| 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 Plan
|
| CSP
| Core Service Package
|
| CTI
| Computer Telephony Integration
|
| DIKW
| Data–to–Information–to–Knowledge–to–Wisdom
|
| ELS
| Early Life Support
|
| 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
|
| 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
|
| OGC
| Office of Government Commerce
|
| OLA
| Operational Level Agreement
|
| OPEX
| Operational Expenditure
|
| OPSI
| Office of Public Sector Information
|
| PBA
| Pattern of Business Activity
|
| PIR
| Post-Implementation Review
|
| PFS
| Prerequisite for Success
|
| PSO
| Projected Service Outage
|
| 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
|
| SoC
| Separation of concerns
|
| SAC
| Service Acceptance Criteria
|
| SACM
| Service asset and Configuration Management
|
| SCD
| Supplier and contract database
|
| SCM
| Service Capacity Management
|
| SDP
| Service Design Package
|
| 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
|
| 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
|
| TO
| Technical Observation
|
| TOR
| Terms of reference
|
| TCO
| Total Cost of Ownership
|
| TCU
| Total Cost of Utilization
|
| TQM
| Total Quality Management
|
| UC
| Underpinning Contract
|
| UP
| User Profile
|
| VBF
| Vital Business Function
|
| VOI
| Value on Investment
|
| WIP
| Work in Progress
|
