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Service desk glossary — terms that actually matter
Service-desk terminology can be jargon-heavy. This glossary covers the terms that actually matter, with clear definitions and context.
Written by Orbit Editorial Team
MSP & B2B service-operations writers
Reviewed for technical accuracy
Last reviewed
Quick Answer
Service-desk terminology can be jargon-heavy. This glossary covers the terms that actually matter, with clear definitions and context.
Who it's for
- Anyone new to service desk
Pain points we solve
- Jargon overload
How Orbit fits
Clear definitions, real-world context.
Capabilities
What Orbit delivers
Core terms
SLA, MTTR, FRT, incident, change, escalation.
Common use cases
When teams reach for this
- Onboarding new team members
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