Abbreviations Flashcards
1
Q
ACD
A
automatic call distribution
2
Q
AM
A
availability management
3
Q
AMIS
A
availability management information system
4
Q
ASP
A
application service provider
5
Q
AST
A
agreed service time
6
Q
BCM
A
business continuity management
7
Q
BCP
A
business continuity plan
8
Q
BIA
A
business impact analysis
9
Q
BMP
A
Best Management Practice
10
Q
BRM
A
business relationship manager
11
Q
BSI
A
British Standards Institution
12
Q
CAB
A
change advisory board
13
Q
CAPEX
A
capital expenditure
14
Q
CCM
A
component capacity management
15
Q
CFIA
A
component failure impact analysis
16
Q
CI
A
configuration item
17
Q
CMDB
A
configuration management database
18
Q
CMIS
A
capacity management information system
19
Q
CMM
A
capability maturity model
20
Q
CMMI
A
Capability Maturity Model Integration
21
Q
CMS
A
configuration management system
22
Q
COBIT
A
Control OBjectives for Information and related Technology
23
Q
COTS
A
commercial off the shelf
24
Q
CSF
A
critical success factor
25
CSI
continual service improvement
26
CTI
computer telephony integration
27
DIKW
Data-to-Information-to-Knowledge-to-Wisdom
28
DML
definitive media library
29
ECAB
emergency change advisory board
30
ELS
early life support
31
eSCM-CL
eSourcing Capability Model for Client Organizations
32
eSCM-SP
eSourcing Capability Model for Service Providers
33
FTA
fault tree analysis
34
IRR
internal rate of return
35
ISG
IT steering group
36
ISM
information security management
37
ISMS
information security management system
38
ISO
International Organization for Standardization
39
ISP
internet service provider
40
IT
information technology
41
ITSCM
IT service continuity management
42
ITSM
IT service management
43
itSMF
IT Service Management Forum
44
IVR
interactive voice response
45
KEDB
known error database
46
KPI
key performance indicator
47
LOS
line of service
48
MIS
management information system
49
M\_o\_R
Management of Risk
50
MTBF
mean time between failures
51
MTBSI
mean time between service incidents
52
MTRS
mean time to restore service
53
MTTR
mean time to repair
54
NPV
net present value
55
OLA
operational level agreement
56
OPEX
operational expenditure
57
PBA
pattern of business activity
58
PDCA
Plan-Do-Check-Act
59
PFS
prerequisite for success
60
PIR
post-implementation review
61
PMBOK
Project Management Body of Knowledge
62
PMI
Project Management Institute
63
PMO
project management office
64
PRINCE2
PRojects IN Controlled Environments
65
PSO
projected service outage
66
QA
quality assurance
67
QMS
quality management system
68
RACI
responsible, accountable, consulted and informed
69
RCA
root cause analysis
70
RFC
request for change
71
ROA
return on assets
72
ROI
return on investment
73
RPO
recovery point objective
74
RTO
recovery time objective
75
SAC
service acceptance criteria
76
SACM
service asset and configuration management
77
SAM
software asset management
78
SCM
service capacity management
79
SCMIS
supplier and contract management information system
80
SDP
service design package
81
SFA
service failure analysis
82
SIP
service improvement plan
83
SKMS
service knowledge management system
84
SLA
service level agreement
85
SLM
service level management
86
SLP
service level package
87
SLR
service level requirement
88
SMART
specific, measurable, achievable, relevant and time-bound
89
SMIS
security management information system
90
SMO
service maintenance objective
91
SoC
separation of concerns
92
SOP
standard operating procedure
93
SOR
statement of requirements
94
SOX
Sarbanes-Oxley (US law)
95
SPI
service provider interface
96
SPM
service portfolio management
97
SPOF
single point of failure
98
TCO
total cost of ownership
99
TCU
total cost of utilization
100
TO
technical observation
101
TOR
terms of reference
102
TQM
total quality management
103
UC
underpinning contract
104
UP
user profile
105
VBF
vital business function
106
VOI
value on investment
107
WIP
work in progress
