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Glossary

Heraldic crest — Glossary

The docs use a small vocabulary deliberately. These are the definitions — each term means one thing, everywhere it appears.

The product

Term	Definition
ServiceMatch	The governed conditioning layer: deterministic pipeline, review surfaces, decision record, and export machinery. Runs single-tenant in the engagement’s environment.
Conductor	The operator’s governed interface — a console conversation that drives real tools, dispatches deep work, and writes every decision onto the record.
Pro	The deep-work specialist: one focused activity per session (source onboarding, rule authoring, CSDM design, stakeholder interviews), working from written methodology and evidence.
Customer workspace	The per-customer instance of ServiceMatch: their sources, rules, service model, decision record, and review queues. One workspace per customer.
First implementation	The complete generated starting state of an engagement: golden records, classification, CSDM design, governance decisions, and deployment artifacts — produced from the customer’s data before consultants start. It is generated, then reviewed, then deployed. When the docs say “first implementation,” they always mean this whole, not any single artifact in it.

The lifecycle: generated → approved → deployed → governed

State	What it means
Generated	Authored by the AI layer from evidence, with rationale and confidence attached. Generated means proposed-and-effective-for-review — never silently final.
Approved	An operator or stakeholder has confirmed it — or overridden it, which is equally a first-class, attributable decision.
Deployed	Shipped to the ServiceNow instance as IRE-ready import sets and native update sets.
Governed	Under the standing operating loop: scheduled intake, drift detection, review cadence, and an accumulating decision record.

The data

Term	Definition
Golden record	One identity-resolved record per real device, assembled across sources, carrying per-field provenance and its identity score.
Decision record	The governance log: every configuration decision that shaped the data, with author, rationale, evidence, and review status.
Adoption stage	The crawl/walk/run/fly maturity setting that governs what the model emits — never what it captures.

The inputs

“Customer data” is four different things, and the docs try to name which one they mean:

Category	What it is
Technical evidence	Discovery exports — the device, software, and infrastructure data reported by the tools the customer already runs.
Business evidence	Stakeholder declarations: interview claims about capabilities, services, ownership — the layers discovery cannot see.
Reference data	The customer’s existing CMDB extract, ServiceNow schema, and foundation data (users, departments, locations) — comparison targets and context, not discovery.
Governance inputs	Operator confirmations, overrides, and stage decisions — human judgment entering the system through the governed path.