IT glossary

Plain-English definitions of the terms that come up in managed IT, written to answer the question in the first paragraph. Each entry links to the tools and guides that put the term to work.

What is RMM? (remote monitoring and management)

RMM (remote monitoring and management) is software that lets an IT team or MSP watch and control many computers from one place.

What is PSA? (professional services automation)

PSA (professional services automation) is the business-management software MSPs run alongside their RMM: ticketing, time tracking, contracts and billing in one system..

What is EDR? (endpoint detection and response)

EDR (endpoint detection and response) records machine behaviour and reacts to suspicious activity.

What is MFA? (multi-factor authentication)

MFA (multi-factor authentication) requires a second proof of identity beyond the password, such as an authenticator app code or hardware key, so a stolen password alone is not enough to sign in..

What is patch management?

Patch management keeps operating systems and applications updated.

What is an SLA? (service level agreement)

An SLA (service level agreement) is the contractual promise about service quality: response times, resolution targets and uptime percentages, and what happens when they are missed..

What is NLA? (network level authentication)

NLA (network level authentication) makes Remote Desktop authenticate the user before a session starts, blocking unauthenticated connections to the login screen..

What is a TPM? (trusted platform module)

A TPM (Trusted Platform Module) is a security chip that stores cryptographic keys and records boot measurements.

What is BitLocker?

BitLocker is Windows' built-in full-disk encryption.

What is zero trust?

Zero trust is a security model that does not trust any connection based on network location.