| Term |
Defintion |
| ACD |
Automatic Call Distribution |
| 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 |
Capital Expenditure |
| CCM |
Component Capacity Management |
| CFIA |
Component Failure Impact Analysis |
| CI |
Configuration Item |
| 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 |
| CSI |
Continual Service Improvement |
| CSIP |
Continual Service Improvement Programme |
| 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 |
Failure Modes and Effects Analysis |
| FTA |
Fault Tree Analysis |
| IRR |
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 |
Information Technology |
| ITSCM |
IT Service Continuity Management |
| ITSM |
IT Service Management |
| itSMF |
IT Service Management Forum |
| IVR |
Interactive Voice Response |
| KEDB |
Known Error Database |
| KPI |
Key Performance Indicator |
| LOS |
Line of Service |
| MoR |
Management of Risk |
| MTBF |
Mean Time Between Failures |
| MTBSI |
Mean Time Between Service Incidents |
| MTRS |
Mean Time to Restore Service |
| MTTR |
Mean Time to Repair |
| NPV |
Net Present Value |
| OGC |
Office of Government Commerce |
| OLA |
Operational Level Agreement |
| OPEX |
Operational Expenditure |
| OPSI |
Office of Public Sector Information |
| PBA |
Pattern of Business Activity |
| PFS |
Prerequisite for Success |
| PIR |
Post Implementation Review |
| PSA |
Projected Service Availability |
| QA |
Quality Assurance |
| QMS |
Quality Management System |
| RCA |
Root Cause Analysis |
| RFC |
Request for Change |
| ROI |
Return on Investment |
| RPO |
Recovery Point Objective |
| RTO |
Recovery Time Objective |
| SAC |
Service Acceptance Criteria |
| SACM |
Service Asset and Configuration Management |
| SCD |
Supplier and Contract Database |
| SCM |
Service Capacity Management |
| SFA |
Service Failure Analysis |
| SIP |
Service Improvement Plan |
| SKMS |
Service Knowledge Management System |
| SLA |
Service Level Agreement |
| SLM |
Service Level Management |
| SLP |
Service Level Package |
| SLR |
Service Level Requirement |
| SMO |
Service Maintenance Objective |
| SoC |
Separation of Concerns |
| SOP |
Standard Operating Procedures |
| SOR |
Statement of requirements |
| SPI |
Service Provider Interface |
| SPM |
Service Portfolio Management |
| SPO |
Service Provisioning Optimization |
| SPOF |
Single Point of Failure |
| TCO |
Total Cost of Ownership |
| TCU |
Total Cost of Utilization |
| TO |
Technical Observation |
| TOR |
Terms of Reference |
| TQM |
Total Quality Management |
| UC |
Underpinning Contract |
| UP |
User Profile |
| VBF |
Vital Business Function |
| VOI |
Value on Investment |
| WIP |
Work in Progress |
