Abbreviations

Abbreviation

 

Term

ACD

further information

automatic call distribution

AM

further information

availability management

AMIS

further information

availability management information system

ASP

further information

application service provider

AST

further information

agreed service time

BCM

further information

business continuity management

BCP

further information

business continuity plan

BIA

further information

business impact analysis

BMP

further information

Best Management Practice

BRM

further information

business relationship manager

BSI

further information

british standards institution

CAB

further information

change advisory board

CAPEX

further information

capital expenditure

CCM

further information

component capacity management

CFIA

further information

component failure impact analysis

CI

further information

configuration item

CMDB

further information

configuration management database

CMIS

further information

capacity management information system

CMM

further information

capability maturity model

CMMI

further information

capability maturity model integration

CMS

further information

configuration management system

COBIT

further information

Control OBjectives for Information and related Technology

COTS

further information

commercial off the shelf

CSF

further information

critical success factor

CSI

further information

continual service improvement

CTI

further information

computer telephony integration

DIKW

further information

Data-to-Information-to-Knowledge-to-Wisdom

DML

further information

definitive media library

ECAB

further information

emergency change advisory board

ELS

further information

early life support

eSCM-CL

further information

eSourcing capability model for client organizations

eSCM-SP

further information

eSourcing capability model for service providers

FTA

further information

fault tree analysis

IRR

further information

internal rate of return

ISG

further information

IT steering group

ISM

further information

information security management

ISMS

further information

information security management system

ISO

further information

international organization for standardization

ISP

further information

internet service provider

IT

further information

information technology

ITSCM

further information

IT service continuity management

ITSM

further information

IT service management

itSMF

further information

IT service management forum

IVR

further information

interactive voice response

KEDB

further information

known error database

KPI

further information

key performance indicator

LOS

further information

line of service

M_o_R®

further information

management of risk

MIS

further information

management information system

MTBF

further information

mean time between failures

MTBSI

further information

mean time between service incidents

MTRS

further information

mean time to restore service

MTTR

further information

mean time to repair

NPV

further information

net present value

OGC

further information

office of government commerce

OLA

further information

operational level agreement

OPEX

further information

operational expenditure

PBA

further information

pattern of business activity

PDCA

further information

Plan-Do-Check-Act

PFS

further information

prerequisite for success

PIR

further information

post Implementation review

PMBOK

further information

project management body of knowledge

PMI

further information

project management institute

PMO

further information

project management office

PRINCE2

further information

PRojects IN Controlled Environments

PSO

further information

projected service outage

QA

further information

quality assurance

QMS

further information

quality management system

RACI

further information

responsible
accountable
consulted
informed

RCA

further information

root cause analysis

RFC

further information

request for change

ROA

further information

return on assets

ROI

further information

return on investment

RPO

further information

recovery point objective

RTO

further information

recovery time objective

SAC

further information

Service Acceptance Criteria

SACM

further information

service asset and configuration management

SAM

further information

software asset management

SCM

further information

service capacity management

SCMIS

further information

supplier and contracts management information system

SDP

further information

service design package

SFA

further information

service failure analysis

SIP

further information

service improvement plan

SKMS

further information

service knowledge management system

SLA

further information

service level agreement

SLM

further information

service level management

SLP

further information

service level package

SLR

further information

service level requirement

SMART

further information

specific
measurable
achievable
relevant
time-bounded

SMIS

further information

security management information system

SMO

further information

service maintenance objective

SoC

further information

separation of concerns

SOP

further information

standard operating procedure

SOR

further information

statement of requirements

SOX

further information

Sarbanes-Oxley (US law)

SPI

further information

service provider interface

SPM

further information

service portfolio management

SPOC

further information

single point of contact

SPOF

further information

single point of failure

SWOT

further information

strengths
weaknesses
opportunities
threats

TCO

further information

total cost of ownership

TCU

further information

total cost of utilization

TO

further information

technical observation

TOR

further information

terms of reference

TQM

further information

total quality management

UC

further information

underpinning contract

UP

further information

user profile

VBF

further information

vital business function

VOI

further information

value on investment

WIP

further information

work in progress

From Knowledge. To Proficiency. To Implementation.

ITIL® Glossary Edition 2011 - Version 1.0.11