1.0, 29 2011
ITIL
.
www.itil-officialsite.com/InternationalActivities/TranslatedGlossaries.aspx.
(Ashley Hanna, HP) (Stuart Rance,
HP), 2007 ,
2011.
,
ITIL 2007 2011 .
www.itil-officialsite.com/Publications/PublicationAcknowledgements.aspx.
(INLINE Technologies),
, ,
:
(IT Expert),
(IT Exploration Services),
(Cleverics),
(HP).
itSMF
,
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.
www.itil-officialsite.com.
OGC
Office of
Government
Commerce
(OGC)
OGC (
Best Management Practice)
.
. www.cabinetoffice.gov.uk.
PRINCE2
PRINCE2
. PRINCE2.
SLAM Chart
COBIT
ITIL
SLAM-
SWOT-
SWOT Analysis
Automatic Call
Distribution
(ACD)
Accredited
- . ,
.
(ITIL Service Strategy) .
,
.
:
, , , , ,
, ,
.
Asset
. ; ;
.
Customer Asset
Invocation
Active
Monitoring
.
. .
(ITIL Service Design) ,
. ,
- -.
(ITIL Service Operation)
-,
.
. .
(BIA)
(CFIA)
Opportunity
Cost
Depreciation
Business Impact
Analysis (BIA)
Component
Failure Impact
Analysis (CFIA)
Cost Benefit
Analysis
,
.
. ;
; ;
;
.
(FTA)
Fault Tree
Analysis (FTA)
Kepner And
Tregoe Analysis
Pain Value
Analysis
Gap Analysis
(SFA)
Service Failure
Analysis (SFA)
Service
Analytics
Trend Analysis
Analytical
Modelling
(ITIL Continual Service Improvement)
.
, ,
,
.
-.
(ITIL Continual Service Improvement) (ITIL Service
Design) (ITIL Service Strategy) ,
-
. , ,
.
. ;
.
Crisis
Management
,
.
,
,
.
Architecture
Attribute
. ;
.
Excitement
Attribute
. .
-
,
.
.
Audit
. ; .
Outsourcing
(CMDB)
Configuration
Management
Database
(CMDB)
Knowledge
Base
Known Error
Database
(KEDB)
(KEDB)
ITSM
Baseline
-
.
. .
Configuration
Baseline
Security
. .
Definitive Media
Library (DML)
Business
Business
Customer
Business
Perspective
(DML)
Business Unit
Business
Process
, .
-
-. ,
,
-. -.
, -. ,
.
-
-. -
-,
,
-,
- .
Business
Service
. , .
(BSI)
Business
Objective
British
Standards
Institution (BSI)
Quick Win
Fast Recovery
Responsiveness
,
-.
,
-
..
,
-
.
Budget
. ; .
Budgeting
.
( )
.
Capital
Budgeting
Work in
Progress (WIP)
, , ,
.
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Verification
Verification and
Audit
Version
Relationship
.
- .
,
. ,
,
, -
,
.
Charging
Vision
,
.
.
. .
Process Owner
Service Owner
,
.
, ,
.
,
,
.
(ITIL Continual Service Improvement) ,
.
.
.
.
Impact
(UC)
Underpinning
Contract (UC)
External
Customer
, ,
-, .
. ;
.
External Service
Provider
External Metric
,
- .
. . .
Transfer Cost
Internal
Customer
Internal Service
Provider
(ITIL Service Strategy) ,
,
. ,
-
,
.
-
.
, ,
-.
. ,
.
(ITIL Service Strategy) -,
, .
-
.
. I;
II; .
Internal Metric
,
-
,
.
-.
. .
()
Internal Rate of
Return (IRR)
Return to
Normal
Return on
Investment
(ROI)
Back-Out
Restore
Restoration of
Service
. .
Service Pipeline
Recovery
Remediation
(ROI)
-.
Service
Maintenance
Objective (SMO)
Support Hours
Service Hours
Downtime
Response Time
,
.
,
.
(ITIL Service Strategy) ,
.
,
.
Enabling
Service
. .
Second-Line
Support
()
()
Service
Sourcing
Retire
Fulfilment
. ,
-
.
Throughput
High Availability
(Service Design) ,
-.
,
,
.
Billing
(ITIL Service Strategy) ,
.
(,
)
.
, ,
(
).
,
. -
.
Warranty
. .
Hot Standby
. ;
.
. .
Change
Schedule
IT Steering
Group (ISG)
Support Group
(ISG)
--
(DIKW)
Data-toInformation-toKnowledge-toWisdom (DIKW)
Driver
, ,
. ,
.
Activity
,
. , ,
,
.
Diagnosis
Ishikawa
Diagram
Fishbone
Diagram
. .
Differential
Charging
,
,
-
. ,
,
-.
(VOI)
Value On
Investment
(VOI)
Service Contract
(ITIL Service Strategy)
-.
-, ,
(,
).
. .
()
Contract
Document
,
.
. , ,
,
.
. .
Job Description
Enhancing
Service
, ,
, ,
.
,
.
(ITIL Service Strategy) ,
,
.
, ,
,
.
. ;
.
Availability
(ROA)
Return on
Assets (ROA)
(ITIL Service Strategy) .
.
. .
(SPOF)
Single Point of
Contact
Single Point of
Failure (SPOF)
Cost Unit
. .
Unit Cost
Chargeable Item
Release Unit
(ITIL Service Transition) -,
.
,
- .
,
, ,
, ,
..
,
.
-,
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..
. :
, ,
, , ,
.
, ,
, ,
.
, , ,
, ..
Lifecycle
Service
Management
Lifecycle
. .
Service
Lifecycle
-,
, , ,
-.
, , ,
-.
Dependency
Stakeholder
, , ,
- ..
, ,
, .
, , ,
, , ..
. .
Customer
.
-
,
.
-
(SOX)
Sarbanes-Oxley
(SOX)
,
.
Closed
Closure
Record
,
.
.
, ,
.
Change Record
Problem Record
Release Record
Known Error
Record
Incident Record
Service Request
Change
Request
. .
Request for
Change (RFC)
Cost
,
, - -.
(),
(
) .
(RFC)
Call
Major Incident
Maturity
Identity
Configuration
Identification
Release
Identification
Hierarchic
Escalation
Known Error
Overhead
Change
Service Change
. .
Simulation
Modelling
Insourcing
(PMI)
Project
Management
Institute (PMI)
,
, ,
. PMI
,
. PMI
PMBOK.
www.pmi.org.
.
PRINCE2.
Value Network
(IVR)
Interactive Voice
Response (IVR)
Internet Service
Provider (ISP)
,
. -
-,
.
Service Provider
Interface (SPI)
Information
System
. .
(SMIS)
Security
Management
Information
System (SMIS)
()
Information
Technology (IT)
,
.
,
,
.
-, ,
, , ..
- -.
Infrastructure
Service
,
,
.
.
Incident
9000
ISO 9000
,
.
www.iso.org.
.
.
9001
ISO 9001
.
. ISO 9000; .
/ 20000
/ 27001
ISO/IEC 20000
ISO/IEC 27001
-.
(ITIL Continual Service Improvement) (ITIL Service
Design)
.
/ 27002.
. .
/ 27002
ISO/IEC 27002
Repair
Change History
IT Infrastructure
, ,
..,
, , ,
, -.
-
,
,
.
IT Service
, -.
-
, . -,
,
,
.
-, ,
,
, .
. ; ;
; .
Confidentiality
Capitalization
(CAPEX)
Capital
Expenditure
(CAPEX)
. .
Capital Cost
Service
Catalogue
, -
.
. ,
,
,
.
Category
, ,
.
,
,
.
,
.
Quality
. .
Qualification
Classification
-.
. ,
, , ..,
.
,
, -. ,
.
:
Client
,
. ,
,
.
-
,
. ,
.
()
Key
Performance
Indicator (KPI)
Commercial off
the Shelf
(COTS)
(CMMI)
Capability
Maturity Model
Integration
(CMMI)
(TQM)
Total Quality
Management
(TQM)
Component
,
- .
,
-,
. ,
,
.
Component CI
Computer
Telephony
Integration (CTI)
,
, - ..
, .
Outcome
. .
Concurrency
,
.
Countermeasure
.
,
,
-.
Control
,
- .
,
, , (RAID),
..
.
(QA)
Quality
Assurance (QA)
(ITIL Service Transition) ,
,
.
,
.
ITIL.
. .
Configuration
Control
Operations
Control
. .
IT Operations
Control
Benchmark
()
Configuration
Item (CI)
Configuration
Record
Configuration
Charter
Service Charter
Design
Coordination
Root Cause
Enterprise
Financial
Management
Course
Corrections
Indirect Cost
,
.
.
(ITIL Service Strategy)
-,
. ,
.
.
. .
SMART
SMART
Service
Acceptance
Criteria (SAC)
(CSF)
Critical Success
Factor (CSF)
,
-, , ,
.
. ,
-
,
,
, ..
Vital Business
Function (VBF)
, ,
, ,
.
Culture
. .
Line of Service
(LOS)
Best Practice
,
. ITIL
.
Scalability
-, ,
..,
,
.
Authority Matrix
. .
RACI
International
Organization for
Standardization
(ISO)
() - .
- ,
156 .
www.iso.org.
Account
Manager
c
(BRM)
Business
Relationship
Manager (BRM)
(RACI)
()
(-)
PRINCE2 (PRINCE2)
Process
Manager
,
.
, ,
.
, ,
-
.
,
,
.
Service
Manager
.
,
,
- .
PRojects IN
Controlled
Environments
(PRINCE2)
,
.
www.prince-officialsite.com.
. PMBOK.
M_o_R (M_o_R)
Management of
Risk (M_o_R)
Metric
M_o_R
,
,
- .
www.mor-officialsite.com.
(ITIL Continual Service Improvement)
, - .
. .
Mission
,
. ,
, ,
.
. .
Portable Facility
(ITIL Service Design)
,
-.
. ;
.
Modelling
,
, , -,
..
,
.
Model
, , -,
..
.
eSCM-CL
eSourcing
Capability Model
for Client
Organizations
(eSCM-CL)
eSCM-SP
eSourcing
Capability Model
for Service
Providers
(eSCM-SP)
Pattern of
Business
Activity (PBA)
Request Model
Cost Model
(ITIL Service Strategy) ,
,
,
, - .
. ; ;
.
Change Model
Kano Model
Source
. .
Service Model
Brainstorming
Monitoring
Capacity
Reliability
Work Order
.
.
Tuning
,
.
- .
,
.
,
.
Immediate
Recovery
Prerequisite For
Success (PFS)
, ,
, ,
.
,
.
Continuous
Availability
Continuous
Operation
()
Near-Shore
Notional
Charging
Normal Change
Normal Service
Operation
Review
, , ,
..
,
. :
, ,
.
. ;
.
Detection
Serviceability
Workaround
Shared Service
Unit
. II.
Projected
Service Outage
(PSO)
()
Onshore
. ();
.
Business
Operations
Operational
Cost
(OPEX)
Operational
Expenditure
(OPEX)
. .
Operational
(, ,
).
-
-.
Operation
. , ,
.
Alert
Service
Valuation
Optimize
,
,
, ..
Service Option
Organization
,
. ,
,
- (itSMF).
, ,
,
-.
International
Standards
Organization
Core Service
.
(ITIL Service Strategy) ,
,
.
.
.
. ;
; -; .
Fixed Asset
Fault
. .
Fault Tolerance
. ; .
Variance
.
,
,
, .
Exception
Report
,
,
.
,
.
Accounting
Period
()
Project
Management
Office (PMO)
(ITIL Service Design) (ITIL Service Strategy)
,
.
. ; .
(ITIL Service Strategy)
,
.
-, ,
.
Offshore
. ();
().
Scope
, ,
, , .. ,
-
; / 20000
-,
.
Change
Evaluation
PostImplementation
Review (PIR)
,
.
.
Risk
Assessment
:
,
.
(
) .
Assessment
,
-
,
.
. .
Application
Sizing
Error
(SLP)
Service Level
Package (SLP)
. .
Service
Package
. -
Release
Package
Dashboard
Partnership
,
.
-
,
-.
. .
Passive
Monitoring
First-Line
Support
Early Life
Support (ELS)
Variable Cost
Statement Of
Requirements
(SOR)
Control
Perspective
(ITIL Service Strategy)
-, , ,
..
-,
..
,
.
.
(ITIL Service Transition)
- -,
.
,
.
Pilot
. ; .
(BCP)
Plan
,
,
. ,
- . / 20000
-.
Availability Plan
Capacity Plan
Business
Continuity Plan
(BCP)
IT Service
Continuity Plan
(SIP)
Service
Improvement
Plan (SIP)
Planning
. , .
Transition
Planning and
Support
Job Scheduling
Capacity
Planning
- (PDCA)
Plan-Do-CheckAct (PDCA)
, -.
.
-,
.
.
Planned
Downtime
(ITIL Service Design) ,
- .
, .
. ;
.
Supporting
Service
Supplier
. ; .
Validation
Service
Validation and
Testing
Root Cause
Analysis (RCA)
(ITIL Service Strategy) ,
.
?,
,
. -
.
Utility
. .
Policy
.
, , , ,
- ..
Security Policy
. .
Charging Policy
Information
Security Policy
User
, -
.
,
- .
Threshold
,
. , " 1
4 ", " 5
",
" 10 ".
Customer
Portfolio
Best Management
Practice (BMP)
Best
Management
Practice (BMP)
Application
Portfolio
Project Portfolio
Customer
Agreement
Portfolio
Service Portfolio
IT Service
Provider
Service Provider
(ITIL Service Strategy) ,
-
.
(ITIL Service Strategy) ,
.
-.
. I;
II; III.
Application
Service Provider
(ASP)
Type I Service
Provider
II
Type II Service
Provider
III
Gradual
Recovery
(CSI)
Continual
Service
Improvement
(CSI)
(ITIL Continual Service Improvement)
.
-, -.
-
,
, -
-
,
.
. ,
,
,
.
. --.
Fixed Cost
Service
Potential
Market Space
Rights
Practice
,
.
, ,
, .
. .
Code of Practice
,
,
ISO BSI.
.
.
Marginal Cost
Change
Proposal
Transition
Service
Transition
Estimation
Acceptance
.
.
, -,
,
, ,
.
;
.
. .
Application
,
,
-.
-.
.
. ;
.
Pareto Principle
Priority
Proactive
Problem
Management
Proactive
Monitoring
(ITIL Service Operation) ,
.
. .
Problem
Programme
,
.
Production
Environment
. .
Project
,
,
.
,
, ,
.
,
,
PRINCE2
PMBOK.
. ; ;
.
Design
Service Design
(ITIL Service Design)
-.
, ,
,
-
.
: ,
, ,
,
-,
.
,
,
.
. .
Service Design
Package (SDP)
Performance
, ,
, , , -.
Intermediate
Recovery
User Profile
(UP)
Procedure
, ,
.
.
. .
Percentage
Utilization
Process
,
.
.
,
,
,
. , ,
, , ,
.
Charging
Process
Relationship
Processes
/ 20000,
.
Control
Processes
/ 20000,
.
Resolution
Processes
/ 20000,
.
Direct Cost
Operate
.
,
.
(
)
Work Instruction
, ,
.
, ,
,
.
Workload
,
-.
,
-.
,
-.
.
Deployment
Separation of
Concerns (SOC)
-,
,
.
,
.
Development
Resolution
Expanded
Incident
Lifecycle
Reactive
Monitoring
(ITIL Service Operation) ,
. ,
.
. .
Asset Register
CSI Register
Live
()
Redundancy
Backup
Standby
Deliverable
-,
.
- .
Effectiveness
(ITIL Continual Service Improvement)
, .
,
.
. .
Guideline
, ,
.
.
. .
Release
Resource
Risk
,
,
. ,
,
, .
,
.
Role
,
, .
.
. ,
.
-.
Governance
,
,
.
, ,
.
Manual
Workaround
Balanced
Scorecard
Failure
Build
. .
Middleware
Seven-Step
Improvement
Process
Server
Service Culture
, .
-.
Service Asset
Certification
.
. .
,
.
.
,
.
,
. :
System
,
,
.
,
,
. ,
.
,
,
.
()
Quality
Management
System (QMS)
(ITIL Continual Service Improvement) ,
, , ,
,
-
.
. 9000.
Management
System
, , , ,
,
(
) .
,
.
. .
(AMIS)
(SKMS)
Availability
Management
Information
System (AMIS)
Service
Knowledge
Management
System (SKMS)
(ISMS)
Information
Security
Management
System (ISMS)
(CMS)
Configuration
Management
System (CMS)
(ITIL Service Transition) ,
,
. CMS
,
, , ,
,
. CMS
, ,
, . CMS
-.
.
.
(CMIS)
Capacity
Management
Information
System (CMIS)
(SCMIS)
Supplier and
Contract
Management
Information
System (SCMIS)
Directory
Service
Service Desk
( Service Desk)
(ITIL Service Operation) ,
. ,
,
-,
24 .
Shift
Snapshot
(CAB)
(ECAB)
()
Event
Change
Advisory Board
(CAB)
Emergency
Change
Advisory Board
(ECAB)
Total Cost of
Ownership
(TCO)
()
Total Cost of
Utilization (TCU)
(ITIL Service Strategy) ,
.
- .
. .
Agreed Service
Time (AST)
Agreement
,
.
, ,
.
. ;
.
(SLA)
Reciprocal
Arrangement
Service Level
Agreement
(SLA)
(OLA)
Operational
Level
Agreement
(OLA)
(ITIL Service Design) (ITIL Continual Service
Improvement)
- .
-
- .
.
,
:
-
.
. .
Compliance
,
.
.
-
.
. .
Maintainability
Tension Metrics
Assembly
Specification
.
,
.
.
,
.
Asset Specificity
Recovery Option
Capability
Benchmarking
Environment
Live
Environment
Development
Environment
Build
Environment
Test
Environment
(MTRS)
Mean Time to
Restore Service
(MTRS)
,
-
. MTRS
-
.
. ;
.
(MTTR)
Mean Time to
Repair (MTTR)
,
-
. MTTR
-
. MTTR
,
. MTTR
(MTRS).
(MTBSI)
Mean Time
Between
Service
Incidents
(MTBSI)
Mean Time
Between
Failures (MTBF)
Urgency
(MTBF)
. , ISO/IEC 20000
( ),
Unix
.
,
,
ISO BSI.
Standard
. .
PMBOK
(PMBOK)
Project
Management
Body of
Knowledge
(PMBOK)
,
.
www.pmi.org.
.
PRINCE2.
(ITIL Service Transition)
, ,
-
. ,
.
RFC ,
, .
Standard
Change
. .
Standard
Operating
Procedures
(SOP)
Status
.
,
, ..
Fixed Facility
Strategic
Strategic Asset
Strategy
Management for
IT Services
Strategy
Service Strategy
Configuration
Structure
Super User
Diagnostic
Script
Use Case
Tactical
(, ,
).
,
,
.
Running Costs
. .
Warm Standby
. .
Test
. ;
.
Technical
Support
. .
()
Terms of
Reference
(TOR)
Technical
Observation
(TO)
Change Window
Release
Window
. .
Cost Type
CI Type
Call Type
Transaction
, -.
,
.
,
.
,
(..
).
Requirement
(SLR)
Service Level
Requirement
(SLR)
Third-Line
Support
Third Party
, ,
-.
,
.
,
.
. .
Threat
-,
.
. ,
,
. ,
,
-,
,
.
Usability
Asset
Management
Security
Management
. .
Business
Service
Management
-,
-. -
-.
Business
Relationship
Management
(AM)
Availability
Management
(AM)
Access
Management
Request
Fulfilment
Cost
Management
Knowledge
Management
Change
Management
Facilities
Management
(ISM)
Information
Security
Management
(ISM)
(ITIL Service Design) ,
,
, ,
-
.
,
,
-,
, ,
.., .
.
.
(ITSM)
Incident
Management
IT Service
Management
(ITSM)
Service
Catalogue
Management
Configuration
Management
.
.
Capacity
Management
(ITIL Continual Service Improvement) (ITIL Service
Design) ,
-
- ,
.
,
-,
.
:
,
.
. .
Business
Capacity
Management
(CCM)
Component
Capacity
Management
(CCM)
(SCM)
Service
Capacity
Management
(SCM)
Business
Continuity
Management
(BCM)
(ITSCM)
IT Service
Continuity
Management
(ITSCM)
Service
Continuity
Management
. -.
Operations
Management
. .
Fixed Asset
Management
(BCM)
Supplier
Management
(ITIL Service Design) ,
- ,
.
.
.
(SPM)
Service Portfolio
Management
(SPM)
Application
Management
Problem
Management
Software Asset
Management
(SAM)
Process Control
, ,
.
Release
Management
. .
Release and
Deployment
Management
Risk
Management
(ITIL Service Transition) ,
,
,
,
, ,
.
, ,
.
(
),
.
ITIL.
. .
(SACM)
Service Asset
and
Configuration
Management
(SACM)
System
Management
-,
-, .
Event
Management
Demand
Management
Technical
Management
(ITIL Service Operation) ,
- -.
,
, .
,
-.
(SLM)
Service Level
Management
(SLM)
Service
Management
Financial
Management
Financial
Management for
IT Services
Storage
Management
IT Operations
Management
Performance
Management
,
-
.
Management
Information
System (MIS)
Management
Information
,
.
,
-.
,
, ,
.
Manageability
- .
Maturity Level
,
CMMI.
Service Level
.
.
()
Service
,
.
, - .
. ; .
CustomerFacing Service
(ITIL Service Design) -, .
,
.
,
, ,
, ,
.
(,
)
-.
.
.
. ;
; .
Project Charter
Resilience
. .
(ITIL Service Design)
-
.
, ,
,
.
. .
Accounting
IT Accounting
. .
Status
Accounting
Vulnerability
,
. , ,
.
.
Real Charging
(ITIL Service Strategy) ,
-
-.
. .
Excitement
Factor
Financial Year
pro-forma
,
,
, .
Service
Reporting
- (itSMF)
IT Service
Management
Forum (itSMF)
Functional
Escalation
-
,
-. itSMF
( itSMF). itSMF
ITIL
-.
www.itsmf.com.
(ITIL Service Operation) ,
.
" ".
Function
,
,
. ,
.
:
, , ,
-. ,
,
-
.
Cold Standby
. .
Chronological
Analysis
Recovery Point
Objective (RPO)
(RPO)
(RTO)
Recovery Time
Objective (RTO)
Service Level
Target
Control
Objectives for
Information and
Related
Technology
. COBIT.
Integrity
Objective
,
,
.
.
.
Pricing
Cost Centre
()
Call Centre
Operations
Bridge
Profit Centre
Value Chain
(ITIL Service Strategy) -,
.
, .
-
.
(ITIL Service Strategy)
, ,
.
.
. .
Supply Chain
(NPV)
Deming Cycle
. --.
Monitor Control
Loop
Net Present
Value (NPV)
Business Case
Economies of
Scale
Economies of
Scope
(ITIL Service Strategy) ,
-,
. , -
-.
. .
.
Operation
IT Operations
Service
Operation
Operate
. ,
,
.
Emergency
Change
(ITIL Service Transition) ,
, ,
.
.
. .
Cost Element
Escalation
Efficiency
Cost
Effectiveness
, .
,
.
. ;
; -.
ITIL
ACD
ACD
AM
AM
Availability Management
AMIS
AMIS
Availability Management
Information System
ASP
AST
BCM
BCM
Business Continuity
Management
BCP
BCP
BIA
BIA
BMP
BMP
Best Management Practice
BRM
BRM
BSI
BSI
CAB
CAB
CAPEX
CAPEX
Capital Expenditure
CCM
CCM
Component Capacity
Management
CFIA
CFIA
CI
Configuration Item
CMDB
CMDB
Configuration Management
Database
CMIS
CMIS
Capacity Management
Information System
CMM
CMM
CMMI
CMMI
CMS
CMS
Configuration Management
System
COBIT
COBIT
COTS
CSF
CSF
CSI
CSI
CTI
CTI
Computer Telephony
Integration
DIKW
DIKW
Data-To-Information-ToKnowledge-To-Wisdom
--
DML
DML
ECAB
ECAB
ELS
ELS
eSCM-CL
eSCM-CL
eSCM-CL
eSCM-SP
eSCM-SP
e eSCM-SP
FTA
FTA
IRR
ISG
ISG
IT Steering Group
ISM
ISM
Information Security
Management
ISMS
ISMS
Information Security
Management System
ISO
ISP
IT
Information Technology
ITSCM
ITSCM
IT Service Continuity
Management
ITSM
ITSM
IT Service Management
itSMF
itSMF
IVR
IVR
KEDB
KEDB
KPI
LOS
LOS
Line of Service
MIS
Management Information
System
M_o_R
M_o_R
Management of Risk
MTBF
MTBF
M_o_R
MTBSI
MTBSI
MTRS
MTRS
MTTR
MTTR
NPV
NPV
OLA
OLA
OPEX
OPEX
Operational Expenditure
PBA
PDCA
PDCA
Plan-Do-Check-Act
PFS
--
PIR
Post-Implementation Review
PMBOK
PMBOK
PMBOK
PMI
PMI
PMO
PRINCE2
PRINCE2
Projects IN Controlled
Environments
PRINCE2
PSO
QA
QA
Quality Assurance
QMS
RACI
RACI
Responsible, Accountable,
Consulted And Informed
RCA
RFC
RFC
ROA
ROA
Return on Assets
ROI
ROI
Return on Investment
RPO
RPO
RTO
RTO
SAC
SAC
SACM
SACM
SAM
SAM
SCM
SCM
SCMIS
SCMIS
SDP
SFA
SFA
SIP
SIP
SKMS
SKMS
Service Knowledge
Management System
SLA
SLA
SLM
SLM
SLP
SLP
SLR
SLR
SMART
SMART
Specific, Measurable,
Achievable, Relevant and TimeBound
SMART
SMIS
SMIS
Security Management
Information System
SMO
SoC
Separation of Concerns
SOP
SOP
SOR
SOR
Statement of Requirements
SOX
SOX
- ()
SPI
SPM
SPM
SPOF
SPOF
TCO
TCU
TO
Technical Observation
TOR
Terms of Reference
TQM
TQM
UC
UC
Underpinning Contract
UP
User Profile
VBF
VBF
VOI
VOI
Value on Investment
WIP
Work in Progress
Acceptance
Access Management
Account Manager
Accounting
Accounting Period
Accredited
Active Monitoring
Activity
Agreement
Alert
Analytical Modelling
Application
Application Management
Application Portfolio
Application Sizing
Architecture
Assembly
Assessment
Asset
Asset Management
Asset Register
Asset Specificity
Attribute
Audit
Authority Matrix
Availability
(AM)
(AMIS)
Back-out
Backup
Balanced Scorecard
Baseline
Benchmark
Benchmarking
Best Practice
Billing
Best
Management Practice (BMP)
()
Brainstorming
(BSI)
Budget
Budgeting
Build
Build Environment
Business
Business Case
(BCM)
(BCP)
Business Customer
(BIA)
Business Objective
Business Operations
Business Perspective
Business Process
Business Service
(BRM)
-
Business Unit
Call
Call Type
(-)
Capability
(CMMI)
Call Centre
Capacity
Capacity Management
Capacity Management Information System
(CMIS)
Capacity Plan
Capacity Planning
Capital Budgeting
Capital Cost
(CAPEX)
Capitalization
Category
Certification
Change
(CAB)
Change Evaluation
Change History
Change Management
Change Model
Change Proposal
Change Record
Change Request
Change Schedule
Change Window
Chargeable Item
Charging
Charging Policy
Charging Process
Charter
(CMIS)
Chronological Analysis
CI Type
Classification
Client
Closed
Closure
COBIT
COBIT
Code of Practice
Cold Standby
Compliance
Component
(CCM)
Component CI
(CFIA)
Concurrency
Confidentiality
Configuration
Configuration Baseline
Configuration Control
Configuration Identification
()
Configuration Management
(CMDB)
(CMS)
Configuration Record
Configuration Structure
(CSI)
Continuous Availability
Continuous Operation
Contract
()
Control
Control Processes
Core Service
Cost
Cost Centre
Cost Element
Cost Management
Cost Model
Cost Type
Cost Unit
Cost Effectiveness
Countermeasure
Course Corrections
Crisis Management
(CSF)
CSI Register
Culture
Customer
Customer Asset
Customer Portfolio
Customer-Facing Service
Dashboard
Data-to-Information-to-Knowledge-to-Wisdom
(DIKW)
--- (DIKW)
Deliverable
(DML)
Demand Management
Deming Cycle
Dependency
Deployment
( )
Depreciation
Design
Design Coordination
Detection
Development
Development Environment
Diagnosis
Diagnostic Script
Differential Charging
Direct Cost
Directory Service
Document
Downtime
Driver
Economies of Scale
Economies of Scope
Effectiveness
Efficiency
Emergency Change
(ECAB)
Enabling Service
Enhancing Service
Environment
Error
Escalation
Esourcing Capability Model for Client
Organizations (eSCM-CL)
Esourcing Capability Model for Service
Providers (eSCM-SP)
Estimation
Event
Event Management
Exception Report
Excitement Attribute
Excitement Factor
External Customer
External Metric
Facilities Management
Failure
Fast Recovery
Fault
Fault Tolerance
(FTA)
Financial Management
Financial Year
First-Line Support
Fishbone Diagram
eSCM-CL
eSCM-SP
Fixed Asset
Fixed Cost
Fixed Facility
Fulfilment
()
Function
Functional Escalation
Gap Analysis
Governance
Gradual Recovery
Guideline
Hierarchic Escalation
High Availability
Hot Standby
Identity
Immediate Recovery
Impact
Incident
Incident Management
Incident Record
Indirect Cost
(ISM)
(ISMS)
Information System
()
Infrastructure Service
Insourcing
Integrity
(IVR)
Intermediate Recovery
Internal Customer
Internal Metric
()
()
Invocation
Ishikawa Diagram
ISO 9000
9000
ISO 9001
9001
ISO/IEC 20000
/ 20000
ISO/IEC 27001
/ 27001
ISO/IEC 27002
/ 27002
IT Accounting
IT Infrastructure
IT Operations
IT Operations Control
IT Operations Management
IT Service
-
-
(ITSCM)
-
IT Service Provider
- (ITSM)
-
(itSMF)
-
(ISG)
ITIL
ITIL
Job Description
Job Scheduling
Kano Model
()
Knowledge Base
Knowledge Management
Known Error
(KEDB)
Lifecycle
Live
Live Environment
Maintainability
Major Incident
Manageability
Management Information
Management System
()
M_o_R
(M_o_R)
Manual Workaround
Marginal Cost
Market Space
Maturity
Maturity Level
(MTBF)
(MTBSI)
Metric
(MTTR)
(MTRS)
Middleware
Mission
Model
Modelling
Monitoring
Near-Shore
()
(NPV)
Normal Change
Notional Charging
Objective
OGC
Offshore
Onshore
()
Operate
Operation
Operational
Operational Cost
(OPEX)
(OLA)
Operations Bridge
Operations Control
Operations Management
Opportunity Cost
Optimize
Organization
Outcome
Outsourcing
Overhead
Pareto Principle
Partnership
Passive Monitoring
Percentage Utilization
Performance
Performance Management
Pilot
Plan
Planned Downtime
-- (PDCA)
Planning
Policy
Portable Facility
Practice
Pricing
Plan-Do-Check-Act (PDCA)
PRINCE2
PRINCE2
Priority
Proactive Monitoring
Problem
Problem Management
Problem Record
Procedure
Process
Process Control
Process Manager
Process Owner
Production Environment
Profit Centre
Pro-Forma
Programme
Project
Project Charter
Project Management Body Of Knowledge
(PMBOK)
Project Management Institute (PMI)
PMBOK
(PMBOK)
(PMI)
()
Project Portfolio
PRINCE2
(PRINCE2)
Quality
(QA)
()
Quick Win
RACI
(RACI)
Reactive Monitoring
Real Charging
Reciprocal Arrangement
Record
Recovery
Recovery Option
(RPO)
(RTO)
Redundancy
()
Relationship
Relationship Processes
Release
Release Identification
Release Management
Release Package
Release Record
Release Unit
Release Window
Reliability
Remediation
Repair
(RFC)
Request Fulfilment
Request Model
Requirement
Resilience
Resolution
Resolution Processes
Resource
Response Time
Responsiveness
Restoration of Service
Restore
Retire
(ROA)
(ROI)
Return to Normal
Review
Rights
Risk
Risk Assessment
Risk Management
Role
Root Cause
Running Costs
Sarbanes-Oxley (SOX)
- (SOX)
Scalability
Scope
Second-Line Support
Security
Security Management
Security Management Information System
(SMIS)
Security Policy
(SMIS)
Server
Service
Service Analytics
Service Asset
Service Asset and Configuration Management
(SACM)
Service Capacity Management (SCM)
(SACM)
(SCM)
Service Catalogue
Service Change
Service Charter
Service Contract
Service Culture
Service Design
(
Service Desk)
(SFA)
Service Hours
(SIP)
(SKMS)
Service Desk
(SLA)
(SLM)
(SLP)
(SLR)
Service Lifecycle
Service Management
Service Manager
(-)
Service Model
Service Operation
Service Option
Service Owner
Service Package
Service Pipeline
Service Portfolio
(SPM)
Service Potential
Service Provider
Service Request
Service Sourcing
Service Strategy
Service Transition
Service Valuation
Serviceability
Shift
Simulation Modelling
(SPOF)
SLAM Chart
SLAM-
SMART
SMART
Service Reporting
Snapshot
Source
Specification
Stakeholder
Standard
Standard Change
Standby
Status
Status Accounting
Storage Management
Strategic
Strategic Asset
Strategy
Super User
Supplier
Supplier and Contract Management
Information System (SCMIS)
Supplier Management
(SCMIS)
Supply Chain
Support Group
Support Hours
Supporting Service
SWOT Analysis
SWOT-
System
System Management
Tactical
Technical Management
Technical Support
Tension Metrics
()
Test
Test Environment
Third Party
Third-Line Support
Threat
Threshold
Throughput
()
()
(TQM)
Transaction
Transfer Cost
Transition
Trend Analysis
Tuning
II
III
(UC)
Unit Cost
Urgency
Usability
Use Case
User
Utility
Validation
Value Chain
Value Network
(VOI)
Variable Cost
Variance
Verification
Version
Vision
Vulnerability
Warm Standby
Warranty
Work Instruction
Work Order
Workaround
Workload
Swirl logo
ITIL
PRINCE2
M_o_R