ICT & Technology Glossary
Clear, concise definitions of the ICT and technology terms used across managed IT, cloud, cybersecurity, networking and telecoms.
- Managed IT Services
- The ongoing, outsourced management of an organisation's technology by a specialist provider for a fixed monthly fee, covering monitoring, support, security, patching and backup.
- Managed Service Provider (MSP)
- A company that remotely manages a customer's IT infrastructure and end-user systems proactively under a subscription and service-level agreement.
- Service Level Agreement (SLA)
- A formal agreement defining the level of service to be delivered, including response and resolution times, availability targets and responsibilities.
- Cybersecurity
- The practice of protecting systems, networks and data from digital attacks such as ransomware, phishing and unauthorised access, using layered technology, processes and people.
- Ransomware
- Malicious software that encrypts an organisation's files and systems and demands payment for their release; recovery is best assured through tested, immutable backups.
- Phishing
- A cyber-attack that uses fraudulent emails or messages to trick people into revealing credentials or installing malware; it is the most common entry point for breaches.
- Endpoint Detection and Response (EDR)
- Security software on individual devices that detects, investigates and responds to threats based on behaviour, going beyond traditional signature-based antivirus.
- Firewall
- A security device or software that monitors and controls network traffic based on rules, blocking unauthorised access while allowing legitimate traffic.
- Multi-Factor Authentication (MFA)
- A security method that requires two or more proofs of identity — such as a password plus a code from a phone — significantly reducing account-takeover risk.
- Cloud Computing
- The delivery of computing resources — servers, storage, applications and backup — over the internet, on demand, instead of from hardware you own and maintain.
- Cloud Migration
- The process of moving an organisation's systems, applications and data from on-premise infrastructure to a cloud platform, ideally in tested phases to minimise downtime.
- Hybrid Cloud
- An infrastructure approach that combines on-premise systems with public cloud, keeping some workloads local while using the cloud for others.
- Virtualization
- Technology that runs multiple independent virtual servers on a single physical machine, improving efficiency, flexibility and recoverability.
- Microsoft 365
- A Microsoft cloud subscription bundling email, Office applications, file storage and security features for collaboration from anywhere.
- Disaster Recovery (DR)
- The backups, procedures and infrastructure that restore IT systems and data quickly after a disruption such as hardware failure, ransomware or disaster.
- Business Continuity
- An organisation's ability to keep delivering its essential services during and after a disruption, covering people and processes as well as technology.
- Recovery Time Objective (RTO)
- The maximum acceptable time to restore a system after an outage; it drives the design of the recovery solution.
- Recovery Point Objective (RPO)
- The maximum acceptable amount of data loss, measured in time; an RPO of one hour means backups must run at least hourly.
- Backup
- A copy of data stored separately so it can be restored after loss; a backup is only reliable if it is recent, off-site, protected and tested.
- Immutable Backup
- A backup that cannot be altered or deleted for a set period, protecting it from ransomware and ensuring clean data is always recoverable.
- Network Monitoring
- The continuous observation of network devices, links and traffic to detect faults and performance problems before users are affected.
- Structured Cabling
- A standardised, organised approach to installing network cabling in a building, ensuring reliable, high-performance and easily-maintained connectivity.
- Enterprise Wi-Fi
- A managed wireless network using multiple coordinated access points to provide seamless, secure coverage for many users across a large area.
- VPN (Virtual Private Network)
- An encrypted connection over the internet that securely links remote users or sites to an organisation's network.
- VoIP (Voice over Internet Protocol)
- Technology that carries phone calls over the internet instead of traditional phone lines, reducing costs and adding features like call queues and mobile apps.
- 3CX
- A popular software-based business phone system (IP-PBX) that provides extensions, call queues, IVR, recording and video, running on-premise or in the cloud.
- USSD (Unstructured Supplementary Service Data)
- A GSM technology behind menu-based mobile services accessed by dialling codes like *123#, working on any phone without internet or an app.
- SMS Gateway
- A service that lets applications send and receive text messages programmatically, used for alerts, one-time passwords and notifications.
- ERP (Enterprise Resource Planning)
- Software that integrates core business operations — finance, inventory, HR, procurement — into a single system for real-time visibility.
- CRM (Customer Relationship Management)
- Software that centralises customer data and interactions to manage sales, service and marketing relationships.
- API (Application Programming Interface)
- A defined way for software systems to exchange data and functionality, enabling integrations between applications.
- Digital Transformation
- The use of digital technology to fundamentally improve how an organisation operates and delivers value, involving changes to processes and people as well as systems.
- Data Protection Act (Zambia)
- Zambian legislation requiring organisations to protect personal data with appropriate security measures and handle it responsibly.
- Endpoint
- Any device that connects to a network — such as a laptop, desktop, server or mobile — and which must be secured against threats.
- Patch Management
- The scheduled process of applying updates to operating systems and applications to fix security vulnerabilities and improve stability.
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