Get the ITIL glossary in PDF file here
| Acronym |
|
| 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 & Configuration Management |
| SCD | Supplier and Contract Database |
| SCM | Service Capacity Management |
| SFA | Service Failure Analysis |
| SIP | Service Improvement Plan |
| SKMS | Service Knowledge Management System |
| | 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 |
