Contents | Index

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z
 

- A -

acceptance

access management

account manager

accounting

IT accounting

accounting period

accredited

ACD

active monitoring

activity

agreed service time (AST)

agreement

alert

AM

AMIS

analytical modelling

application

application management

application portfolio

application service provider

application sizing

architecture

ASP

assembly

assessment

asset

asset management

asset register

asset specificity

return on assets

AST

attribute

audit

authority matrix

automatic call distribution

availability

availability management

availability management information system

availability plan

- B -

back-out

backup

balanced scorecard

baseline

configuration baseline

BCM

BCP

benchmark

benchmarking

benefit

cost benefit analysis

value for money

best management practice

best practice

BIA

billing

BMP

brainstorming

british standards institution

BRM

BSI

budget

budgeting

build

build environment

business

business capacity management

business case

business continuity management

business continuity plan

business customer

business impact analysis

business objective

business operations

business perspective

business process

business relationship management

business relationship manager

business service

business service management

business unit

pattern of business activity

- C -

CAB

call

call centre

call type

capability

capability maturity model integration

capacity

capacity management

capacity management information system

capacity plan

capacity planning

CAPEX

capital budgeting

capital cost

capital expenditure

capitalization

category

CCM

certification

CFIA

change

change advisory board (CAB)

change evaluation

change history

change management

change model

change proposal

change record

change request

change schedule

change window

emergency change

normal change

service change

standard change

chargeable item

charging

charging policy

charging process

charter

chronological analysis

CI

CI type

classification

client

closed

closure

CMDB

CMIS

CMMI

CMS

COBIT

control objectives for information and related technology (COBIT)

code of practice

cold standby

commercial off the shelf

compliance

component

component capacity management

component CI

component failure impact analysis

computer telephony integration

concurrency

confidentiality

configuration

configuration baseline

configuration control

configuration identification

configuration item (CI)

configuration management

configuration management database (CMDB)

configuration management system (CMS)

configuration record

configuration structure

continual service improvement

continuity

IT service continuity management (ITSCM)

IT service continuity plan

continuous availability

continuous operation

contract

control

control objectives for information and related technology (COBIT)

control perspective

control processes

core service

cost

accounting

cost benefit analysis

cost centre

cost effectiveness

cost element

cost management

cost model

cost type

cost unit

running costs

total cost of ownership (TCO)

total cost of utilization (TCU)

transfer cost

COTS

countermeasure

course corrections

crisis management

critical success factor (CSF)

CSF

CSI

CSI register

CTI

culture

customer

customer agreement portfolio

customer asset

customer facing service

customer portfolio

- D -

dashboard

data-to-information-to-knowledge-to-wisdom

definitive media library (DML)

deliverable

demand management

Deming Cycle

dependency

deployment

depreciation

design

design coordination

detection

development

development environment

diagnosis

diagnostic script

differential charging

DIKW

direct cost

directory service

DML

document

downtime

driver

- E -

early life support

ECAB

economies of scale

economies of scope

effectiveness

efficiency

ELS

emergency change

emergency change advisory board

enabling service

enhancing service

enterprise financial management

environment

error

escalation

eSCM-CL

eSCM-SP

eSourcing capability model for

client organizations

service providers

estimation

event

event management

exception report

excitement attribute

excitement factor

expanded incident lifecycle

external customer

external metric

external service provider

- F -

facilities management

failure

fast recovery

fault

fault tolerance

fault tree analysis

financial management

financial management for IT services

financial year

first-line support

fishbone diagram

fit for purpose

fit for use

fixed asset

fixed asset management

fixed cost

fixed facility

follow the sun

FTA

fulfilment

function

functional escalation

- G -

gap analysis

governance

gradual recovery

guideline

- H -

hierarchic escalation

high availability

hot standby

- I -

identity

immediate recovery

impact

incident

incident management

incident record

indirect cost

information security management

information security management system

information security policy

information system

information technology

infrastructure service

insourcing

Instandsetzung

integrity

interactive voice response

intermediate recovery

internal customer

internal metric

internal rate of return

internal service provider

international organization for standardization

International Standards Organization

invocation

IRR

ISG

Ishikawa diagram

ISM

ISMS

ISO

ISO 9000

ISO 9001

ISO/IEC 20000

ISO/IEC 27001

ISO/IEC 27002

ISP

IT

IT accounting

IT infrastructure

IT operations

IT operations control

IT operations management

IT service

IT service continuity management (ITSCM)

IT service continuity plan

IT service management (ITSM)

IT service management forum (itSMF)

IT service provider

IT steering group (ISG)

ITIL

ITSCM

ITSM

itSMF

IVR

- J -

job description

job scheduling

- K -

Kano model

KEDB

Kepner and Tregoe analysis

key performance indicator (KPI)

knowledge base

knowledge management

known error

known error database (KEDB)

known error record

KPI

- L -

lifecycle

live

live environment

LOS

- M -

M_o_R

maintainability

major incident

manageability

management

asset management

availability management

availability management information system

business capacity management

business continuity management

business relationship management

business service management

capacity management

capacity management information system

change management

configuration management

configuration management database (CMDB)

configuration management system (CMS)

cost management

crisis management

financial management

financial management for IT services

incident management

information security management

information security management system

IT operations management

IT service continuity management (ITSCM)

IT service management (ITSM)

IT service management forum (itSMF)

knowledge management

management information

management information system (MIS)

management of risk (M_o_R)

management system

operations management

performance management

proactive problem management

problem management

project management body of knowledge (PMBOK)

project management institute (PMI)

project management office (PMO)

quality management system (QMS)

release and deployment management

release management

security management

security management information system (SMIS)

service asset and configuration management (SACM)

service capacity management (SCM)

service catalogue management

service continuity management

service knowledge management system (SKMS)

service level management (SLM)

service management

service management lifecycle

service portfolio management (SPM)

software asset management (SAM)

storage management

strategy management for IT services

supplier and contract management information system (SCMIS)

supplier management

system management

technical management

total quality management (TQM)

manual workaround

marginal cost

market space

maturity

maturity level

mean time

between failures (MTBF)

between service incidents (MTBSI)

to repair (MTTR)

to restore service (MTRS)

metric

middleware

MIS

mission

model

modelling

monitor control loop

monitoring

active monitoring

passive monitoring

proactive monitoring

reactive monitoring

MTBF

MTBSI

MTRS

MTTR

- N -

near-shore

net present value

normal change

normal service operation

notional charging

NPV

- O -

objective

off the shelf

office of government commerce (OGC)

offshore

OGC

OLA

onshore

operate

operation

operational

operational cost

operational expenditure

operational level agreement (OLA)

operations bridge

operations control

operations management

OPEX

opportunity cost

optimize

organization

outcome

outsourcing

overhead

- P -

pain value analysis

Pareto principle

partnership

passive monitoring

PBA

percentage utilization

performance

performance management

PFS

pilot

PIR

plan

plan-do-check-act (PDCA)

planned downtime

planning

PMBOK

PMI

PMO

policy

portable facility

portfolio

post implementation review (PIR)

practice

prerequisite for success (PFS)

pricing

PRINCE2

PRojects IN Controlled Environments (PRINCE2)

priority

pro forma

proactive monitoring

proactive problem management

problem

problem management

problem record

procedure

process

process contro]

process manager

process owner

production environment

profit centre

programme

project

project charter

project management body of knowledge (PMBOK)

project management institute (PMI)

project management office (PMO)

project portfolio

projected service outage (PSO)

PRojects IN Controlled Environments (PRINCE2)

PSO

- Q -

QA

QMS

qualification

quality

quality assurance (QA)

quality management system (QMS)

quick win

- R -

RACI

RCA

reactive monitoring

real charging

reciprocal arrangement

record

recovery

immediate recovery

recovery option

recovery point objective (RPO)

recovery time objective (RTO)

redundancy

relationship

relationship processes

release

release and deployment management

release identification

release management

release package

release record

release unit

release window

reliability

remediation

repair

request for change (RFC)

request fulfilment

request model

requirement

requirements

resilience

resolution

resolution processes

resource

response time

responsiveness

restoration of service

restore

retire

return on assets

return on investment

return to normal

review

RFC

rights

risk

risk assessment

risk management

ROA

ROI

role

root cause

root cause analysis (RCA)

RPO

RTO

running costs

- S -

SAC

SACM

SAM

Sarbanes-Oxley (SOX)

scalability

economies of scale

SCM

SCMIS

scope

SDP

second-line support

security

security management

security management information system (SMIS)

security policy

separation of concerns (SoC)

server

service

internal service provider

internet service provider

ISP

line of service (LOS)

service acceptance criteria (SAC)

service analytics

service asset

service asset and configuration management (SACM)

service capacity management (SCM)

service catalogue

service catalogue management

service change

service charter

service continuity management

service contract

service culture

service design

service design package (SDP)

service desk

service failure analysis (SFA)

service hours

service improvement plan (SIP)

service knowledge management system (SKMS)

service level

service level agreement (SLA)

service level management (SLM)

service level package (SLP)

service level requirement (SLR)

service level target

service lifecycle

service maintenance objective (SMO)

service management

service management lifecycle

service manager

service model

service operation

service option

service owner

service package

service pipeline

service portfolio

service portfolio management (SPM)

service potential

service provider

service provider interface (SPI)

service reporting

service request

service sourcing

service strategy

service transition

service validation and testing

service valuation

serviceability

seven-step improvement process

SFA

shared service unit

shift

simulation modelling

single point of contact (SPOC)

single point of failure (SPOF)

SIP

SKMS

SLA

SLAM chart

SLM

SLP

SLR

SMART

SMIS

SMO

snapshot

SoC

software asset management (SAM)

SOP

SOR

source

SOX

specification

SPI

SPM

SPOC

SPOF

stakeholder

standard

standard change

standard operating procedures (SOP)

standby

statement of requirements

status

status accounting

storage management

strategy

strategic

strategic asset

strategy

strategy management for IT services

super user

supplier

supplier

supplier and contract management information system (SCMIS)

supplier management

supply chain

support

second-line support

third-line support

transition planning and support

support group

support hours

supporting service

SWOT analysis

system

system management

- T -

tactica]

TCO

TCU

technical management

technical observation (TO)

technical support

tension metrics

terms of reference

test

test environment

third party

third-line support

threat

threshold

throughput

TO

TOR

total cost of ownership (TCO)

total cost of utilization (TCU)

total quality management (TQM)

TQM

transaction

transfer cost

transition

transition planning and support

trend analysis

tuning

type I service provider

type II service provider

type III service provider

- U -

UC

underpinning contract (UC)

unit cost

UP

urgency

usability

use case

user

super user

user

user profile

user profile

utility

- V -

validation

value chain

value for money

value network

value on investment

variable cost

variance

VBF

verification

verification and audit

version

vision

vital business function (VBF)

VOI

vulnerability

- W -

warm standby

warranty

WIP

work in progress

work instruction

work order

workaround

manual workaround

workload