College of FAA: Technology Services at FAA Common Definitions

FAA Mark
This article applies only to Faculty, Staff and Students of the College of Fine and Applied Arts (FAA).
For more information, please contact Technology Services Managed IT Services via:

The following terms relate to Technology Services at FAA's policies, procedures and practices.

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FAA Admin Access
  • Administrator Account - The highest level of permission that is granted to a computer user. On home computers systems, the owner is usually the default administrator. In business and networked systems, this level of permission normally allows the user to install software, and change configuration settings. In FAA, this type of account is created if there is a specific business need for it. To request access please fill out our Administrative Access Request Form.  
  • Standard User - A standard user is prevented from performing tasks such as installing applications, while still being able to use all applications on the computer. 
Active Directory (AD) - The University uses this Microsoft directory service for authentication (determining user and computer identity) and authorization (granting appropriate user privileges). This allows users to log into the computer with their netID and AD password. 


The addition, modification or removal of anything that could have an effect on IT services. 
  • Change Management — the process responsible for controlling the life-cycle of all changes. The primary objective of change management is to enable beneficial changes to be made, with minimum disruption to IT services. 
  • Change Requester — individual or department submitting a Request for Change (RFC) 
  • Normal Change — any change that is not categorized as an emergency or standard change. 
  • Standard Change — a pre-approved change that is low risk, relatively common, follows an established procedure, and is the accepted solution to a specific requirement or set of requirements. The CAB determines which changes can be defined as a Standard Change. Standard Changes still require an Request for Change (RFC) that is approved by the appropriate MPP. 
  • Trivial Change — a change that impacts a single user or object. This change has no impact to others outside of the requestor. Examples installing new software, adding a peripheral, granting different security permissions. 
  • CRB (Change Review Board) — a subset of FAA IT staff responsible for looking at impact and nature of change then issuing approval medium changes. Issues recommendation to Director for High and Critical Changes. Also approves standard changes.
Concurrent Licensing: The phrase used to describe a type of purchase or license agreement that is based on the number of simultaneous users accessing the software. For example a 10-user concurrent use license would allow ten users to log in and use the software at one time, but the eleventh user attempting to log in would be blocked, and unable to initiate a session until one user logs out.


Event - Change Management - a change of state that has significance for the management of a configuration item or IT service.


Impact - Change Management - A measure of the effect of an incident, problem or change on business processes. Impact is often based on how service levels will be affected. Impact and urgency are used to assign priority.


Liaison Program - a service offered by FAA IT to help stay connected with units. For details on the Liaison Program, please see our  
[Link for document 63423 is unavailable at this time.]  article. 

Line Printer Daemon (LPD) - Printing - A TCP/IP printing protocol and network print server.



Print Queus - Printing - A virtual device on a print server that collects and executes print jobs on the behalf of multiple client computers. Print queues on a server allow for easier management, tracking, and installation of printers in a networked environment. 

Problem - Change Management - an unplanned interruption to an IT Service or reduction in the quality of an IT service. 

Problem Management - Change Management - The process responsible for managing the life-cycle of all incidents. The primary objective of incident management is to return the IT service to customers as quickly as possible.


Remoting - Using software on a remote server (usually located on the Urbana campus) from a client machine. For instance, all official university fiscal software will require VPN to remote into the software (such as Banner).

Request For Change (RFC) - Change Management - A formal proposal for a change to be made. A Request for Change (RFC) includes details for the proposed change, and may be recorded on paper or electronically.

Resolution Time - The maximum amount of time that should pass before your incident is resolved or service request is completed. Resolution time does not account for time spent in the pending status.

Response Time - The maximum amount of time that should pass before you are contacted by the Agent that has been assigned to your help request.

Risk - A possible event that could cause harm or loss, or affect the ability to achieve objectives. A risk is measured by the probability of a threat, the vulnerability of the asset to that threat, and the impact it would have if it occurred.


Server Message Block (SMB) -
The file sharing protocol in DOS and Windows. Software that enables users at non-Windows computers to access data in Windows machines in the network. 

Service Level Agreement (SLA) - An agreement between an IT service provider and a customer. The SLA describes the IT Service, documents service level targets, and specifies the responsibilities of the IT service provider and the customer. A single SLA may cover multiple IT services or multiple customers.

Service Requests - Help requests based on services provided in our Service Catalog. Requests from users for information using the help requesting system and based on the services in the Service Catalog.


Unit Contact Roles -
Various roles that FAA IT will contact for assistance with different aspects of providing service.
  • Assistant – Often this is the administrative person who handles calls/calendars for leadership in an organization. 
  • Financial – Contacted when accounting information is needed to complete an order (software/hardware) or for services.
  • Inventory – Handles transfer/updates/disposal of assets in Banner/FABWeb.
  • Technical – Primary contact from the Unit to IT for all things IT. This includes service outages, service upgrades, strategic planning, and more. The Technical contact also helps IT navigate the department to ensure we are communicating with the right people. 
  • Telecom Unit Contact (TUC) – Responsible for ordering Lync accounts, payments, and network ports for a unit.
  • Unit Executive Officer (UEO) – The leader of a department or his or her designates. The UEO is ultimately accountable and responsible for IT expenditures and departmental strategy. 
Urgency - Change Management - A measure of how long it will be until an incident, problem or change has a significant impact on the business.


Virtual Machine (VM) -
Allows IT to run multiple servers on the same physical hardware and allows the unit to use the hardware much more cost effectively than if they purchased their own. It also allows IT to set up the server space, attempt recover/repair issues and secure the server, in a more timely fashion. It allows IT to respond to user requests to change configurations/upgrades (such as memory increases) quickly. 
  • Managed - FAA IT maintains OS, software, backups, accounts, updates, antivirus, security, and access on the machine, as well as physical access. 
  • Unmanaged - FAA IT installs supported OS (current list) and maintains an administrative log-in. The requesting party is responsible for all other management of the VM.
Virtual Private Network (VPN) - Allows university staff and students to safely access the university systems over a public network.

For general support please contact the Technology Services at FAA Help Desk

Keywords:questions   Doc ID:63470
Owner:FAA-IT W.Group:University of Illinois Technology Services
Created:2016-05-18 09:09 CDTUpdated:2020-09-16 15:30 CDT
Sites:University of Illinois Technology Services
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