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107 Cards in this Set
- Front
- Back
ACD
|
automatic call distribution
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AM
|
availability management
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AMIS
|
availability management information system
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ASP
|
application service provider
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AST
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agreed service time
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BCM
|
business continuity Managment
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BCP
|
business continuity plan
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BIA
|
business impact analysis
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BMP
|
Best Management Plan
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BRM
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business relationship manager
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BSI
|
British Standards Institution
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CAB
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change advisory board
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CAPEX
|
capital expenditure
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CCM
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component capacity managemnt
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CFIA
|
component failure impact analisys
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CI
|
configuration item
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CMDB
|
configuration management database
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CMIS
|
capacity management information system
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CMM
|
capability maturity model
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CMMI
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Capability Maturity Model Integration
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CMS
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configuration management system
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COBIT
|
Control OBjectives for Information and related Technology
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COTS
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commercial off the shelf
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CFS
|
critical success factor
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CSI
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continual service improvement
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CTI
|
computer telephony integration
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DIKW
|
Data-to-Information-to-Knowledge- to-Wisdom
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DML
|
definitive media library
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ECAB
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emergency change advisory board
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ELS
|
early life support
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eSCM-CL
|
eSourcing Capability Model for Client Organizations
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eSCM-SP
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eSourcing Capability Model for Service Providers
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FTA
|
fault tree analysis
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IRR
|
internal rate of return
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ISG
|
IT steering group
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ISM
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information security management
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ISMS
|
information security management system
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ISO
|
Internation Organization for Standardization
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ITSCM
|
IT service continuity management
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ITSM
|
IT service management
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itSMF
|
IT Service Management Forum
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IVR
|
interactive voice response
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KEDB
|
known error database
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KPI
|
key performance indicator
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LOS
|
line of service
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MIS
|
management information service
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M_o_R
|
Management of Risk
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MTBF
|
mean time between failures
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MTBSI
|
mean time between service incidents
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MTRS
|
meantime to restore service
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MTTR
|
mean time to repair
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NPV
|
net present value
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OLA
|
operational level agreement
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OPEX
|
operational expenditure
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PBA
|
pattern of business activity
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PDCA
|
Plan-Do-Check-Act
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PFS
|
prerequisite for success
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PIR
|
post-implementation review
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PMBOK
|
Project Management Body of Knowledge
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PMI
|
Project Management Institute
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PMO
|
project management office
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PRINCE2
|
PRojects IN Controlled Environments
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PSO
|
projected service outage
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QA
|
Quality Assurance
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QMS
|
quality management system
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RACI
|
responsible accountable consulted and informed
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RCA
|
root cause analysis
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RFC
|
request for change
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ROA
|
return on assets
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ROI
|
return on investment
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RPO
|
recovery point objective
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RTO
|
recovery time objective
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SAC
|
service acceptance criteria
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SACM
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service asset configuration management
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SAM
|
software asset management
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SCM
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service capacity management
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SCMIS
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supplier and contract management system
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SDP
|
service design package
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SFA
|
service failure analysis
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SIP
|
service improvement plan
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SKMS
|
service knowledge management system
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SLA
|
service level agreement
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SLM
|
service level management
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SLP
|
service level package
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SLR
|
service level requirement
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SMART
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specific measurable achievable relevant and time-bound
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SMIS
|
security management information system
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SMO
|
service maintenance objective
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SoC
|
separation of concern
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SOP
|
standard operating procedure
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SOR
|
statement of requirements
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SOX
|
Sarbanes-Oxley (U.S. law)
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SPI
|
service provider interface
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SPM
|
service portfolio management
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SPOF
|
single point of failure
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TCO
|
total cost of ownership
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TCU
|
total cost of utilization
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TO
|
technical observation
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TOR
|
terms of reference
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TQM
|
total quality management
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UC
|
underpinning contract
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UP
|
user profile
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VBF
|
vital business function
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VBOI
|
value on investment
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WIP
|
work in progress
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ISP
|
internet service provider
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IT
|
information technology
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