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