Acronyms Flashcards
CMS
Configuration Management System
ITIL
Information Technology Infrastructure Library
CMDB
Configuration Management Database
ITSM
IT Service Management
KEDB
Known Error Database
- A database that records the details of known errors
- ITIL Service Operation > Problem Management
KPI
Key Performance Indicator
- A metric that is used to help manage a process, service or activity. KPIs should be selected to ensure that efficiency, effectiveness, and cost effectiveness are all managed.
AMIS
Availability Management Information System
BCM
Business Continuity Management
BCP
Business Continuity Plan
BIA
Business Impact Analysis
ELS
Early life support
FM
Facilities Management
OC
Operations Control
SDP
Service Delivery Package
SIP
Service Improvement Package
SLP
Service Level Package
SPR
Service Performance Reports
RACI
*Responsible, *Accountable, *Consulted, *Informed
Identification of specific roles and responsibilities for a process.
VOI
Value on investment
ROI
Return on Investment
OLA
Operational Level Agreement: an agreement between two internal parties to support services.
SLA
Service Level Agreement: An agreement between an IT service provider and the customer.
SLR
Service Level Requirement: a customer requirement for an aspect of an IT service.
SLT
Service Level Target: a commitment to a specific level of service derived from Service Level Requirements.
