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luke.geek.nz


An IT Engineer with a love for all things IT including (but not limited to), Microsoft Azure, Automation and Service Management!


Common ITIL Abbreviations

ITIL (Information Technology Infrastructure Library) and IT (Information Technology) in general is filled with lots of abbreviations which sometimes get ahead of you – I have combined a useful list of ITIL abbreviations for quickly determining what something means. Use CTRL+F to quickly open the Find dialog of your internet browser and type in the abbreviation to display the meaning.

ACD automatic call distribution

AM availability management

AMIS availability management information system

ASP application service provider

AST agreed service time

BCM business continuity management

BCP business continuity plan

BIA business impact analysis

BMP Best Management Practice

BRM business relationship manager

BSI British Standards Institution

CAB change advisory board

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

COBIT Control OBjectives for Information and related Technology

COTS commercial off the shelf

CSF critical success factor

CSI continual service improvement

CTI computer telephony integration

DIKW Data-to-Information-to-Knowledge-to-Wisdom

DML definitive media library

ECAB emergency change advisory board

ELS early life support

eSCMCL eSourcing Capability Model for Client Organizations

eSCM-SP eSourcing Capability Model for Service Providers

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

MIS management information system

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

OLA operational level agreement

OPEX operational expenditure

PBA pattern of business activity

PDCA Plan-Do-Check-Act

PFS prerequisite for success

PIR post-implementation review

PMBOK Project Management Body of Knowledge

PMI Project Management Institute

PMO project management office

PRINCE2 Projects IN Controlled Environments

PSO projected service outage

QA quality assurance

QMS quality management system

RACI responsible, accountable, consulted and informed

RCA root cause analysis

RFC request for change

ROA return on assets

ROI return on investment

RPO recovery point objective

RTO recovery time objective

SAC service acceptance criteria

SACM service asset and configuration management

SAM software asset management

SCM service capacity management

SCMIS supplier and contract management information system

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

SMART specific, measurable, achievable, relevant and time-bound

SMIS security management information system

SMO service maintenance objective

SoC separation of concerns

SOP standard operating procedure

SOR statement of requirements

SOX Sarbanes-Oxley (US law)

SPI service provider interface

SPM service portfolio management

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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