ITIL Acronyms v01, 30 May 2007 SKMS to WIP

Acronyms

ITIL V3 Acronyms v1.0, 30 May 2007

Acknowledgements We would like to express our gratitude and acknowledge the contribution of Stuart Rance and Ashley Hanna of Hewlett-Packard in the production of this document.

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ITIL Acronyms v01, 30 May 2007 SKMS to WIP

Acronym ACD AM AMIS ASP BCM BCM BCP BIA BRM BSI BSM CAB CAB/EC CAPEX CCM CFIA CI CMDB CMIS CMM CMMI CMS COTS CSF CSI CSIP CSP CTI DIKW eSCM-CL eSCM-SP FMEA FTA IRR ISG ISM ISMS Term Automatic Call Distribution Availability Management Availability Management Information System Application Service Provider Business Capacity Management Business Continuity Management Business Continuity Plan Business Impact Analysis Business Relationship Manager British Standards Institution Business Service Management Change Advisory Board Change Advisory Board / Emergency Committee Capital Expenditure Component Capacity Management Component Failure Impact Analysis Configuration Item Configuration Management Database Capacity Management Information System Capability Maturity Model Capability Maturity Model Integration Configuration Management System Commercial off the Shelf Critical Success Factor Continual Service Improvement Continual Service Improvement Programme Core Service Package Computer Telephony Integration Data-to-Information-to-Knowledge-to-Wisdom eSourcing Capability Model for Client Organizations eSourcing Capability Model for Service Providers Failure Modes and Effects Analysis Fault Tree Analysis Internal Rate of Return IT Steering Group Information Security Management Information Security Management System

ITIL Acronyms v01, 30 May 2007 SKMS to WIP

Acronym ISO ISP IT ITSCM ITSM itSMF IVR KEDB KPI LOS MoR MTBF MTBSI MTRS MTTR NPV OGC OLA OPEX OPSI PBA PFS PIR PSA QA QMS RCA RFC ROI RPO RTO SAC SACM SCD SCM SFA SIP Term International Organization for Standardization Internet Service Provider Information Technology IT Service Continuity Management IT Service Management IT Service Management Forum Interactive Voice Response Known Error Database Key Performance Indicator Line of Service Management of Risk Mean Time Between Failures Mean Time Between Service Incidents Mean Time to Restore Service Mean Time to Repair Net Present Value Office of Government Commerce Operational Level Agreement Operational Expenditure Office of Public Sector Information Pattern of Business Activity Prerequisite for Success Post Implementation Review Projected Service Availability Quality Assurance Quality Management System Root Cause Analysis Request for Change Return on Investment Recovery Point Objective Recovery Time Objective Service Acceptance Criteria Service Asset and Configuration Management Supplier and Contract Database Service Capacity Management Service Failure Analysis Service Improvement Plan

ITIL Acronyms v01, 30 May 2007 SKMS to WIP

Acronym SKMS SLA SLM SLP SLR SMO SoC SOP SOR SPI SPM SPO SPOF TCO TCU TO TOR TQM UC UP VBF VOI WIP Term Service Knowledge Management System Service Level Agreement Service Level Management Service Level Package Service Level Requirement Service Maintenance Objective Separation of Concerns Standard Operating Procedures Statement of requirements Service Provider Interface Service Portfolio Management Service Provisioning Optimization Single Point of Failure Total Cost of Ownership Total Cost of Utilization Technical Observation Terms of Reference Total Quality Management Underpinning Contract User Profile Vital Business Function Value on Investment Work in Progress