|
ACD |
Automatic Call Distribution |
|
AMDB |
Availability Management Database |
|
AST |
Agreed Service Time |
|
BCM |
Business Continuity Management |
|
BCM |
Business Capacity Management |
|
BIA |
Business Impact Analysis |
|
BSI |
British Standards Institution |
|
CAB |
Change Advisory Board |
|
CAB/EC |
Change Advisory Board/Emergency Committee |
|
CBP |
Critical Business Process |
|
CCTA |
Central Computer and Telecommunications Agency |
|
CDB |
Capacity Database |
|
CFIA |
Component Failure Impact Analysis |
|
CI |
Configuration Item |
|
CIA |
Confidentiality, Integrity and Availability |
|
CLI |
Calling Line Identification |
|
CMDB |
Configuration Management Database |
|
COP |
Code of Practice |
|
CRAMM |
CCTA Risk Analysis & Management Methodology |
|
CSF |
Critical Success Factor |
|
CSIP |
Continuous Service Improvement Programme |
|
CTI |
Computer Telephony Integration |
|
DHS |
Definitive Hardware Store |
|
DSL |
Definitive Software Library |
|
DT |
Down Time |
|
EFQM |
European Foundation for Quality Management |
|
FSC |
Forward Schedule of Change |
|
FM |
Facilities ManagementFTA Fault Tree Analysis |
|
ICT |
Information and Communications Technology |
|
IR |
Incident Report |
|
ISEB |
Information Systems Examination Board |
|
ISO |
International Standards Organisation |
|
ITAMM |
IT Availability Metrics Model |
|
ITIL |
Information Technology Infrastructure Library |
|
ITSC |
IT Service Continuity |
|
ITSCM |
IT Service Continuity Management |
|
IVR |
Interactive Voice Response |
|
JD |
Job Description |
|
KE |
Known Error |
|
KEL |
Known Error Log |
|
KER |
Known Error Record |
|
KPI |
Key Performance Indicator |
|
KSF |
Key Success Factors |
|
MTBF |
Mean Time Between Failures |
|
MTBSI |
Mean Time Between System/Service Incidents |
|
MTTR |
Mean Time To Repair |
|
OGC |
Office of Government Commerce |
|
OLA |
Operational Level Agreement |
|
PID |
Project Initiation Document |
|
PIR |
Post-Implementation Review |
|
PM |
Problem Management |
|
PR |
Problem Record |
|
PRINCE2 |
Projects IN Controlled Environments version 2 |
|
PSA |
Projected Service Availability |
|
RCM |
Resource Capacity Management |
|
RFC |
Request for Change |
|
ROCE |
Return On Capital Employed |
|
ROI |
Return On Investment |
RPO
|
Recovery Point Objective
|
|
RTO |
Recovery Time Objective |
|
SCM |
Service Capacity Management |
|
SIP |
Service Improvement Plan/Program |
|
SLA |
Service Level Agreement |
|
SLM |
Service Level Management |
|
SLR |
Service Level Requirements |
|
SMART |
Simple, Measurable, Achievable, Realistic and Time-related |
|
SOA |
System/Service Outage Analysis |
|
SOR |
Statement Of Requirements |
|
SPOF |
Single Point of Failure |
|
TCO |
Total Cost Of Ownership |
|
TOP |
Technical Observation Post |
|
TOR |
Terms of Reference |
|
TPUC |
Third Party Underpinning Contract |
|
UC |
Underpinning Contract |
|
VBF |
Vital Business Function |
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