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ITIL® is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government Commerce, and is Registered in the U.S. Patent and Trademark Office.
ITIL Glossary/Acronyms® Crown Copyright Office of Government Commerce.
Glossary of Terms Acronyms
Glossary of Terms Choose term: Acceptance Access Management Account Manager Accounting Accredited Active Monitoring Activity Agreed Service Time Agreement Alert Analytical Modelling Application Application Management Application Portfolio Application Service Provider (ASP) Application Sizing Architecture Assembly Assessment Asset Asset Management Asset Register Attribute Audit Authority Matrix Automatic Call Distribution (ACD) Availability Availability Management Availability Management Information System (AMIS) Availability Plan Back-out Backup Balanced Scorecard Baseline Benchmark Benchmarking Best Practice Brainstorming British Standards Institution (BSI) Budget Budgeting Build Build Environment Business Business Capacity Management (BCM) Business Case Business Continuity Management (BCM) Business Continuity Plan (BCP) Business Customer Business Impact Analysis (BIA) Business Objective Business Operations Business Perspective Business Process Business Relationship Management Business Relationship Manager (BRM) Business Service Business Service Management (BSM) Business Unit Call Call Centre Call Type Capability Capability Maturity Model (CMM) Capability Maturity Model Integration (CMMI) Capacity Capacity Management Capacity Management Information System (CMIS) Capacity Plan Capacity Planning Capital Expenditure (CAPEX) Capital Item Capitalization Category Certification Change Change Advisory Board (CAB) Change Case Change History Change Management Change Model Change Record Change Request Change Schedule Change Window Charging Chronological Analysis CI Type Classification Client Closed Closure COBIT Code of Practice Cold Standby Commercial off the Shelf (COTS) Compliance Component Component Capacity Management (CCM) Component CI Component Failure Impact Analysis (CFIA) Computer Telephony Integration (CTI) Concurrency Confidentiality Configuration Configuration Baseline Configuration Control Configuration Identification Configuration Item (CI) Configuration Management Configuration Management Database (CMDB) Configuration Management System (CMS) Configuration Record Configuration Structure Continual Service Improvement (CSI) Continuous Availability Continuous Operation Contract Contract Portfolio Control Control Objectives for Information and related Technology (COBIT) Control perspective Control Processes Core Service Core Service Package (CSP) Cost Cost Benefit Analysis Cost Centre Cost Effectiveness Cost Element Cost Management Cost Type Cost Unit Countermeasure Course Corrections CRAMM Crisis Management Critical Success Factor (CSF) Culture Customer Customer Portfolio Dashboard Data-to-Information-to-Knowledge-to-Wisdom (DIKW) Definitive Media Library (DML) Deliverable Demand Management Deming Cycle Dependency Deployment Depreciation Design Detection Development Development Environment Diagnosis Diagnostic Script Differential Charging Direct Cost Directory Service Do Nothing Document Downtime Driver Early Life Support Economies of scale Economies of scope Effectiveness Efficiency Emergency Change Emergency Change Advisory Board (ECAB) Environment Error Escalation eSourcing Capability Model for Client Organizations (eSCM-CL) eSourcing Capability Model for Service Providers (eSCM-SP) Estimation Evaluation Event Event Management Exception Report Expanded Incident Lifecycle External Customer External Metric External Service Provider External Sourcing Facilities Management Failure Failure Modes and Effects Analysis (FMEA) Fast Recovery Fault Fault Tolerance Fault Tree Analysis (FTA) Financial Management First-line Support Fishbone Diagram Fit for Purpose Fixed Cost Fixed Facility Follow the Sun Fulfilment Function Functional Escalation Gap Analysis Governance Gradual Recovery Guideline Help Desk Hierarchic Escalation High Availability Hot Standby Identity Immediate Recovery Impact Incident Incident Management Incident Record Indirect Cost Information Security Management (ISM) Information Security Management System (ISMS) Information Security Policy Information Technology (IT) Infrastructure Service Insourcing Integrity Interactive Voice Response (IVR) Intermediate Recovery Internal Customer Internal Metric Internal Rate of Return (IRR) Internal Service Provider Internal Sourcing International Organization for Standardization (ISO) International Standards Organisation Internet Service Provider (ISP) Invocation Ishikawa Diagram ISO 9000 ISO 9001 ISO/IEC 17799 ISO/IEC 20000 ISO/IEC 27001 IT Directorate IT Infrastructure IT Operations IT Operations Control IT Operations Management IT Service IT Service Continuity Management (ITSCM) IT Service Continuity Plan IT Service Management (ITSM) IT Service Management Forum (itSMF) IT Service Provider IT Steering Group (ISG) ITIL Job Description Job Scheduling Kano Model Kepner & Tregoe Analysis Key Performance Indicator (KPI) Knowledge Base Knowledge Management Known Error Known Error Database (KEDB) Known Error Record Lifecycle Line of Service (LOS) Live Live Environment Maintainability Major Incident Managed Services Management Information Management of Risk (MoR) Management System Manual Workaround Marginal Cost Market Space Maturity Maturity Level Mean Time Between Failures (MTBF) Mean Time Between Service Incidents (MTBSI) Mean Time To Repair (MTTR) Mean Time to Restore Service (MTRS) Metric Middleware Mission Statement Model Modelling Monitor Control Loop Monitoring Near-Shore Net Present Value (NPV) Notional Charging Objective Off the Shelf Office of Government Commerce (OGC) Office of Public Sector Information (OPSI) Off-shore On-shore Operate Operation Operational Operational Cost Operational Expenditure (OPEX) Operational Level Agreement (OLA) Operations Bridge Operations Control Operations Management Opportunity Cost Optimise Organisation Outcome Outsourcing Overhead Pain Value Analysis Pareto Principle Partnership Passive Monitoring Pattern of Business Activity (PBA) Percentage utilisation Performance Performance Anatomy Performance Management Pilot Plan Plan-Do-Check-Act Planned Downtime Planning PMBOK Policy Portable Facility Post Implementation Review (PIR) Practice Prerequisite for Success (PFS) Pricing PRINCE2 Priority Proactive Monitoring Proactive Problem Management Problem Problem Management Problem Record Procedure Process Process Control Process Manager Process Owner Production Environment Profit Centre pro-forma Programme Project Projected Service Outage (PSO) PRojects IN Controlled Environments (PRINCE2) Qualification Quality Quality Assurance (QA) Quality Management System (QMS) Quick Win RACI Reactive Monitoring Reciprocal Arrangement Record Recovery Recovery Option Recovery Point Objective (RPO) Recovery Time Objective (RTO) Redundancy Relationship Relationship Processes Release Release and Deployment Management Release Identification Release Management Release Process Release Record Release Unit Release Window Reliability Remediation Repair Request for Change (RFC) Request Fulfilment Requirement Resilience Resolution Resolution Processes Resource Response Time Responsiveness Restoration of Service Restore Retire Return on Investment (ROI) Return to Normal Review Rights Risk Risk Assessment Risk Management Role Rollout Root Cause Root Cause Analysis (RCA) Running Costs Scalability Scope Second-line Support Security Security Management Security Policy Separation of Concerns (SoC) Server Service Service Acceptance Criteria (SAC) Service Analytics Service Asset Service Asset and Configuration Management (SACM) Service Capacity Management (SCM) Service Catalogue Service Continuity Management Service Contract Service Culture Service Design Service Design Package Service Desk Service Failure Analysis (SFA) Service Hours Service Improvement Plan (SIP) Service Knowledge Management System (SKMS) Service Level Service Level Agreement (SLA) Service Level Management (SLM) Service Level Package (SLP) Service Level Requirement (SLR) Service Level Target Service Maintenance Objective Service Management Service Management Lifecycle Service Manager Service Operation Service Owner Service Package Service Pipeline Service Portfolio Service Portfolio Management (SPM) Service Potential Service Provider Service Provider Interface (SPI) Service Provisioning Optimization (SPO) Service Reporting Service Request Service Sourcing Service Strategy Service Transition Service Utility Service Validation and Testing Service Valuation Service Warranty Serviceability Shift Simulation modelling Single Point of Contact Single Point of Failure (SPOF) SLAM Chart SMART Snapshot Source Specification Stakeholder Standard Standard Change Standard Operating Procedures (SOP) Standby Statement of requirements (SOR) Status Status Accounting Storage Management Strategic Strategy Super User Supplier Supplier and Contract Database (SCD) Supplier Management Supply Chain Support Group Support Hours Supporting Service SWOT Analysis System System Management Tactical Tag Technical Management Technical Observation (TO) Technical Service Technical Support Tension Metrics Terms of Reference (TOR) Test Test Environment Third Party Third-line Support Threat Threshold Throughput Total Cost of Ownership (TCO) Total Cost of Utilization (TCU) Total Quality Management (TQM) Transaction Transition Transition Planning and Support Trend Analysis Tuning Type I Service Provider Type II Service Provider Type III Service Provider Underpinning Contract (UC) Unit Cost Urgency Usability Use Case User User Profile (UP) Utility Validation Value Chain Value for Money Value Network Value on Investment (VOI) Variable Cost Variable Cost Dynamics Variance Verification Verification and Audit Version Vision Vital Business Function (VBF) Vulnerability Warm Standby Warranty Work in Progress (WIP) Work Instruction Workaround Workload
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Acronyms Choose 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 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 SKMS SLA SLM SLP SLR SMO SoC SOP SOR SPI SPM SPO SPOF TCO TCU TO TOR TQM UC UP VBF VOI WIP
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