| ACD |
Automatic Call Distribution
|
| AMDB |
Availability Management Database
|
AST
|
Agreed Service Time
|
| |
|
BCM
|
Business Continuity Management
|
BCP
|
Business Continuity Plan
|
BIA
|
Business Impact Analysis
|
BITA
|
Business IT Alignment
|
BQF
|
British Quality Foundation
|
BRM
|
Business Relationship Management
|
BSi
|
British Standard Institution
|
| |
|
C&CM
|
Configuration & Change Management
|
CAB
|
Change Advisory Board |
CAB/EC
|
Change Advisory Board / Emergency Committee
|
CASE
|
Computer-Aided Systems Engineer
|
| CCTA
|
Central Computer and Telecommunications Agency
|
CDB
|
Capacity Database
|
| CFIA |
Component Failure Impact Analysis
|
CI
|
Configuration Item
|
CIA
|
Confidentiality Integrity Availability
|
CMDB
|
Configuration Management Database
|
CMM
|
Capability Maturity Model
|
COP
|
Code of Practice
|
CRAMM
|
CCTA Risk Analysis & Management Method
|
CSBC
|
Computer Services Business Code
|
CSF
|
Critical Success Factor
|
CSS
|
Customer Sarisfaction Survey
|
CTI
|
Computer Telephony Integration
|
| |
|
| DBMS |
Database Management System |
| DHS |
Definitive Hardware Store
|
| DHL |
Definitive Hardware Library
|
| DISC |
Delivering Information Systems to Customers
|
| DR |
Disaster Recovery
|
| DRP |
Disaster Recovery Plan(ning)
|
DSL
|
Definitive Software Library
|
DT
|
Down Time
|
| |
|
| EDI |
Electronic Data Interchange |
| EFQM |
European Foundation for Quality Management |
| EUA |
End User Availability
|
EUDT
|
End User Down Time
|
EUPT
|
End User Processing Time
|
EXIN
|
Examen Instituut (Dutch Examination Board)
|
| |
|
| FSC |
Forward Schedule of Change |
| FTA |
Fault Tree Analysis |
| |
|
| HD |
Help Desk |
| |
|
| ICAM |
Integrated Computer-Aided Manufacturing |
| ICT |
Information and Communication Technology(ies)
|
| ID |
Identification |
| IDEF |
ICAM Definition
|
| IP |
Internet Protocol
|
| IR |
Incident Report
|
| IS |
Information System(s) / Information Service(s) |
ISEB
|
Information Systems Examination Board
|
ISO
|
International Standards Organisation |
ISP
|
Internet Sevice Provider
|
IT
|
Information Technology
|
ITAMM
|
IT Availability Metrics Model
|
ITIL
|
IT Infrastructure Library
|
ITSC
|
IT Service Continuity
|
ITSCM
|
IT Service Continuity Management
|
ITSM
|
IT Service Management
|
iTSMF
|
IT Service Management Forum
|
IVR
|
Interactive Voice Response
|
| |
|
JD
|
Job Description
|
| |
|
| KE |
Known Error |
| KEL |
Known Error Log
|
| KER |
Known Error Record
|
| KPI |
Key Performance Indicator
|
| KSF |
Key Success Factor
|
| |
|
| MBNQA |
Malcolm Baldrige National Quality Award
|
| MIM |
Major Incident Management
|
| MTBF |
Mean Time Between Failure |
| MTBSI |
Mean Time Between System Incidents
|
MTTR
|
Mean Time To Repair
|
| |
|
OGC
|
Office of Government Commerce
|
OLA
|
Operational Level Agreement |
OLTP
|
On-line Transaction Processing |
| |
|
| PAD |
Package Assembl/Disassembly Device
|
| PER |
Project Evaluation Review
|
PIR
|
Post-Implementation Review
|
PM
|
Problem Management
|
PKI
|
Public Key Infrastructure
|
| PR |
Problem Record
|
PRINCE2
|
Projects IN Controlled Environments
|
PSA
|
Projected Service Availability
|
| |
|
QA
|
Quality Assurance
|
| QC |
Quality Control
|
| QMS |
Quality Management Systems |
| |
|
| RAG |
Red-Amber-Green |
| RAID |
Redundant Array of Inexpensive Disks |
| RCM |
Recource Capacity Management
|
| RFC |
Request For Change |
| RFS |
Request For Service(Service Request) |
ROCE
|
Return On Capital Employed
|
ROI
|
Return On Investment
|
RWO
|
Real Word Objects
|
| |
|
| SAC/D |
Service Acceptance Certificate/Document
|
| SCI |
Software Configuration Item
|
| SCM |
Software Configuration Management |
| SIP |
Service Improvement Programme
|
| SLA |
Service Level Agreement
|
| SLAM |
SLA Monitoring |
| SLM |
Service Level Management
|
| SLO |
Service Level Objectives |
| SLR |
Service Level Requirement |
| SMO |
Service Maintenance Objectives
|
SMT
|
Service Management Team
|
SOA
|
System Outage Analysis
|
SPICE
|
Software Process Improvement Capability dEtermination
|
SPOF
|
Single Point of Failure
|
SQP
|
Service Quality Plan |
SSADM
|
Structured Systems Analysis and Design Method
|
| |
|
| TCO |
Total Cost of Ownership |
TOP
|
Technical Observation Post
|
TOR
|
Terms of Reference
|
TP
|
Transaction Processing
|
TQM
|
Total Quality Management
|
| |
|
VBF
|
Vital Business Function
|
VOIP
|
Voice Over Internet Protocol |
VSI
|
Virtual Sorage Interrupt
|
| |
|
WFD
|
Work Flow Diagram
|
WIP
|
Work In Progress
|
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