Abbreviations

10 October 2008

Abbreviations and Acronyms

The following is a list of abbreviations and acronyms that are commonly used in the ITIL arena. If you know of any more that can be added then please drop us a line.

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Click the first letter of the abbreviation you are searching for below, or feel free to browse. Clicking on one of the abbreviations will return you to here.

a b c d e f g h i j k l m n o p q r s t u v w x y z

ABBREVIATION	DESCRIPTION
ACD	Automatic Call Distribution
AMDB	Availability Management Database
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

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

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
PIR	Post Implementation Review
PM	Problem Management
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)
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
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
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

Y2K	Year 2000

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