ASP
Application Service provider
BCM
Business Capacity Management
BCM
Business Continuity Management
BCP
Business Continuity Plan
BIA
Business Impact Analysis
BRM
Business Relationship Manager
BSI
British Standards Institution
BSM
Business Service Management
CAB
Change Advisory Board
CAB/EC
Change Advisory Board/Emergency Committee
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
COTS
Commercial off the Shelf
CSF
Critical Success Factor
CSI
Continual Service Improvement
CSIP
Continual Service Improvement Plan
CSP
Core Service Package
CTI
Computer Telephony Integration
DIKW
Data–to–Information–to–Knowledge–to–Wisdom
ELS
Early Life Support
eSCM–CL
eSourcing Capability Model for Client Organizations
eSCM–SP
eSourcing Capability Model for Service providers
FMEA
Failure Modes and Effects Analysis
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
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
OGC
Office of Government Commerce
OLA
Operational Level Agreement
OPEX
Operational Expenditure
OPSI
Office of Public Sector Information
PBA
Pattern of Business Activity
PIR
Post-Implementation Review
PFS
Prerequisite for Success
PSO
Projected Service Outage
QA
Quality Assurance
QMS
Quality Management System
RCA
Root cause Analysis
RFC
Request for Change
ROI
Return on Investment
RPO
Recovery Point Objective
RTO
Recovery Time Objective
SoC
Separation of concerns
SAC
Service Acceptance Criteria
SACM
Service asset and Configuration Management
SCD
Supplier and contract database
SCM
Service Capacity Management
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
SMO
Service Maintenance Objective
SOP
Standard Operating Procedures
SOR
Statement of requirements
SPI
Service provider Interface
SPM
Service Portfolio Management
SPO
Service Provisioning Optimization
SPoF
Single Point of Failure
TO
Technical Observation
TOR
Terms of reference
TCO
Total Cost of Ownership
TCU
Total Cost of Utilization
TQM
Total Quality Management
UC
Underpinning Contract
UP
User Profile
VBF
Vital Business Function
VOI
Value on Investment
WIP
Work in Progress
Definitions list
The publication names included in parentheses after the name of a term identify where a reader can find more information about that term. This is either because the term is primarily used by that publication or because additional useful information about that term can be found there. Terms without a publication name associated with them may be used generally by several publications, or may not be defined in any greater detail than can be found in the glossary, i.e. we only point readers to somewhere they can expect to expand on their knowledge or to see a greater context. Terms with multiple publication names are expanded on in multiple publications.
Where the definition of a term includes another term, those related terms are highlighted in a second colour. This is designed to help the reader with their understanding by pointing them to additional definitions that are all part of the original term they were interested in. The form ‘ See also Term X, Term Y’ is used at the end of a definition where an important related term is not used with the text of the definition itself.
Acceptance
Formal agreement that an IT Service, Process, Plan, or other Deliverable is complete, accurate, Reliable and meets its specified Requirements. Acceptance is usually preceded by Evaluation or Testing and is often required before proceeding to the next stage of a Project or Process. See also Service Acceptance Criteria .
Accounting
(Service Strategy) The Process responsible for identifying actual Costs of delivering IT Services, comparing these with budgeted costs, and managing variance from the Budget.
Activity
A set of actions designed to achieve a particular result. Activities are usually defined as part of Processes or Plans, and are documented in Procedures.
Agreed Service Time
(Service Design) A synonym for Service hours, commonly used in formal calculations of Availability. See also Downtime.
Agreement
A Document that describes a formal understanding between two or more parties. An Agreement is not legally binding, unless it forms part of a Contract. See also Service Level Agreement , Operational Level Agreement.
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