Terminology

Risk intelligence: Risk intelligence is the solution that helps business continuously track, identify, avoid, or manage the impact of risk incidents, and prepare for the duration.

User: A user is someone who can log into Juvare ARC for a specific role (for example, a Contact Manager or an Incident Manager) to send out observer risk events impacting organization assets, take action to launch either notifications or incidents, manage settings, or work with contact data. In other words, they have work to do in Juvare ARC itself. A Juvare ARC user can be a contact, however, contacts are not necessarily users.

Contact: A contact is the person identified by an organization who needs to be notified through Juvare ARC. Example: Employee, Customer, Supplier, Vendor, or Contractor.

Assets: Assets are the organizational resources essential to operate and achieve organization objectives. For example, people, premises, processes, and providers.

Role: A user role is a specific role to which a user is assigned with authorized information that the user is permitted to access, use, share, and manage. A user role is assigned to users based on their job title, duties, or other criteria. Roles are typically used to present customized versions, or views, of a form template to different types of users.

Access: Access is a method of providing or limiting access based on the roles of individual users within an organization.

On Call Schedule: An on-call schedule (or on-call shift) is a schedule that ensures the right person is always available, day or night, to quickly respond to incidents and outages.

Example In hospitals, on-call doctors are assigned to attend medical emergencies during their shift.

A bi-weekly on-call schedule lets employees rotate on-call duties every alternate week.

Example A group of helpdesk employees is on call for the first week and takes off the second week, then resumes on call status the third week, and so on.

Work Shift: Work Shifts generally refer to any work schedules that are outside standard office timings. Shift work can include evening, night, and early morning shifts, as well as fixed or rotating schedules.

Staff Calendar: The dates and times when a person is supposed to work. Different calendars can accommodate the type of work, holiday schedule, or the laws of various region around work schedules.

A team calendar is a synced calendar that coworkers have access to. Businesses commonly use team calendars to keep track of schedules, time-off dates, tasks and deadlines, and anything else that's important for the entire team to know.

Content: Content is the organizational message for the stakeholders on critical events through the Juvare ARC application. Example: Rain or Flood Alert, Power or Network Failure Notification, and so on.

Contact Path: Contact paths represent a contact message receiving mode such as SMS, email, or voice call.  Many organizations use between five and ten contact paths per person. The following are some examples:

• SMS

• Personal email

• Business email

• Office phone

• Mobile phone

Incident management: Incident management is a sequence of response, recovery and restoration steps taken to identify, analyze, and resolve critical incidents, which could impact an organization if not managed. Incident management helps to restore normalcy by minimizing impact to operations and to maintain quality.

Incident phase: The incident phases are the various phases involved in an incident management like identification, containment, eradication, recovery, and restoration.

Incident task: The incident is an unplanned interruption, and creation of the incident task is used when a particular incident requires specific organizational teams to get involved in respective incident response, recovery, and restoration areas to resolve a the incident.

Incident history: Incident history is a set of data with details of an incident, documenting the history of the incident from occurrence to resolution, and includes:

• original report

• investigation

• conclusions

• remediation and verification of complete remediation

• assessment of achieved improvement resilience

Form fields: Dynamic form fields are fields that change in real-time as users fill them out. They guide the user to easily complete a form. While creating incident templates, the user can create dynamic form fields that are data-driven and responsive to user inputs.

Processes: Processes or functions that are aligned with IT organizational structure.

Example Application development is a process where various teams develop and maintain the application for a specific service. The various operations, help desk, disaster recovery, and business continuity teams may be involved in these processes. 

Services:  Each process is sub-divided into multiple services and each service is assigned to a team to develop, maintain, or operationalize it.

Staff Schedule Calendars: Each information Technology Infrastructure Library (ITIL) service is assigned to a team of members who have the required skills to manage that particular service.

Staff Schedule Calendars provide functionality to assign either regular or on-call support for a specific member of the team. 

Alerts: Alerts are the messages generated by monitoring tools for a specific service. Alerts can be classified based on their severity (critical, error, warning, information).  

IT Alerts: IT Alerts are the consolidated and automated alerts that emanate from mission-critical systems. IT alerting also focuses on communicating these alerts to incident responders.

IT Incident Analytics: IT incident analytics is a structured report of data to assess what happened, how and why it happened, and what can be done to reduce the risk of recurrence through lessons learned.

IT Integration: Integration Platform as a Service (iPaaS) provides easier means of integrating various existing IT Service Management (ITSM), IT monitoring, or IT task management tools to Juvare ARC IT Event Management.

Juvare ARC utilizes Build.io (iPaaS) via embed options, so that IT Event Management users can easily integrate their existing tools. Each service can have multiple integrations.

Event category: The various categories of business disruptive events such as facility closures, power outages, IT network or communication outages, transport disruptions, and so on.

Broadcast setting: A mass communication setting of the message template, delivery mode, delivery intervals, delivery cycle, and duration.

Example An airline company notifies its passengers of flight delays.

Simple Mail Transfer Protocol: The Simple Mail Transfer Protocol (SMTP) is an internet-standard communication protocol for electronic mail transmission. Mail servers use SMTP to send and receive mail messages. SMTP email server pertain to outgoing email.

Mail servers for outgoing email have an address that the mail client or application use that generally looks like: smtp.serveraddress.com.

Example The SMTP server Gmail uses is smtp.gmail.com.