RBSE VU IT and ITeS key terms

System software that manages hardware, memory, files, and running programs, and provides the interface users and applications rely on. Examples include Windows, Linux, and Android.

A program written to help a user perform a specific task, such as writing a document, editing a photo, or browsing the web, as opposed to software that runs the machine itself.

Small programs that maintain, protect, or tune a computer, such as antivirus tools, disk cleanup, backup agents, and file compression utilities. They support the operating system rather than doing user productivity work.

Hardware that sends data or commands into a computer, for example a keyboard, mouse, touchscreen, scanner, or microphone. It converts human or physical signals into a form the machine can process.

Hardware that presents processed results to a user, such as a monitor, printer, speaker, or projector. It converts the computer's internal signals into text, images, sound, or printed pages.

Any device connected to and controlled by a computer but not part of its core processing unit, including printers, webcams, external drives, and scanners. Peripherals are usually attached through USB, Bluetooth, or a network.

The suffix after the final dot in a file name, such as .docx, .xlsx, or .pdf, that tells the operating system which program should open the file and what kind of content it holds.

A service that stores files on remote servers owned by a provider and lets users reach them over the internet from any signed-in device. Examples include Google Drive, OneDrive, and Dropbox.

A saved set of formatting choices, such as font, size, spacing, and colour, applied to text by name. Styles keep a long document consistent and let you build an automatic table of contents.

A word-processing feature that combines one main document with a list of records, such as names and addresses, to produce many personalised copies like letters, labels, or certificates.

A pre-designed starting file with layout, formatting, and placeholder text that a user fills in. Templates save time and enforce a common look for reports, invoices, presentations, and forms.

The address of a spreadsheet cell, written as a column letter and row number such as B7. References let formulas use values from other cells and update results automatically when data changes.

A spreadsheet reference locked with dollar signs, such as $B$7, so that copying the formula to other cells keeps pointing at the same cell. It is used for fixed rates, constants, and lookup tables.

An instruction in a spreadsheet that begins with an equals sign and calculates a result from values, cell references, or functions, for example =SUM(A1:A10) or =B2*C2.

A built-in named calculation in a spreadsheet, such as SUM, AVERAGE, IF, or VLOOKUP, that takes arguments and returns a value. Functions remove the need to write long manual formulas.

A visual representation of spreadsheet data, such as a column, line, or pie chart, that makes trends and comparisons easier to see. Choosing the right chart type depends on the question the data answers.

A presentation template layer that controls the design, fonts, colours, and placeholder positions for all slides that use it. Editing the master updates every linked slide at once for a consistent deck.

Uniform Resource Locator: the address typed into a browser to locate a page or file on the web, such as https://example.org/page. It states the protocol, the server, and the path to the resource.

Software such as Chrome, Firefox, Edge, or Safari that requests web pages, interprets their code, and displays them. It also manages bookmarks, history, downloads, and security warnings.

Hypertext Transfer Protocol Secure: the encrypted version of the web protocol, shown by a padlock in the address bar. It protects data in transit so passwords and form details cannot be read by eavesdroppers.

A trick in which a criminal sends a fake message or link that appears to come from a trusted organisation to steal passwords, card numbers, or money. Suspicious links and urgent demands are warning signs.

Any software written to harm or exploit a system, including viruses, worms, trojans, spyware, and ransomware. It usually arrives through downloads, attachments, or unpatched software.

A security control that inspects network traffic and blocks connections that do not match allowed rules. It can be software on a single computer or a hardware device protecting a whole office network.

A login method that requires two different proofs of identity, commonly a password plus a one-time code sent to a phone or generated by an app. It reduces damage when a password is stolen.

A tool that stores login credentials in an encrypted vault and fills them in when needed. It encourages long, unique passwords for every account instead of reusing one weak password everywhere.

Virtual Private Network: a service that creates an encrypted tunnel between a device and a remote server, hiding traffic from local networks and masking the user's apparent location.

A column or set of columns that uniquely identifies each row in a database table. No two rows may share the same primary key value, and it cannot be empty.

A column in one table that refers to the primary key of another table, creating a link between them. Foreign keys enforce referential integrity so a child row cannot point to a missing parent.

A database that stores data in tables of rows and columns and links those tables through shared keys. It is queried with SQL and suits structured, consistent business data.

A request for specific data from a database, usually written in SQL, that states which tables, fields, filters, and sorting the result should use. Queries retrieve, update, or delete records.

One complete row of data in a database table, describing a single entity such as one customer or one order. A record contains a value for each field defined in the table.

A written contract between a service provider and a client that defines what service is delivered, how it is measured, and the penalties or remedies when targets such as response time are missed.

Key Performance Indicator: a measurable value used to judge how well a process or team meets its goals, such as average handling time, first-call resolution, or customer satisfaction score.

Average Handling Time: the mean time an agent spends on a contact, including talk time and after-call work. It is a common contact-centre efficiency measure but should be read alongside quality and resolution metrics.

The percentage of customer contacts resolved completely on the first attempt without a callback or escalation. It reflects both service quality and the effectiveness of agent knowledge and tools.

The formal process of passing a customer issue to a more senior agent, specialist team, or manager when it exceeds the current agent's authority, knowledge, or the agreed service level.

A communication skill in which the listener gives full attention, avoids interrupting, and confirms understanding by summarising or asking clarifying questions. It reduces errors and makes customers feel respected.

The ability to recognise and acknowledge another person's feelings and viewpoint in your response. In customer service it means showing you understand the problem before moving to a solution.

The accepted manners and conduct of a workplace, including punctuality, respectful language, appropriate dress, confidentiality, and clear communication with colleagues and customers.

Business Process Management: a disciplined approach to discovering, modelling, measuring, improving, and automating the workflows an organisation uses to deliver results. It links business goals to repeatable process design.

Business Process Outsourcing: handing over a business function such as payroll, customer support, or data entry to an external provider that runs and improves it under contract.

Information Technology Enabled Services: work delivered using IT and telecommunications, including call centres, data processing, medical transcription, and back-office operations. It is a major employment sector in India.

Knowledge Process Outsourcing: outsourcing of high-value analytical work such as research, legal support, financial analysis, and consulting, requiring specialist expertise rather than routine processing.

Legally protected creations of the mind, including inventions, designs, software code, brand names, and written works. Using someone else's material without permission or licence can be infringement.

Presenting another person's words, ideas, code, or images as your own without credit. In academic and professional work it damages trust and can lead to penalties or legal claims.

The practice of collecting, using, storing, and sharing personal information lawfully and only for stated purposes, with appropriate consent and protection against misuse or unauthorised access.

The process of spotting a problem worth solving, assembling resources, and taking calculated financial risk to build a product or service that customers will pay for.

A written document describing a venture's idea, target market, competition, operations, marketing, and financial forecasts. It guides the founder and is used to raise funding or partners.

A young company built to search for a repeatable, scalable business model, often around a new technology or service. Startups usually operate under uncertainty and iterate quickly based on customer feedback.

A short document summarising a candidate's education, skills, experience, and achievements, tailored to a specific job. It is usually one or two pages and should be free of errors.

A curated collection of a candidate's own work samples, such as documents, spreadsheets, presentations, or small projects, used to demonstrate practical skill to employers or assessors.

Researching the employer and role, rehearsing answers about skills and experience, and preparing questions to ask. Good preparation shows motivation and helps a candidate respond clearly under pressure.

The written record of a project's aim, scope, tasks, timeline, resources, and outcomes. It makes the work repeatable, supports assessment, and provides evidence for a portfolio.