Introduction
  • ITIL is short for Information Technology Infrastructure Library
  • Emerged in 1980s
    • ITIL v2 in 2001
    • ITIL v3 in June 2007
  • based on best-practice in the IT industry
  • primarily describes the Service Lifecycle of IT Service Management

ITIL Certification Scheme

Sunday, December 30, 2007

ITIL® Glossary v01, 1 May 2006: Acronyms

Get the ITIL glossary in PDF file here

Acronym


Term

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

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

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