| Abkürzung |
Bedeutung |
| ACD |
Automatic Call Distribution (Automatische Anrufverteilung) |
| AM |
Availability Management |
| AMIS |
Availability Management Information System |
| ASP |
Application Service Provider |
| BCM |
Business Capacity Management |
| BCM |
Business Continuity Management |
| BCP |
Business Continuity Plan |
| BIA |
Business Impact Analysis |
| BRM |
Business Relationship Manager |
| BSI |
British Standards Institution |
| BSM |
Business Service Management |
| CAB |
Change Advisory Board |
| CAB/EC |
Change Advisory Board / Emergency Committee |
| CAPEX |
Investitionsausgaben (Capital Expenditure) |
| CCM |
Component Capacity Management |
| CFIA |
Component Failure Impact Analysis (Analyse der Auswirkungen von Komponentenausfällen) |
| CI |
Configuration Item (Konfigurtionselement) |
| CMDB |
Configuration Management Database |
| CMIS |
Capacity Management Information System |
| CMM |
Capability Maturity Model |
| CMMI |
Capability Maturity Model Integration |
| CMS |
Configuration Management System |
| COTS |
Commercial off the Shelf |
| CSF |
Critical Success Factor (Kritischer Erfolgsfaktor) |
| CSI |
Continual Service Improvement |
| CSIP |
Continual Service Improvement Program |
| CSP |
Core Service Package |
| CTI |
Computer Telephony Integration |
| DIKW |
Data-to-Information-to-Knowledge-to-Wisdom |
| eSCM-CL |
eSourcing Capability Model for Client Organizations |
| eSCM-SP |
eSourcing Capability Model for Service Providers |
| FMEA |
Fehlermöglichkeiten- und Auswirkungsanalyse (Failure Modes and Effects Analysis) |
| FTA |
Fault Tree Analysis (Fehlerbaumanalyse) |
| IRR |
Interne Zinsfuß-Methode (Internal Rate of Return) |
| ISG |
IT Steering Group |
| ISM |
Information Security Management |
| ISMS |
Information Security Management System |
| ISO |
International Organization for Standardization |
| ISP |
Internet Service Provider |
| IT |
Informationstechnologie |
| ITSCM |
IT Service Continuity Management |
| ITSM |
IT Service Management |
| itSMF |
IT Service Management Forum |
| IVR |
Interaktive Spracherkennung (Interactive Voice Response) |
| KEDB |
Known Error Database |
| KPI |
Key Performance Indicator |
| LOS |
Servicelinie (Line of Service) |
| MoR |
Management of Risk |
| MTBF |
Mean Time Between Failures (Durchschnittliche Zeit zwischen zwei Ausfällen) |
| MTBSI |
Mean Time Between Service Incidents (Durchschnittliche Zeit zwischen zwei Service-Incidents) |
| MTRS |
Mean Time to Restore Service (Durchschnittliche Zeit bis zur Wiederherstellung des Service) |
| MTTR |
Mean Time to Repair (Durchschnittliche Zeit bis zur Reparatur) |
| NPV |
Barwert-Methode (Net Present Value) |
| OGC |
Office of Government Commerce |
| OLA |
Operational Level Agreement (Vereinbarung auf Betriebsebene) |
| OPEX |
Betriebsausgaben (Operational Expenditure) |
| OPSI |
Office of Public Sector Information |
| PBA |
Business-Aktivitätsmuster (Pattern of Business Activity) |
| PFS |
Voraussetzung für den Erfolg (Prerequisite for Success) |
| PIR |
Review nach der Implementierung (Post Implementation Review) |
| PSA |
Projected Service Availability (Voraussichtliche Serviceverfügbarkeit) |
| QA |
Qualitätssicherung (Quality Assurance) |
| QMS |
Quality Management System |
| RCA |
Analyse der zugrunde liegenden Ursache (Root Cause Analysis) |
| RFC |
Request for Change |
| ROI |
Return on Investment (Investitionsertrag) |
| RPO |
Tolerierter Datenverlust aufgrund von Ausfällen (Recovery Point Objective) |
| RTO |
Maximale Wiederherstellungszeit nach einem Ausfall (Recovery Time Objective) |
| SAC |
Serviceabnahmekriterien (Service Acceptance Criteria) |
| SACM |
Service Asset and Configuration Management |
| SCD |
Supplier- und Vertragsdatenbank (Supplier and Contract Database) |
| SCM |
Service Capacity Management |
| SFA |
Serviceausfallanalyse (Service Failure Analysis) |
| SIP |
Serviceverbesserungsplan (Service Improvement Plan) |
| SKMS |
Service Knowledge Management System |
| SLA |
Service Level Agreement |
| SLM |
Service Level Management |
| SLP |
Service Level Package |
| SLR |
Service Level Anforderung (Service Level Requirement) |
| SMO |
Servicewartungsvorgabe (Service Maintenance Objective) |
| SoC |
Separation of Concerns |
| SOP |
Standard Operating Procedures (Standardbetriebsabläufe) |
| SOR |
Statement of Requirements (Anforderungserklärung) |
| SPI |
Service Provider Schnittstelle (Service Provider Interface) |
| SPM |
Service Portfolio Management |
| SPO |
Optimierung der Servicebereitstellung (Service Provisioning Optimization) |
| SPOF |
Single Point of Failure |
| TCO |
Total Cost of Ownership |
| TCU |
Total Cost of Utilization |
| TO |
Technical Observation (Technische Überwachung) |
| TOR |
Terms of Reference (Aufgabenstellung) |
| TQM |
Total Quality Management |
| UC |
Underpinning Contract (Vertrag mit Drittparteien) |
| UP |
Anwenderprofil (User Profile) |
| VBF |
Vital Business Function (Kritischer Fachbereich) |
| VOI |
Value on Investment (Investitionswert) |
| WIP |
In Arbeit (Work in Progress) |
