| ACD |
Automatic Call Distribution |
| AMDB |
Availability Management Database |
| ARM |
Application Response Measurement |
| ASP |
Application Service Provider |
| BCM |
Business Capacity Management |
| BCP |
Business Continuity Plan(ning) |
| BIA |
Business Impact Analysis |
| BITA |
Business/IT Alignment |
| BQF |
British Quality Foundation |
| BRM |
Business Relationship Management |
| BSC |
Balanced Scorecard |
| BSI |
British Standards Institution |
| C&CM |
Configuration and Change Management |
| CAB |
Change Advisory Board |
| CAB/EC |
Change Advisory Board/Emergency Committee |
| CASE |
Computer-Aided Systems Engineering |
| CCTA |
Central Computer and Telecommunications Agency |
| CDB |
Capacity Management Database |
| CFIA |
Component Failure Impact Analysis |
| CI |
Configuration Item |
| CM |
Change / Configuration Management |
| CMDB |
Configuration Management Database |
| CMM |
Capability Maturity Model |
| COP |
Code of Practice |
| CPU |
Central Processing Unit |
| CRAMM |
CCTA Risk Analysis Management Methodology |
| CRM |
Customer Relationship Management |
| CSF |
Critical Success Factor |
| CTI |
Computer Telephony Integration |
| DBMS |
Database Management System |
| DHS |
Definitive Hardware Store |
| DISC |
Delivering Information Systems to Customers |
| DR |
Disaster Recovery |
| DRP |
Disaster Recovery Plan(ning) |
| DSL |
Definitive Software Library |
| EC |
Emergency Committee |
| EDI |
Electronic Data Interchange |
| EFQM |
European Foundation for Quality Management |
| EXIN |
Examen Instituut |
| FSC |
Forward Schedule of Change |
| FTA |
Fault Tree Analysis |
| GUI |
Graphical User Interface |
| HD |
Help Desk |
| ICAM |
Integrated Computer-Aided Manufacturing |
| ICT |
Information and Communications Technology |
| ID |
Identification |
| IDEF |
ICAM Definition |
| IP |
Internet Protocol |
| IR |
Incident Record / Report |
| IRR |
Internal Rate of Return |
| IS |
Information System(s) / Information Service(s) |
| ISEB |
Information Systems Examination Board |
| ISO |
International Standards Organisation |
| IT |
Information Technology |
| ITAMM |
IT Availability Metrics Model |
| ITIL |
Information Technology Infrastructure Library |
| ITSCM |
IT Service Continuity Management |
| ITSM |
IT Service Management |
| itSMF |
IT Service Management Forum |
| IVR |
Interactive Voice Response |
| JD |
Job Description |
| KE |
Known Error |
| KEDB |
Known Error Database |
| KEL |
Known Error Log |
| KER |
Known Error Record / Report |
| KPI |
Key Performance Indicator |
| KSF |
Key Success Factors |
| KVP |
Kontinuierlicher Verbesserungsprozess |
| LAN |
Local Area Network |
| MI |
Management Information |
| MTBF |
Mean Time Between Failures |
| MTBSI |
Mean Time Between System / Service Incidents |
| MTTF |
Mean Time To Fix |
| MTTR |
Mean Time To Repair |
| NAT |
Network Address Translation |
| NPV |
Net Present Value |
| OGC |
Office of Government Commerce |
| OLA |
Operational Level Agreement |
| PC |
Personal Computer |
| PER |
Project Evaluation Review |
| PID |
Project Initiation Document |
| PIP |
Process Improvement Program |
| PIR |
Post Implementation Review |
| PM |
Problem Management |
| PMM |
Process Maturity Model |
| PR |
Problem Record / Report |
| PRINCE2 |
Projects IN Controlled Environments |
| PSA |
Projected Service Availability |
| QA |
Quality Assurance |
| QBE |
Query By Example |
| QMS |
Quality Management System |
| RCM |
Resource Capacity Management |
| RFC |
Request For Change |
| RFO |
Reason For Outage |
| RFS |
Request For Service (Service Request) |
| RIM |
Relational Database Management System Interface Module |
| ROI |
Return On Investment |
| RTFM |
Read The Flaming Manual !! |
| SAC/D |
Service Acceptance Certificate / Document |
| SCI |
Software Configuration Item |
| SCM |
Service Capacity / Supply Chain Management |
| SD |
Service Desk |
| SIP |
Service Improvement Plan / Program |
| SLA |
Service Level Agreement |
| SLM |
Service Level Management |
| SLO |
Service Level Objective |
| SLR |
Service Level Requirement |
| SLU |
Service Level Understanding |
| SM |
Service Management |
| SMO |
Service Maintenance Objective |
| SMT |
Service Management Team |
| SOA |
Systems Outage Analysis |
| SPICE |
Software Process Improvement Capability dEtermination |
| SPOC |
Single Point of Contact |
| SPOF |
Single Point of Failure |
| SPOR |
Single Point of Responsability |
| SQP |
Service Quality Plan |
| SSADM |
Structured Systems Analysis and Design Method |
| TCO |
Total Cost of Ownership |
| TOP |
Technical Observation Post |
| TOR |
Terms of Reference |
| TP |
Transaction Processing |
| TQM |
Total Quality Management |
| UART |
Universal Asynchronous Receiver-Transmitter |
| URL |
Uniform Resource Locator |
| VBF |
Vital Business Function |
| VFM |
Value For Money |
| VOI |
Voice over the Internet |
| VOIP |
Voice Over Internet Protocol |
| WAN |
Wide Area Network |
| WFD |
WorkFlow diagram |
| WIP |
Work in Progress |
