is established.


The process of synchronisation.

System Backup

A system backup produces a complete copy of a computer system (image) and saves those on an external storage media. The main aim of data backups is to secure the recent system settings in order to restore those without difficulties and promptly in the case of a system failure.

System Configuration

A system configuration means adjusting a system to the wishes and requirements of the user.

System House

A system house provides partial and complete solutions from the information technology field. As a service provider it constitutes an important brigde between different users and manufacturer of IT products (hard and software, attendance etc.).

System Performance

The system performance describes the capacity of a system to operate tasks in general or in a specific manner (fast, simultaneously, continuously). The system performance is composed by hardware components of the computer system (mainboard, processor, graphic board, active store).



A Tablet-PC is a portable computer, which can be used as a note pad among other things. It can be used by touching the screen with a finger or a special pen. Compared to notebooks the Tablet-PC can be used immediately after switching on and wothout delay.


Technology is the entity of methods for developing and producing goods and services.

Telephone System

A telephone system is a switching device which connects several terminal devices such us telephone, fax and answering machine as well as with several cables of the public telephone network.


Telephone and online support


Trojans are computer programmes that are disguised as useful applications that fulfill a harmul function without the knowledge of the user.



is to upgrade software and data to the newest version.


To upgrade products to a higher value configuration or version. The product that is being updated can be computer hard and software or tariffs of telecommunication provider.


An user is a virtual person who can interact and work in IT systems with limited acces rights. Those are being allocated by the Administrator.

User Account

With the help of an user account one can virtually interact in an IT system and work with the system. Every user account has an individual name and optionally a corresponding password.


Video Telephony

When connecting two compatible videophone devices one can estblish eye contact with the dialogue partner. Deaf people who cannot use the telephone can communicate with sign language (e.g. Skype or Facetime).


Virtualising describes methods that allow to merge and divide resources of a computer (particularly in the server sector).

Virus Protection

VoIP (Voice over IP) is making telephone calls via computer networks. The connection between the dialogue partners can be established by computers, telephones specialised on IP telephony, as well as classical telephones (only with specific adapters).


Abbreviation for the German term "Vorortsupport", that is on-site-support



Windows®is an operating system of the company Microsoft®. There are also more specific types of PDAs and Smartphones.


WLAN (Wireless Local Area Network) describes a local mobile network which enables access to the internet.


A workstation or a workplace system describes an – compared to ordinary home computers - extremely efficient computer at the workplace which can be used by one ore more people.