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ITSM Acronyms

Technical acronyms are used by many as part of their everyday language.  Unfortunately, most people do not always know what those acronyms stand for.  Below is a list of commonly used ones.  There are many lists that are more complete on the web.  These are the ones I come across on a regular basis.  List alphabetically;

  • ASP – Application Service Provider
  • BCP – Business Continuity Plan
  • BIA – Business Impact Analysis
  • BSM – Business Service Management
  • CAB – Change Advisory Board
  • CAPEX – Capital Expenditure
  • CI – Configuration Item
  • CMDB – Configuration Management Database
  • CMM – Capability Maturity Model
  • COTS – Commercial Off The Shelf
  • CSF – Critical Success Factor
  • CSI – Continual Service Improvement
  • CTI – Computer Telephony Integration
  • ECAB – Emergency Change Advisory Board
  • ELS – Early Life Support (Release Management)
  • ISO – International Organization for Standardization
  • ISP- Internet Service Provider
  • IT – Information Technology
  • ITIL – Information Technology Infrastructure Library
  • ITSM – Information Technology Service Management
  • ITSMF – Information Technology Service Management Forum
  • IVR – Interactive Voice Response
  • KPI – Key Performance Indicator
  • MTBF – Mean Time Between Failures
  • MTBSI – Mean Time Between Service Incidents
  • MTRS – Mean Time to Restore Service
  • MTTR – Mean Time To Repair
  • NCV – New Contract Value
  • OCG – Office of Government Commerce
  • OLA – Operational Level Agreement
  • OPEX – Operational Expense
  • POC – Proof of Concept
  • POV – Proof of Value
  • RCA – Root Cause Analysis
  • RFC – Request for Change
  • ROI – Return on Investment
  • RPO – Recovery Point Objective
  • RTO – Recovery Time Objective
  • SaaS – Software as a Service
  • SACM – Service Asset and Configuration Management
  • SIP – Service Improvement Plan
  • SLA – Service Level Agreement
  • SLM – Service Level Management
  • SMART – Specific, Measurable, Achievable, Relevant, Time-bound
  • SPOF – Single Point of Failure
  • TCO – Total Cost of Ownership
  • TQM – Total Quality Management
  • UC – Underpinning Contract
  • WIP – Work in Progress

I will continue to add others as I hear them in meetings, presentations, demonstrations, and lectures.  Last updated November 30, 2011.

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