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: an agent on each machine reports inventory and health, and provides remote access for fixes..
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) is endpoint security that records behaviour on a machine and reacts to suspicious activity, going beyond signature-based antivirus..
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 is the process of keeping operating systems and applications updated: deciding what gets patched when, testing, deploying, and verifying that updates actually applied..
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 measures what booted, used by BitLocker, Windows Hello and Windows 11's hardware requirements..
What is BitLocker?
BitLocker is Windows' built-in full-disk encryption.
What is zero trust?
Zero trust is a security model where no connection is trusted for being on the right network: every access is authenticated and authorised per request, based on user and device identity..