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ITIL Glossary > Abbreviations > Flashcards

Abbreviations Flashcards

1
Q

ACD

A

automatic call distribution

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2
Q

AM

A

availability management

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3
Q

AMIS

A

availability management information system

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4
Q

ASP

A

application service provider

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5
Q

AST

A

agreed service time

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6
Q

BCM

A

business continuity management

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7
Q

BCP

A

business continuity plan

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8
Q

BIA

A

business impact analysis

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9
Q

BMP

A

Best Management Practice

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10
Q

BRM

A

business relationship manager

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11
Q

BSI

A

British Standards Institution

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12
Q

CAB

A

change advisory board

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13
Q

CAPEX

A

capital expenditure

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14
Q

CCM

A

component capacity management

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15
Q

CFIA

A

component failure impact analysis

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16
Q

CI

A

configuration item

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17
Q

CMDB

A

configuration management database

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18
Q

CMIS

A

capacity management information system

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19
Q

CMM

A

capability maturity model

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20
Q

CMMI

A

Capability Maturity Model Integration

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21
Q

CMS

A

configuration management system

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22
Q

COBIT

A

Control OBjectives for Information and related Technology

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23
Q

COTS

A

commercial off the shelf

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24
Q

CSF

A

critical success factor

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25
Q

CSI

A

continual service improvement

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26
Q

CTI

A

computer telephony integration

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27
Q

DIKW

A

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

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28
Q

DML

A

definitive media library

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29
Q

ECAB

A

emergency change advisory board

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30
Q

ELS

A

early life support

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31
Q

eSCM-CL

A

eSourcing Capability Model for Client Organizations

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32
Q

eSCM-SP

A

eSourcing Capability Model for Service Providers

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33
Q

FTA

A

fault tree analysis

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34
Q

IRR

A

internal rate of return

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35
Q

ISG

A

IT steering group

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36
Q

ISM

A

information security management

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37
Q

ISMS

A

information security management system

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38
Q

ISO

A

International Organization for Standardization

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39
Q

ISP

A

internet service provider

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40
Q

IT

A

information technology

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41
Q

ITSCM

A

IT service continuity management

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42
Q

ITSM

A

IT service management

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43
Q

itSMF

A

IT Service Management Forum

44
Q

IVR

A

interactive voice response

45
Q

KEDB

A

known error database

46
Q

KPI

A

key performance indicator

47
Q

LOS

A

line of service

48
Q

MIS

A

management information system

49
Q

M_o_R

A

Management of Risk

50
Q

MTBF

A

mean time between failures

51
Q

MTBSI

A

mean time between service incidents

52
Q

MTRS

A

mean time to restore service

53
Q

MTTR

A

mean time to repair

54
Q

NPV

A

net present value

55
Q

OLA

A

operational level agreement

56
Q

OPEX

A

operational expenditure

57
Q

PBA

A

pattern of business activity

58
Q

PDCA

A

Plan-Do-Check-Act

59
Q

PFS

A

prerequisite for success

60
Q

PIR

A

post-implementation review

61
Q

PMBOK

A

Project Management Body of Knowledge

62
Q

PMI

A

Project Management Institute

63
Q

PMO

A

project management office

64
Q

PRINCE2

A

PRojects IN Controlled Environments

65
Q

PSO

A

projected service outage

66
Q

QA

A

quality assurance

67
Q

QMS

A

quality management system

68
Q

RACI

A

responsible, accountable, consulted and informed

69
Q

RCA

A

root cause analysis

70
Q

RFC

A

request for change

71
Q

ROA

A

return on assets

72
Q

ROI

A

return on investment

73
Q

RPO

A

recovery point objective

74
Q

RTO

A

recovery time objective

75
Q

SAC

A

service acceptance criteria

76
Q

SACM

A

service asset and configuration management

77
Q

SAM

A

software asset management

78
Q

SCM

A

service capacity management

79
Q

SCMIS

A

supplier and contract management information system

80
Q

SDP

A

service design package

81
Q

SFA

A

service failure analysis

82
Q

SIP

A

service improvement plan

83
Q

SKMS

A

service knowledge management system

84
Q

SLA

A

service level agreement

85
Q

SLM

A

service level management

86
Q

SLP

A

service level package

87
Q

SLR

A

service level requirement

88
Q

SMART

A

specific, measurable, achievable, relevant and time-bound

89
Q

SMIS

A

security management information system

90
Q

SMO

A

service maintenance objective

91
Q

SoC

A

separation of concerns

92
Q

SOP

A

standard operating procedure

93
Q

SOR

A

statement of requirements

94
Q

SOX

A

Sarbanes-Oxley (US law)

95
Q

SPI

A

service provider interface

96
Q

SPM

A

service portfolio management

97
Q

SPOF

A

single point of failure

98
Q

TCO

A

total cost of ownership

99
Q

TCU

A

total cost of utilization

100
Q

TO

A

technical observation

101
Q

TOR

A

terms of reference

102
Q

TQM

A

total quality management

103
Q

UC

A

underpinning contract

104
Q

UP

A

user profile

105
Q

VBF

A

vital business function

106
Q

VOI

A

value on investment

107
Q

WIP

A

work in progress

ITIL Glossary (7 decks)

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