IT Definitions and Glossary Continues..

G

gain sharing

Describes a contract that defines the vendor's contribution to the customer in terms of specific benefits to the customer's business. Such a contract also defines the payment the customer will make according to the vendor's performance in delivering those business benefits. Gain-sharing contracts require the development of a delivery paradigm that links a customer's business metrics to a vendor's IT solution. The key elements of this paradigm, in order, are:

1. Business metric definition and selection
2. Client metric benchmarking
3. Development of key performance indicators
4. Investment options evaluation
5. Gain-sharing contract development
6. Financial engineering
7. Delivery of services
8. Re-evaluation and adjustment of metrics

Galileo

A planned Global Positioning Satellite System (GPSS) of 30 low-earth orbit satellites backed by the European Union and the European Space Agency and originally due for commercial operation in 2008. Galileo was delayed by funding problems, because private enterprise had showed little interest. The European Parliament agreed with the Council of Europe in November 2007 to finance the deployment entirely from European Union funds, and after a validation phase due for completion in 2010, the service is now scheduled to go into operation in 2013. Galileo will complement the U.S. Government's GPS system, which ran into problems with development delays for replacement satellites. The Russian Global Navigation Satellite System (GLONASS) has been guaranteed funding through 2009 and is being expanded to provide worldwide coverage with the launch of additional satellites during 2009.

GAN (generic access network)

Previously known as unlicensed mobile access (UMA), this is a network architecture designed to support seamless connectivity between wide-area cellular networks, such as GSM/GPRS, and LAN technologies, such as Wi-Fi or Bluetooth – it is an example of fixed-mobile convergence. See also FMC.

gateway

1. A computer that sits between different networks or applications. The gateway converts information, data or other communications from one protocol or format to another. A router may perform some of the functions of a gateway. An Internet gateway can transfer communications between an enterprise network and the Internet. Because enterprises often use protocols on their local-area networks (LANs) that differ from those of the Internet, a gateway will often act as a protocol converter so that users can send and receive communications over the Internet.
2. A product or feature that uses proprietary techniques to link heterogeneous systems.

gateway server

A server designed to transform data streams to better match device capabilities. For example, Wireless Application Protocol (WAP) gateway servers convert HTML to Wireless Markup Language (WML) for wireless devices, and a number of products can reformat HTML for devices such as mobile phones and personal digital assistants (PDAs). Today, HTML-based servers predominate. While HTML can be made aware of a unique device requesting content, more often "shadow" Web server applications are created to draw off and reformat the native content.

gateway (transcoding) server

Server designed to transform data streams to better match device capabilities. For example, Wireless Application Protocol (WAP) gateway servers convert HTML to Wireless Markup Language (WML) for wireless devices, and a number of products can reformat HTML for devices such as mobile phones and PDAs. Today, HTML-based servers predominate. HTML can be made aware of a unique device requesting content; however, more often, "shadow" Web server applications are created to draw off and reformat native content.

gemba

Japanese term for "actual place" but frequently used as "the shop floor" in the lean paradigm.

gemba walk

See Waste Walk.

GEO (geosynchronous orbit)

Orbital plane that is geosynchronous with the earth's equatorial plane (that is, zero inclination), also known as the Clarke Belt, named after Arthur C. Clarke. It is also an object orbiting the earth at the earth's rotational speed and with the same direction of rotation.

geofencing

Creating a virtual boundary in which a device, individual or asset can be tracked and monitored or detected if the boundary is violated. Examples are the tracking of pets, children and Alzheimer's patients, criminals sentenced to home detention, trucks and high-value cargos.

geostationary satellite

Satellite that appears to be located at a fixed point in space when viewed from the earth's surface. Satellites located in geosynchronous orbit move in time with the rotation of the earth. Geostationary satellites are located 22,237 miles above the earth's surface. Most VSATs and DBS satellites are placed in geosynchronous orbits (GEOs). See also DBS and VSAT.

gesture recognition

Camera-based application that identifies and interprets user motions.

GGSN (gateway GPRS support node)

Provides a gateway between the GPRS mobile network and packet-based public data networks, such as the Internet. It also screens and maps addresses while supporting a number of serving GPRS support nodes (SGSNs).

global delivery model

We defines a global delivery model as "the optimum combination of processes, end-to-end methodologies and quality procedures, with high-quality skills and resources available internally or externally, in requisite quantities, on a global basis, that enables organizations to maximize the quality of their solutions while minimizing the overall cost and delivery time of their IT services."

governance

See Our IT governance definition.

GPO (group purchasing organization)

An organization that provides collective buying service negotiations for its aggregate members with distributors and manufacturers of medical supplies.

GPS (global positioning system)

Describes a technology as well as an existing satellite system for assessing the location of any compatible receiver unit, using satellites to provide 24-hour positioning information regardless of the weather. GPS works on the principle of triangulation; by knowing its distance from three or more satellites, the receiver can calculate its position. The term most commonly refers to the satellite constellation provided by the U.S. government for military and widespread civilian use. This system will be complemented and possibly superseded by the Galileo System of 30 satellites, backed by the European Union and the European Space Agency, which is due for commercial operation in 2013. Russia operates an equivalent GPS known as GLONASS. See also LBS.

granularity

The ability to increase a system's capacity and performance through incremental processor expansion.

gray market

Describes the import and sale of mobile devices outside regular commercial channels as defined by the original manufacturer or the relevant government, creating a parallel market to authorized distribution channels.

gray scale

A range of gray tones used to create a monochrome image.

green belt

Designation in Six Sigma of a practitioner who has achieved the basic understanding of Six Sigma techniques and is qualified to lead Six Sigma process improvement projects.

gross new connections

Total number of new connections to a network in a given year.

ground segment

All earth stations and network operation centers on the ground that comprise a particular satellite communications system or network. The ground segment can be connected to an end user's equipment directly or over a terrestrial network.

groupware

Software that supports interpersonal processes and the objects with which people commonly work. Groupware was originally coined to describe a new class of applications designed to provide electronic support for groups of individuals working together toward a common goal. The term has been applied to applications ranging from unstructured electronic mail to rigorously structured workflow systems. Groupware is more useful as a concept when it is broken down into three major stages: communication, coordination and cooperation. In this light, groupware applications can be viewed in terms of the degree of structure in the group interaction and in the complexity of that structure, and the rigor with which the activity itself is monitored.

GRX (GPRS roaming eXchange)

Standard defined by the GSM association that enables customers to access GPRS data services while roaming away from their home network.

G.SHDSL (global standard high-bit-rate DSL)

Global standard high-bit-rate DSL (G.SHDSL) offers data rates of up to 2.31 Mbps over a single copper pair and up to 4.6 Mbps over two pairs.

GSM (global system for mobile communications)

Digital cellular phone system standard that originated in Europe and extends to 860 networks in 220 countries and territories. GSM uses a TDMA radio propagation scheme. In Europe and Asia/Pacific, GSM has been deployed at 900MHz and 1,800MHz, with 1,900MHz most common in North America (see also GSM900, GSM1800 and GSM 1900). Multi-frequency handsets are available that support international roaming among these standards.

GSM900

GSM system operating in the 900MHz frequency band. In many GSM900 countries, GSM1800 also has been deployed to support additional operators or additional capacity. Therefore, most handsets in these countries are dual-band.

GSM1800

GSM system operating in the 1,800MHz frequency band. The standard previously was referred to as DCS 1800.

GSM1900

GSM system operating in the 1,900MHz frequency band. This variant of GSM technology is deployed widely in North America. GSM 800, a GSM variant for 800MHz frequencies, has been deployed, but not widely.

GSM anywhere

An initiative, supported by ETSI, to provide GSM network functionality using frequencies outside the 900MHz, 1,800MHz and 1,900MHz allocations. An example is the reuse of analog cellular phone frequencies in the 450MHz band in Scandinavian countries.

guard interval

Specified period of time used to separate transmissions so that they do not interfere with each other. In IEEE 802.11n, the guard interval has been reduced from 800 ns to 400 ns to boost the throughput. Also used in TDMA transmissions. See also 802.11n and TDMA.

GUI (graphical user interface)

A graphics-based operating system interface that uses icons, menus and a mouse (to click on the icon or pull down the menus) to manage interaction with the system. Developed by Xerox, the GUI was popularized by the Apple Macintosh in the 1980s. At the time, Microsoft's operating system, MS-DOS, required the user to type specific commands, but the company's GUI, Microsoft Windows, is now the dominant user interface for personal computers (PCs).

A comprehensive GUI environment includes four components: a graphics library, a user interface toolkit, a user interface style guide and consistent applications. The graphics library provides a high-level graphics programming interface. The user interface toolkit, built on top of the graphics library, provides application programs with mechanisms for creating and managing the dialog elements of the windows, icons, menus, pointers and scroll bars (WIMPS) interface.

The user interface style guide specifies how applications should employ the dialog elements to present a consistent, easy-to-use environment (i.e., "look and feel") to the user. Application program conformance with a single user interface style is the primary determinant of ease of learning and use, and thus, of application effectiveness and user productivity.

H

hand-off

Process of transferring a mobile telephone call from one cell to another without dropping the call. Cellular users may traverse several cells during a conversation, sometimes requiring a high-speed handoff in a moving vehicle. A soft handoff entails establishing a second radio link with the mobile device before the first link is severed.

haptics

The use of tactile interfaces (for example, vibration or pressure) to provide touch or force feedback as part of the user interface.

hardware and software maintenance services

Maintenance services include both hardware maintenance and support services, and network software maintenance and support services.

Hardware maintenance and support services are preventive and remedial services that physically repair or optimize hardware, including contract maintenance and per-incident repair. Hardware support also includes online and telephone technical troubleshooting and assistance for setup, and all fee-based hardware warranty upgrades.

Sales of all parts are also included, exclusive of parts bundled with maintenance contracts. This segment includes only external customer spending on these services.

Software maintenance and support services include long-term and pay-as-you-go (incident-based) support contracts. Software support contracts include remote troubleshooting and support provided via the telephone and online channels, as well as installation assistance and basic usability assistance. In some cases, software support services may include new product installation services, installation of product updates, migrations for major releases of software and other types of proactive or reactive on-site services. Software products and technologies covered under this category include operating systems and infrastructure software. Software support services do not include the purchase of subscriptions that provide entitlement and rights to use future minor versions (point releases) or future major releases of software.

hardware maintenance and support services

These are preventive and remedial services that physically repair or optimize hardware, including basic installation, contract maintenance and per-incident repair – both on-site and at a centralized repair depot. Hardware support also includes telephone technical troubleshooting and assistance for setup and all fee-based hardware warranty upgrades. Exclusive of parts bundled into maintenance contracts, sales of all parts used to repair high-tech equipment in carry-in, mail-in or per-incident on-site delivery models, or purchased by the internal staff to perform the repair, are included.

The segments covered in the hardware maintenance and support services are defined in the following sections. This segmentation maps to Gartner's high-level segmentation for computing and telecom hardware products.

HCM (human capital management)

Human capital management (HCM) is a set of practices related to people resource management. These practices are focused on the organizational need to provide specific competencies and are implemented in three categories: workforce acquisition, workforce management and workforce optimization. The applications that help to enable human capital management include:

• Core administrative support
• Personnel administration
• Benefits administration
• Payroll
• Portal/employee self-service
• Service center
• Strategic HCM support
• Workforce planning
• Competency management
• Performance management
• Compensation planning and strategy
• Time and expense management
• Learning (education and training)
• Recruitment (hiring and recruitment)
• Onboarding
• Contingent workforce management
• Organization visualization
• Other HCM
• Reporting and analytics (workforce analytics)
• Workflow

HCPCS (Healthcare Procedural Classification System)

One of the standard code formats and definitions included in the Uniform Billing Codes.

HDML (handheld device markup language)

Device- and network-independent language developed by Openwave for Web programming on a handheld device with limited memory and display, such as a cellular phone.

HEDIS (Health Plan Employer Data and Information Set)

A set of standardized performance measures designed to provide purchasers and consumers with the information they need to reliably compare healthcare organizations' performance. HEDIS 99 contains measures that cover prevention, acute and chronic care – including mental health and chemical dependency – across a full range of care settings (physician office, clinics and hospital outpatient care, inpatient acute and nonacute care, and behavioral health).

heijunka

Production approach that focuses on producing flow, smoothness within an operation.

help desk

The first point of contact for all technical and end-user support issues, it includes Tier 1 and Tier 2 support levels. Tier 1 is the first point of contact. Tier 2 help desk analysts have more in-depth technical knowledge or specialized expertise.

help desk management

These services provide centralized information and support management service to handle a company's internal or external queries and operational problems about IT-related processes, policies, systems and usage. Services include product support capabilities, including elements of hardware and software support, logging of problems, and results analysis (results analysis means analyzing the results of calls taken to resolution of those calls for entry into self-help database, problem trends to suggest permanent fixes and so forth); dispatch of service technicians or parts; training coordination; and other IT-related issues.

HI (healthcare infomediary)

An entity that captures healthcare usage data, which then can be used to profile consumer purchasing and usage patterns. Once it creates a consumer profile, a HI can act as an agent that connects the consumer to healthcare entities that offer services aligned with the consumer's lifestyle.

HIAA (Health Insurance Association of America)

hierarchical database

A database that is organized in a tree structure in which each record has one owner. Navigation to individual records takes place through predetermined access paths.

hierarchical storage management and archive software

Hierarchical storage management products operate on defined storage policies that provide for the automatic migration of files to secondary storage. Archiving products provide for the storing of a point-in-time version of a file for historical reference. Active archiving products provide special technology for searching and viewing archived data. Included are e-mail, database, file, IM, BlackBerry and SharePoint archiving products.

highlight color

A two-color printing scheme found in some transactional documents, such as bills and statements. Black is the first color. The second color is used for emphasis or to highlight important information, such as the due date. The second color can also be used to match the corporate color scheme, in which the company name, logo or other elements are printed. We classifies highlight color devices as "monochrome" in the market data and forecast estimates it publishes.

high performance workplace

A physical or virtual environment designed to make workers as effective as possible in supporting business goals and providing value. A high-performance workplace results from continually balancing investment in people, process, physical environment and technology, to measurably enhance the ability of workers to learn, discover, innovate, team and lead, and to achieve efficiency and financial benefit.

HIMSS (Health Information and Management Systems Society)

An industry association that offers a variety of publications, educational programs and services related to healthcare information systems. Its members contribute to the development of such technologies as telemedicine, computer-based patient records, community health information networks and portable/wireless healthcare computing.

HIPAA (Health Insurance Portability and Accountability Act)

HIPAA, which became effective in August 1997, calls for electronic data interchange (EDI) use in medical transactions and also calls for protecting patient healthcare information. Enterprises face fines of up to $250,000 and 10 years imprisonment for wrongfully disclosing patient information.

HIS (hospital information system or healthcare information system)

The IT applications used to manage hospital operations (e.g., patient financials, registration, scheduling, general financials, back-office systems and order communications).

Database in a wireless network containing customer data, including service entitlements and call-routing information. In combination with the International Mobile Subscriber Identity (IMSI), it provides the network mechanism for the cell-to-cell handover of calls and for local and international roaming.

hoshin

A system of planning that focuses resources on attainment of both strategic and tactical objectives. Also known as "policy development" or hoshin kanri.

hot spot

Area, often public, such as an airport, coffee shop or convention center, that is covered with a WLAN service. This service is available for the public to use for a nominal charge, for free or as a premium service.

HR disintermediation

The practice of bypassing the HR department to define and implement technology practices to support human capital management (HCM) issues. When no clear HCM strategy is in place, business leaders formulate departmental plans and adopt the technologies they feel they need to support individual and group responsibilities for enterprise performance.

HRMS (human resource management system)

Business applications for the management of HR-related transactions, best practices and enterprise reporting. Functions typically include core HR tracking, payroll and benefits. The scope is often extended to include recruiting, competency management, training, time management, performance management and self-service offerings.

HSDL (high-speed subscriber data line)

A local phone line with full-duplex TI capabilities. As corporate intranets grow, bigger "pipes" are needed to maintain network performance. The use of inverse multiplexers that combine multiple E1 circuits will be the best way to deliver that bandwidth between the user site and the carrier's central office. But the use of HSDL technology, as an alternative to inverse multiplexing of E1 circuits, will be a "dark horse" alternative to inverse multiplexing. Unlike inverse multiplexing, HSDL would require new support systems and maintenance procedures.

HSM (hierarchical storage management)

A storage management technology that can be used to identify inactive data and move it to near-line storage, automate the retrieval process, and migrate the data back to the primary storage medium and provide access for the user.

HTML (Hypertext Markup Language)

A document-formatting language derived from the Standard Generalized Markup Language (SGML), predominately used to create Web pages. The user's browser interprets HTML commands and formats the page layout, fonts and graphics on the screen. One of the more powerful features of HTML is its ability to create hyperlinks that enable the user to navigate between documents and files with a single click. HTTP is also sometimes used for messaging attachments as a way of supporting rich text formatting across product boundaries.

HTML that is generated by a program or service is considered "dynamically generated HTML," which has been confused with the Netscape and Microsoft technology called dynamic HTML (DHTML). These technologies offer client-side mechanisms for enhancing the capabilities of the Web browser and HTML documents. Dynamically generated HTML might contain DHTML, but they are not the same thing.

hub

A central device, usually in a star topology local-area network (LAN), to which each station's wiring is attached. Also called wiring concentrator. See intelligent hub.

HUD (head-up display)

A generic term for a display for which the user does not have to change his/her normal viewing position to see it. Personal head-up displays, for example, use optics mounted near the eye (on eyeglasses or a headset) to project the screen image. Although the physical display is small, the user has the illusion of watching a larger screen several feet away from the eye. This can be delivered as a display that blocks the user's vision or one that superimposes the computer image over the user's view of the real world.

hybrid thinking

Gartner defines the concept of hybrid thinking as an organic discipline for taking on wicked problems by iteratively implementing transformative, innovative, and strategic change via the co-creative exploration of human-centered experiences that are culturally meaningful, technically feasible, and economically sustainable.

hybrid modeling

A term, coined by Gartner, that is used to signify second-generation, dimension-driven, constraint-based solids modeling technology beyond first-generation parametric modeling. Hybrid modelers offer multiple design input mechanisms, flexible constraint management, and robust interoperability with legacy computer-aided design (CAD) data.

Hype Cycle

A Gartner model designed to help clients make intelligent decisions about when to implement emerging technologies. The Gartner Hype Cycle provides not only a scorecard to separate hype from reality, but also a model that can be used to decide when it makes sense for an enterprise to move forward with a new technology. The five phases in the Hype Cycle are:

• Technology trigger
• Peak of inflated expectations
• Trough of disillusionment
• Slope of enlightenment
• Plateau of productivity

hyperlink

An area on a Web page that, when clicked on with a mouse, will transport the user to another Web page. Also called "links" or "hot links," hyperlinks are analogous to hypertext. Hyperlinks are commonly used on the Web to provide navigation, reference and depth where published text cannot. A hyperlink can be created from text or from a graphic.

hyperprotocol

A file transfer protocol that sends data in a steady stream, rather than in packets, with built-in error correction and data compression.

hypertext

Software technology used to create and store simple and complex navigational paths across computerized data. When the text is "clicked on," it can enable a user to navigate within or between Web pages.

I

IAE (integrated applications environment)

An environment with a strong integrated development environment (IDE), application server, middleware, and the "glue" (or framework) to provide for integrating all applications development (AD) facilities.

IAM (identity and access management)

See Our identity and access management definition.

IB (integration broker)

Also called an interface engine or a message broker, an IB is a third-party intermediary that facilitates interactions between applications. IBs minimally provide message transformation and routing services. They mostly communicate program to program; they integrate previously independent applications at the application-logic level of the software design.

An assembly of electronic circuits contained on a single piece of semiconductor material.

iChat

Apple's Macintosh OS client for AIM.

IDA (Infocomm Development Authority of Singapore)

Statutory board of the Singapore government, operating under the Ministry of Information, Communications and The Arts (MICA). The IDA is a single agency for the integrated planning, policy formulation, regulation and industry development of the IT and telecommunications sectors in Singapore. See also MICA.

IDARS (integrated document archive and retrieval system)

A consolidated system for storage, access, management and viewing of data that is often print-stream-originated. Leading uses of IDARS include mission-critical customer service support, electronic bill presentment, management and distribution of report data (e.g., mainframe output, transaction logs and financial reports) and long-term archiving of historical data.

IDE (integrated development environment)

Environments for writing application logic and designing application interfaces. They contrast with integrated application environments (IAEs) by their lack of solutions that include application servers (with a run-time framework or middleware component) and a development framework (e.g., with integrated testing, project and process management, software configuration management, component design and assembly).

IDEF (Integrated Definition Methodology)

The most commonly used representation standard for data models.

iDEN (integrated digital enhanced network)

Wireless technology developed by Motorola that combines the capabilities of a digital cellular telephone, two-way radio, alphanumeric pager and data/fax modem. iDEN can be operated in the 800MHz, 900MHz and 1.5GHz bands and is based on TDMA and GSM architectures. iDEN's main differentiating feature is the built-in PTT function, such as that offered by Nextel.

identity and access management (IAM)

Identity and access management (IAM) is the security discipline that enables the right individuals to access the right resources at the right times for the right reasons...

• Read the full identity and access management definition

IDL (interface definition language)

A standard language for defining objects' abstract descriptions in terms of their external interfaces (i.e., methods and parameters). The IDL compiler will create relevant runtime static and dynamic interface binding information.

IDM (integrated document management)

A vital class of middleware services that integrates library services, document-manufacturing and document-interchange technologies with critical business-process applications. The term "integrated" describes the transformation of document management from an end-user application to a network-based service integrated with a full complement of end-user personal-productivity and custom-developed applications.

IDN (Integrated Digital Network)

A network employing both digital switches and digital transmission.

IDS (integrated delivery system)

A coordinated system for healthcare delivery that includes hospitals, clinics and physician practices.

IDS (Internet document security)

Services that provide a core set of capabilities required to enable business communications to move in a secure electronic form over the Internet.

IE (information engineering)

A methodology for developing an integrated information system based on the sharing of common data, with emphasis on decision support needs as well as transaction-processing (TP) requirements. It assumes logical data representations are relatively stable, as opposed to the frequently changing processes that use the data. Therefore, the logical data model, which reflects an organization's rules and policies, should be the basis for systems development.

IEEE (Institute of Electrical and Electronics Engineers)

Nonprofit professional association of scientists and engineers founded in 1963 with more than 365,000 members in 150 countries. It is best known for setting global standards for computing and communications and has 1,300 standards and projects under development.

IEFM (integrated e-form management)

A Gartner concept that describes a system designed for creating and administering e-form applications using installed databases, messaging, document management and workflow infrastructures.

ILPT (instructor-led practical training)

A training method that has some lectures and discussions, but concentrates on giving trainees many chances to practice what they are learning in a risk-free situation.

ILTC (instructor-led training in the classroom)

The most common form of training. It uses lecture sessions and discussions to convey information. It is most commonly used for briefings and high-level education, but many commercial training courses also use this method.

IM (information management)

A method of using technology to collect, process and condense information with a goal of efficient management. Most large enterprises have a central IM function to facilitate this coordination. The primary technologies needed are contained in a set of modeling tools that either have or interface to a production-worthy repository where the information is stored and managed. The repository and tools must be capable of receiving information in a "top-down," "bottom-up" or "middle-out" evolutionary manner.

IM (instant messaging)

IM is a communications service in which short messages appear in pop-up screens as soon as they are received, thereby commanding the recipient's immediate attention. Most IM services offer presence information that indicates if the user is online and available to send and receive messages. These services also provide "buddy lists" that are groups of people who have been selected by the user for frequent access, as well as group-based chat services. Enterprise IM provides real-time message passing within private and public networks.

IMAP (Internet Message Access Protocol)

A protocol used to access e-mail or bulletin board messages from a (possibly shared) mail server. IMAP allows a client e-mail program to access remote message stores as if they were local. E-mail stored on an IMAP server can be manipulated from a workstation at the office, a desktop computer at home or a notebook computer while traveling, without requiring the transfer of messages or files back and forth between these computers. Details of the IMAP specification can be found at www.imap.org.

IMEI (international mobile equipment identifier)

Unique identity number assigned to a GSM device that can be recognized and blocked by the network to which it is connected. It is useful for fraud prevention and to bar access using a stolen phone. See also IMSI.

IMS (IP multimedia subsystem)

Next-generation application delivery architecture. In the IMS architecture, applications can be created, controlled and changed, regardless of the kind of network or platform on which they run. IMS promises to bring flexibility, operational effectiveness, openness and standardization to the delivery of applications across fixed and mobile networks. It specifies a Session Initiation Protocol (SIP)-based control layer, with open interfaces to the transport and services layers above, and has a centralized end-user profile depository. IMS is aimed at bringing improved interoperability among networks and offers carriers control over applications on a per-session basis for increased flexibility. There are three logical elements within the IMS architecture: the session control layer, the interworking or gateway layer and the application layer.

IMSI (international mobile subscriber identity)

Unique number of up to 15 digits assigned to each GSM connection, containing country code, network operator code and mobile device number. See also HLR and IMEI.

IMT-2000 (international mobile telecommunications-2000)

ITU's name for a family of 3G cellular standards. It is aimed at providing a standard framework for worldwide wireless access that links the diverse system of terrestrial- and satellite-based networks.

IMT-A (international mobile telecommunications advanced)

In December 2005, IMT-A became the ITU's official term for 4G mobile telephony. ITU defines the objectives of IMT-A as providing throughout of up to 100 Mbps for a moving mobile device and 1 Gbps for a static device. See also 4G and LTE.

incentive compensation management

These applications manage and administer compensation plans, quotas, crediting and adjustments, while processing commissionable transactions for direct and partnered sales organizations generating transaction registers and commission statements. They provide extensive reporting and ad hoc query capabilities for sales management and finance, as well as "what if" modeling for financial analysis and plan design.

indirect channel

This is a channel through which independent third-party organizations resell products. In software markets, value-added resellers (VARs) and system integrators are two typical examples of the indirect channel:

• Dealer – This is a group of resellers including independent, regional and national organizations that normally sell products and services to the business, education and government sectors. Client meetings are typically scheduled ahead of time and are most often solicited by an outbound sales force. Dealers usually provide a low level of service, training and customer assistance, and other value-added services.
• Vendor-specific agent – This is a reseller dedicated to selling one vendor's products. The reseller store will carry the logo and products of that vendor but is not owned by the vendor (for example, some Xerox copier resellers in the U.S.).
• Indirect fax/phone/Web – This is a channel through which resellers sell a variety of products to end users through the use of the telephone, Web, fax, fax back and mail, including catalog sales. This is different from the direct fax/phone/Web channel in that the products are sold by resellers rather than direct from the vendor.
• VAR – This is a reseller that usually is not a storefront operation and typically acts as a consultant to clients. To qualify as a VAR, a reseller must have developed or configured some type of software package targeted at a particular market or offer significant integration expertise to the customer.
• VARs typically generate 40% or more of their revenue from custom products, service and support. VARs do not apply their label to the product and may not own the hardware or software.
• System integrators – These are system vendors and independent service providers that supply professional services to apply, migrate and integrate technology into business processes.
• Hosting and application service providers – These providers offer access to software over a network and may not include customization services.

information access with search

Information access technologies interact with applications such as document management, Web content management and other repositories to provide users with insight into their content. Increasingly, information access technology is also expected to include results from enterprise applications, such as CRM and legacy systems. In addition, it looks outside enterprises to access Internet-based content. Information access technology is often acquired as an embedded aspect of other applications, and portal, ECM, business application and other vendors frequently include enterprise search as part of their products.

The first and most mature information access technology is search engine technology. It is typically applied to unstructured data in document repositories. It includes both enterprise and desktop search. Increasingly, automatic categorization, creative visualization, content analytics and taxonomy support technologies are being added to this category.

information architecture

All the sources of information – including paper, graphics, video, speech and thought – that define the enterprise are represented by this layer of applications architecture. It also defines the sources and destinations of information, its flow through the enterprise, as well as the rules for persistence, security and ownership.

information (knowledge) assets

Information relevant to an enterprise's business function, including captured and tacit knowledge of employees, customers or business partners; data and information stored in highly-structured databases; data and information stored in textual form and in less-structured databases such as messages, e-mail, workflow content and spreadsheets; information stored in digital and paper documents; purchased content; and public content from the Internet or other sources.

information/data governance

Information governance is the specification of decision rights and an accountability framework to encourage desirable behavior in the valuation, creation, storage, use, archival and deletion of information. It includes the processes, roles, standards and metrics that ensure the effective and efficient use of information in enabling an organization to achieve its goals.

information delivery

• Reporting – Reporting provides the ability to create formatted and interactive reports, with highly scalable distribution and scheduling capabilities. In addition, BI platform vendors should handle a wide array of reporting styles (for example, financial, operational and performance dashboards).
• Dashboards – This subset of reporting includes the ability to publish formal, Web-based reports, with intuitive displays of information, including dials, gauges and traffic lights. These displays indicate the state of the performance metric compared with a goal or target value. Increasingly, dashboards are used to disseminate real-time data from operational applications.
• Ad hoc query – This capability, also known as self-service reporting, enables users to ask their own questions of the data, without relying on IT to create a report. In particular, the tools must have a robust semantic layer to allow users to navigate available data sources. In addition, these tools should offer query governance and auditing capabilities to ensure that queries perform well.
• Microsoft Office integration – In some cases, BI platforms are used as a middle tier to manage, secure and execute BI tasks, but Microsoft Office (particularly Excel) acts as the BI client. In these cases, it is vital that the BI vendor provides integration with Microsoft Office, including support for document formats, formulas, data "refresh" and pivot tables. Advanced integration includes cell locking and write-back.

infrastructure software

This segment includes AD and application integration and middleware (AIM) software, information management software, storage management software, IT operations management and security software, and other infrastructure software.

• Application development and AIM software services – The AD software market comprises tools that represent each phase of the software development life cycle (application life cycle management [ALM], design, construction, automated software quality and other AD software). The Application Infrastructure and Middleware market segment includes business process management (BPM)-enabling technologies, integration-enabling middleware, platform middleware, portals and Web 2.0 infrastructure, and various additional products grouped together as "other AIM." Integration-enabling middleware is software that enables independently designed applications, software components or services to work together, by supporting data consistency, composite application and multi-step process styles of integration.
• Information management software services – This software market is defined by Data Management and Integration software and includes Data Integration Tools, Data Quality Tools and Database Management Systems. The discipline of data integration comprises the practices, architectural techniques and tools for achieving the consistent access and delivery of data across the spectrum of data subject areas and data structure types in the enterprise to meet the data consumption requirements of all applications and business processes. Traditionally aligned with cleansing of customer data (names and addresses) in support of CRM-related activities, the tools have expanded well beyond such capabilities, and forward-thinking organizations are recognizing the relevance of these tools in other data domains. A database management system (DBMS) is a product used for the storage and organization of data that typically has defined formats and structures. DBMSs are categorized by their basic structures and, to some extent, by their use or deployment.
• Storage management software services – The storage management software market includes all software products that are sold as value-added options to run on a server, storage network device or storage device to aid in managing the device or managing and protecting the data. Storage management software represents all the tools needed to manage capacity, performance and availability of data stored on disks, tapes and optical devices, as well as the networking devices that the data may pass through.
• IT operations management and security software services – IT operations management (ITOM) software is intended to represent all the tools needed to manage the provisioning, capacity, performance and availability of the computing, networking and application environment. Security software is included to control and monitor access to internal and external IT resources.
• Other infrastructure software services – Other infrastructure software includes, but is not limited to, clustering and remote control software, directory servers, OS tools, Java license fees, mainframe infrastructure, and mobile and wireless infrastructure, as well as other infrastructure software.
• Operating system software – An OS is software that, after being loaded into the computer by an initial boot program, manages a computer's resources, controlling the flow of information into and from a main processor. OSs perform complex tasks, such as memory management, control of displays and other input/output peripheral devices, networking and file management, and other resource allocation functions between software and system components. The OS provides the foundation on which applications, middleware and other infrastructure components function. OS usually provides user interfaces, such as command-line shell and GUI, for interaction between user and computer. The four most common subcategories of operating systems include Linux, Unix, Windows and mainframe OS.

INSPECT

Gartner's iterative framework for planning and executing application change. The letters stand for: Inventory, Scope, Parse, Examine, Consider options, Tactical solutions.

integrated carrier

An entity that owns/operates both fixed-line and mobile network infrastructure and provides aforementioned services (fixed and mobile).

integrated software

A business software productivity program that incorporates a number of applications (typically word processing, database management, spreadsheet, graphics and communications) into one product, allowing data sharing between all or most modules.

integration

Integration services are detailed design and implementation services that link application functionality (custom software or package software) and/or data with each other or with the established or planned IT infrastructure. Specific activities might include project planning, project management, detailed design or implementation of application programming interfaces, Web services, or middleware systems.

integration appliances

An integration appliance can be regarded as a combination of hardware and software that fulfills a specific integration purpose, such as enabling the partially predefined integration of certain applications together with new ones. It is not uncommon to see packaged integration, packaged processes, and SOA governance mechanisms and technologies alongside traditional appliance technologies, such as acceleration, transformation, XML parsing and security features, such as firewalls and packet inspection. An appliance can be regarded as one type of deployment mechanism, along with the more traditional packaged software, SaaS and hosted models.

intellectual property

Intellectual property traditionally includes assets that are protected through regulatory methods such as patents, copyrights and regulatory licenses; however, this protection is being expanded to include software and business processes when these can be demonstrated to be original, novel and non-obvious. Customer intelligence and business intelligence may be considered intellectual "property" by its owner, depending on its value to enterprise competitiveness and its integration into business processes.

Internet

A loose confederation of independent yet interconnected networks that use the Transmission Control Protocol/Internet Protocol (TCP/IP) protocols for communications. The Internet evolved from research done during the 1960s on a network called the ARPANet. It provides universal connectivity and three levels of network services: connectionless packet delivery, full-duplex stream delivery, and application-level services.

Internet telephony

Term used to describe packetized IP voice traffic sent over the Internet (as distinct from a private or managed IP telecommunications infrastructure). When used to enable Internet telephony from a PC, it requires client software on the PC such as Skype, plus a broadband connection with minimal latency. See also IP telephony and VoIP.

interoperability

The ability for a device from one manufacturer to work with one from another.

intranet

A network internal to an enterprise that uses the same methodology and techniques as the Internet. It is not necessarily connected to the Internet and is commonly secured from it using firewalls. Intranets often use an organization's local-area networks (LANs) or wide-area networks (WANs). Services include Web sites, collaboration, workflow and messaging services, and applications development.

I/O (input/output)

The activity of sending information to or from peripheral devices, terminals, direct-access storage devices (DASDs), tape drives and printers. Physical I/O performance lags behind that of memory and logical technologies.

I/O bound

Refers to programs with a large number of I/O (input/output) operations, which slow the central processing unit (CPU).

I/O channel

Equipment forming part of the input/output system of a computer. Under the control of input/output (I/O) commands, the channel transfers blocks of data between main storage and peripherals.

IP (Internet Protocol)

Transmission Control Protocol/Internet Protocol (TCP/IP) tracks the address of nodes, routes outgoing messages, and recognizes incoming messages. Current networks consist of several protocols, including IP, Internetwork Packet Exchange (IPX), DECnet, AppleTalk, Open Systems Interconnection (OSI) and LLC2. This wide diversity of protocols results from application suites that assume their own particular protocols. Collapse from this wide variety is inevitable, but users will only be able to reduce this diversity, not eliminate it. Most users will collapse networks into two main protocols: IP and IPX. Installed-base applications and the pain of change will prevent a total reduction to a single backbone protocol.

IPA (integrated publishing architecture)

A Gartner concept that defines the creation, assembly and production functions to support the complete document life cycle. Creation includes document component modeling, authoring, content identification, revision, review and approval; assembly includes document aggregation modeling, on-demand document construction and database interchange; and production includes composition, layout and file formatting for multiple communication channels.

IP address (Internet Protocol address)

A unique number assigned by an Internet authority that identifies a computer on the Internet. The number consists of four groups of numbers between 0 and 255, separated by periods (dots). For example, 195.112.56.75 is an IP address.

IP Centrex platforms

IP Centrex platforms offer a broad range of PBX replacement and new services. These products typically work with a variety of end-user devices and interfaces, including analog and digital phones, IP desktop phones, PDAs and mobile phones, all of which are widely used in enterprises.

These platforms offer a wide variety of enhanced features, such as: unified messaging (including visual voice mail); click to talk; enhanced find-me/follow-me capabilities; Microsoft Outlook integration, with "click to call" features; the ability to return calls and voice mail from a browser; Web-based call management to monitor and control service features and capabilities; automatic call distribution capabilities; selective call acceptance; collaborative applications; presence management; and instant messaging.

IP datacasting

IP datacasting uses DVB-H technology to transmit digital multimedia data to mobile devices in the form of IP datagrams. Content can be optimized for mobile handsets by adapting it to their small screens.

IP-enabled PBX

A customer-premises telephone switching system that has native IP switching and a TDM switching matrix, each delivering call-processing features and functions transparently between internal extensions (stations), whether the endpoint is an IP or traditional device. Typically, an IP-enabled product starts life as a traditional PBX, but is further developed to include IP capabilities. The traditional TDM switching matrix remains a part of the architecture, but a server-based processor capable of delivering voice traffic via packet switching has been added.

IP-enabled PBX/KTS IP extension line

A line attached to an IP-enabled PBX phone system that terminates with an IP phone or voice endpoint.

IP-enabled PBX/KTS traditional extension line

A line attached to an IP-enabled PBX phone system that terminates with a digital or an analog (non-IP) phone set.

IP extension line

A line that terminates with an IP phone or voice endpoint that was shipped, installed, and in use and attached to an IP-enabled PBX or IP-PBX phone system.

IP multimedia subsystem session control layer

IP Multimedia Subsystem (IMS) is a standardized, open architecture based on SIP and the Diameter authentication, authorization and accounting (AAA) protocol. IMS defines how applications and services are delivered to customers, regardless of which network they run on. It separates session control from the actual applications for maximum flexibility, and can be used for centralized user profiles. It helps carriers to control sessions and provides the ability to charge for applications.

In addition to voice switching, control and applications carriers are also deploying data and video control layers, and IMS multimedia. They are also building more nimble and agnostic service layers with architectures such as NG service delivery platforms (SDPs). This area includes, for example, deployments of IP television (IPTV) and video overlays, as well as service enablers such as presence, instant messaging (IM)/chat, third-party exposure and application stores. The area is often associated with Telco 2.0.

IP-PBX

A LAN-based IP switching communications system that provides telephony functions employing voice IP endpoint connectivity. At least 95% of lines on pure IP PBX systems must terminate with IP voice endpoints.

IP seat license

A telephony seat that is in use and part of an IP-enabled PBX or IP-PBX phone system that terminates with an IP phone.

IPTV

IPTV refers to the use of a carrier-based managed IP broadband network to deliver television and video content services to an end user's TV set via a set-top box (STB), with picture quality at least equivalent to existing pay-TV and free-to-air services. Content delivered over the Internet or only to a PC is excluded from our definition of the IPTV market. Our definition of IPTV includes all video content – whether broadcast-style pay-TV, video-on-demand (VOD) or other interactive video services. IPTV customers can search channel guides and select programs through an electronic program guide (EPG) on their TV screen. EPGs have varying degrees of functionality, depending on the service provider.

The typical IPTV model involves both broadcast pay-TV and on-demand services. Most IPTV providers offer both, though it is multichannel pay-TV that remains the key selling point in most services – and that generates most of the revenue. As a result, many IPTV services still have a strong focus on competing in a like-for-like manner against existing pay-TV services such as cable TV and direct-to-home (DTH) satellite offerings, often with similar packages of channels. Although this will change as new functionality is made available to IPTV users, it means that multichannel TV will be the foundation of IPTV offerings for several years.

iPhone

Apple's mobile device that combines an iPod music and video player, mobile phone and Internet browser capability in a handheld unit with a touchscreen interface. An iPhone designed for EDGE cellular networks was launched in North America in June 2007 and in Europe in late 2007. A 3G-capable version was launched in July 2008.

IP-service control points

An IP-SCP is a carrier-grade application server using industry-standard hardware, operating systems, open standards and protocols. The application server normally incorporates a real-time database and service logic execution functionality (also known as call triggers via a service switching point [SSP]), facilitating applications. The application server includes provisioning interfaces.

IP telephony

The term used for LAN-attached telephony systems and the associated telephone handsets (that is, the IP version of the PBX). More specifically, IP telephony involves the delivery of the telephony application (for example, call setup and teardown, and telephony features) over IP, instead of using circuit-switched or other modalities. IP telephony is not the same as VoIP or Internet telephony, although the terms are commonly (and erroneously) used interchangeably. See also Internet telephony and VoIP.

IRD (integrated receiver decoder)

Official name for the signal reception system that receives and converts modulated signals back into their original format suitable for presentation to an end-user device or display. IRDs typically contain a built-in decoder for unscrambling subscription TV programming channels. It is also known as a satellite receiver or satellite set-top box.

irDA (Infrared Data Association)

Maintains a standard for infrared data transmission (up to 4 Mbps). Because this technology's cost is extremely low, it is now embedded in many consumer electronic devices (for example, laptop computers and handheld devices, such as PDAs and cellular phones).

IRR (internal rate of return)

IRR analysis determines the interest rate and then compares this rate to the "risk-adjusted rate of return."

ISDN (Integrated Services Digital Network)

A technical standard and design philosophy for digital networks. ISDN provides high-speed, high-bandwidth channels to every subscribers on the public switched telephone network, achieving end-to-end digital functions with standard equipment interface devices. ISDN networks enable a variety of mixed digital transmission services to be accommodated at a single interface.

ISO (International Organization for Standardization)

A voluntary, nontreaty organization established in 1949, as a technical agency of the United Nations, to promote international standardization in a broad range of industries. ISO's Open Systems Interconnection (OSI) Reference Model establishes guidelines for network architectures.

ISO (Internet sales outlet)

A third-party Web site that attracts visitors looking to buy goods or services. ISOs make money by selling links or ads that lead directly to Web merchant sites or by selling products or services on behalf of Web merchants.

ISO 9000

The international standard for quality control. It is also known as BS5750 and EN29001. The three standards are identical, but they are numbered and published differently by different standards bodies. The worldwide standard is published by the International Organization for Standardization (ISO), and is the one generally referenced. ISO 9000 is a generic standard that any enterprise or individual department can use. It is not specific to the IT industry. The standard is subdivided into three – ISO 9001, ISO 9002 and ISO 9003. Enterprises use some or all of the parts, depending on the nature of their business. Any enterprise can claim that it complies with ISO 9000. To make the claim credible, an external assessor from an accreditation body must evaluate the enterprise's quality system. ISO 9000 certification does not guarantee quality; it guarantees consistency of approach.

ISP (Internet service provider)

A company that provides Internet access to its customers. The majority of ISPs are too small to purchase access directly from the network access point (NAP), and instead buy pieces of bandwidth that are available from larger ISPs. Access to the Internet can be provided either via modem or by direct connection, which offers far higher speeds.

Internet service providers are different from online services, although these services sometimes also provide access to the Internet. Online services provide access to exclusive content, databases and online discussion forums that are not available outside the service.

ISV (independent software vendor)

A software producer that is not owned or controlled by a hardware manufacturer; a company whose primary function is to distribute software. Hardware manufacturers that distribute software (such as IBM and Unisys) are not ISVs, nor are users (such as banks) that may also sell software products.

ISVs typically offer products that the primary vendor (i.e., IBM) does not offer, allowing clients of that vendor to round out their software needs. ISVs create price competition and also increase the pace of technology innovation in their markets.

IT (information technology)

This is the common term for the entire spectrum of technologies for information processing, including software, hardware, communications technologies and related services. In general, IT does not include embedded technologies that do not generate data for enterprise use.

ITAM (IT asset management)

A systematic approach to managing IT assets, including information systems (IS) department staff, end users performing IT support, technology procurement teams, suppliers, facilities, hardware and software.

IT consulting

IT consulting services are advisory services that help clients assess different technology strategies and, in doing so, align their technology strategies with their business or process strategies. These services support customers' IT initiatives by providing strategic, architectural, operational and implementation planning. Strategic planning includes advisory services that help clients assess their IT needs and formulate system implementation plans. Architecture planning includes advisory services that combine strategic plans and knowledge of emerging technologies to create the logical design of the system and the supporting infrastructure to meet customer requirements. Operational assessment/benchmarking include services that assess the operating efficiency and capacity of a client's IT environment. Implementation planning includes services aimed at advising customers on the rollout and testing of new solution deployments.

IT consulting services

Consulting services are advisory services that help clients assess different technology and methodology strategies and, in doing so, align their network strategies with their business or process strategies. These services support customers' IT initiatives by providing strategic, architectural, and operational and implementation planning related to their networks. Strategic planning includes advisory services that help clients assess their network requirements and formulate system-implementation plans. Architecture planning includes advisory services that combine strategic plans and knowledge of emerging technologies to create the logical design of the network environment and the supporting infrastructure to meet customer requirements. Operational assessment and benchmarking includes services that assess the operating efficiency and capacity of a client's network environment. Implementation planning includes services aimed at advising customers on the rollout and testing of new network deployments.

IT decision support

The creation and management of information sources, reporting processes and automated tools that enable IT executives to implement profitable IT strategies.

ITFS (Instructional Television Fixed Service)

IT governance

IT governance is the set of processes that ensure the effective and efficient use of IT in enabling an organization to achieve its goals. IT governance addresses two major topics: IT demand governance ("doing the right things") and IT supply-side governance ("doing things right")...

• Read the full IT governance definition

IT infrastructure

The system of hardware, software, facilities and service components that support the delivery of business systems and IT-enabled processes.

ITIL

The Information Technology Infrastructure Library (ITIL) is an IT service management framework, developed under the auspices of the U.K.'s Office of Government Commerce (OGC), that provides process guidance on the full life cycle of defining, developing, managing, delivering and improving IT services...

• Read the full ITIL definition

IT management

IT management services provide day-to-day management and operation of IT assets and processes. As such, they represent the core value components of ITO. IT management services are divided into three key subsegments: operations services (for IT infrastructure), application management services and help desk management services.

IT management services

Management services transfer all or part of the day-to-day management responsibility for a customer's network environment (including LAN hardware and software, WAN – voice and data – and voice network hardware and software) and, in some cases, the ownership of the technology or personnel assets, to an outside vendor. These services may include system operation or support, capacity planning, asset management, availability management, performance management, administration, security, remote monitoring, technical diagnostics/troubleshooting, configuration management, system repair management and generation of management reports. Network remote monitoring and management, and backup and recovery services, also fall into this category when some degree of management is included in the service.

ITOM (IT operations management) software

IT operations management (ITOM) software is intended to represent all the tools needed to manage the provisioning, capacity, performance and availability of the computing, networking and application environment. We divides the ITOM market into 10 major segmentsthat include DBMS, application management, availability and performance, event, fault and log management, network management, configuration management, IT services desk and IT help desk, asset management, job scheduling and other ITOM (which refers to output management software) for tools used to manage hardware peripherals, such as printers.

IT operations

The people and management processes associated with IT service management to deliver the right set of services at the right quality and at competitive costs for customers.

IT outsourcing (ITO)

Our IT outsourcing efforts focus on using external service providers to effectively deliver IT-enabled business process, application service and infrastructure solutions for business outcomes...

• Read the full IT outsourcing definition

IT service desk (ITSD) and IT help desk

IT service desk (ITSD) products range from simple call tracking/trouble ticketing (aka "help desk" products) to broad suite solutions encompassing call management, incident management, problem management, IT change management, configuration/inventory repositories, request fulfillment and self-service portals. In their technical platform, ITSD products include knowledge management (knowledge search capability) and workflow engines (managing automated escalation and notification). The most-sophisticated products also may link to dominant brands of corporate portals, external workflow engines, procurement modules and HR systems, or include these as proprietary features. These products integrate with operations management systems for links to event alerts, additional inventory repositories, configuration information and remote control. Product suites must have native support for Web self-service, password automation and e-mail ("native" means that the vendor either has built its own component or has licensed an engine and built value around it). The products must integrate with a range of communications tools, from telephony components to Web chat.

Certain areas of ITSD product functionality address only portions of a given process. IT CM within the tool addresses only the governance (aka production change control) and not the change execution, such as application or software provisioning, patching, or automated configuration setting changes, managed by the CM category. Software code and version is a change execution activity delivered by programming teams during the development process using SCCM tools. However, releasing code into production comes under the CM category. IT change projects, such as coordinating people-intensive IT projects, are change planning activities delivered by PPM products. The self-service portal capability will provide knowledge search and the ability to request service and support; however, the execution of stand-alone automated restore, also called "self-healing" – in which the user or help desk personnel are not involved – is part of the CM category. Only products that are positioned as ITSDs are included in the ITSD category. Products positioned as portals, workflow platforms or integration brokers are tracked in the AIM category. The fraction of vendor revenue from customer support software, sold as "help desk," is tracked as CRM software.

IT services

IT services refers to the application of business and technical expertise to enable organizations in the creation, management and optimization of or access to information and business processes...

• Read the full IT services definition

IT strategy

IT strategy is about how IT will help the enterprise win. This breaks down into IT guiding the business strategy, and IT delivering on the business strategy...

• Read the full IT strategy definition

ITU (International Telecommunication Union)

Agency of the United Nations, headquartered in Geneva. The ITU is the body through which governments and the private sector coordinate global telecommunications networks and services.

IVR (interactive voice response)

A voice/call-processing option for improving call center functionality and integration. It enables callers to have more flexibility to access information or leave messages. Use of this option can "offload" call volume from agents to the IVR or improve load balancing by having agents handle recorded messages during slow periods. A slowly growing number of IVR developers are now using speech recognition in their applications.