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Glossary of Terms

Abbreviations /Acronym

Abbreviation Term

ACD 

automatic call distribution

AM

availability management

AMIS 

availability management information system

ASP 

application service provider

AST 

agreed service time

BCM 

business continuity management

BCP 

business continuity plan

BCS

British Computer Society

BIA 

business impact analysis

BMP

Best Management Practice

BRM 

business relationship manager

BSI 

British Standards Institution

CAB 

change advisory board

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

COBIT 

Control OBjectives for Information and related Technology

COTS 

commercial off the shelf

CSF 

critical success factor

CSI 

continual service improvement

CTI 

computer telephony integration

DIKW

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

DML 

definitive media library

ECAB 

emergency change advisory board

ELS 

early life support

eSCM-CL 

eSourcing Capability Model for Client Organizations

eSCM-SP 

eSourcing Capability Model for Service Providers

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

ITSO

IT support organisation

IVR 

interactive voice response

KEDB

known error database

KPI

key performance indicator

LOS 

line of service

MIS 

management information system

M_o_R 

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

OLA 

operational level agreement

OPEX

operational expenditure

PBA 

pattern of business activity

PDCA 

Plan-Do-Check-Act

PFS 

prerequisite for success

PIR

post-implementation review

PMBOK

Project Management Body of Knowledge

PMI 

Project Management Institute

PMO

project management office

PRINCE2 

PRojects IN Controlled Environments

PSO 

projected service outage

QA 

quality assurance

QMS 

quality management system

RACI

responsible, accountable, consulted and informed

RCA 

root cause analysis

RFC

request for change

ROA 

return on assets

ROI

return on investment

RPO 

recovery point objective

RTO 

recovery time objective

SAC

service acceptance criteria

SACM

service asset and configuration management

SAM 

software asset management

SCM 

service capacity management

SCMIS 

supplier and contract management information system

SDI

Service Desk Institute

SDP

service design package

SFA

service failure analysis

SFIA

Skills Framework for the Information Age

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

SLT

service level targets(s)

SMART 

specific, measurable, achievable, relevant and time-bound

SMIS 

security management information system

SMO

service maintenance objective

SoC 

separation of concerns

SOP

standard operating procedure

SOR 

statement of requirements

SOX 

Sarbanes-Oxley (US law)

SPOC

single point of contact

SPI 

service provider interface

SPM

service portfolio management

SPOF

single point of failure

TCO 

total cost of ownership

VBF

vital business function

 

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