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ITIL 2011 Edition Acronyms 1

ITIL 2011 Edition Acronyms


Acronym Term Acronym Term
ACD Automatic Call Distribution COBIT Control OBjectives for
Information and related
Technology
AM Availability Management COTS Commercial Off the Shelf
AMIS Availability Management CSF Critical Success Factor
Information System
ASP Application Service Provider CSI Continual Service Improvement
AST Agreed Service Time CTI Computer Telephony Integration
BCM Business Continuity Management DIKW Data-to-Information-to-
Knowledge-to-Wisdom
BCP Business Continuity Plan DML Definitive Media Library
BIA Business Impact Analysis ECAB Emergency Change Advisory
Board
BMP Best Management Practice ELS Early Life Support
BRM Business Relationship Manager eSCM-CL eSourcing Capability Model for
Client Organizations
BSI British Standards Institution eSCM-SP eSourcing Capability Model for
Service Providers
CAB Change Advisory Board FTA Fault Tree Analysis
CAPEX Capital Expenditure IRR Internal Rate of Return
CCM Component Capacity Management ISG IT Steering Group
CFIA Component Failure Impact Analysis ISM Information Security
Management
CI Configuration Item ISMS Information Security
Management System
CMDB Configuration Management ISO International Organization for
Database Standardization
CMIS Capacity Management Information ISP Internet Service Provider
System
CMM Capability Maturity Model IT Information Technology
CMMI Capability Maturity Model ITSCM IT Service Continuity
Integration Management
CMS Configuration Management System ITSM IT Service Management

Source: ITIL_2011_English_glossary_v1 0
2014 copyright Pultorak & Associates, Ltd unless otherwise stated www.pultorak.com
ITIL 2011 Edition Acronyms v1.0 (206) 729-1107
ITIL 2011 Edition Acronyms 2

Acronym Term Acronym Term


itSMF IT Service Management Forum RACI Responsible, Accountable,
Consulted and Informed
IVR Interactive Voice Response RCA Root Cause Analysis
KEDB Known Error Database RFC Request for Change
KPI Key Performance Indicator ROA Return on Assets
LOS Line of Service ROI Return on Investment
MIS Management Information System RPO Recovery Point Objective
M_o_R Management of Risk RTO Recovery Time Objective
MTBF Mean Time Between Failures SAC Service Acceptance Criteria
MTBSI Mean Time Between Service SACM Service Asset and Configuration
Incidents Management
MTRS Mean Time to Restore Service SAM Software Asset Management
MTTR Mean Time to Repair SCM Service Capacity Management
NPV Net Present Value SCMIS Supplier and Contract
Management Information System
OLA Operational Level Agreement SDP Service Design Package
OPEX Operational Expenditure SFA Service Failure Analysis
PBA Pattern of Business Activity SIP Service Improvement Plan
PDCA Plan-Do-Check-Act SKMS Service Knowledge Management
System
PFS Prerequisite for Success SLA Service Level Agreement
PIR Post-Implementation Review SLM Service Level Management
PMBOK Project Management Body of SLP Service Level Package
Knowledge
PMI Project Management Institute SLR Service Level Requirement
PMO Project Management Office SMART Specific, Measurable,
Achievable, Relevant and Time-
bound
PRINCE2 PRojects IN Controlled SMIS Security Management
Environments Information System
PSO Projected Service Outage SMO Service Maintenance Objective
QA Quality Assurance SoC Separation of Concerns
QMS Quality Management System SOP Standard Operating Procedure

Source: ITIL_2011_English_glossary_v1 0
2014 copyright Pultorak & Associates, Ltd unless otherwise stated www.pultorak.com
ITIL 2011 Edition Acronyms v1.0 (206) 729-1107
ITIL 2011 Edition Acronyms 3

Acronym Term Acronym Term


SOR Statement of Requirements TOR Terms of Reference
SOX Sarbanes-Oxley (US law) TQM Total Quality Management
SPI Service Provider Interface UC Underpinning Contract
SPM Service Portfolio Management UP User Profile
SPOF Single Point of Failure VBF Vital Business Function
TCO Total Cost of Ownership VOI Value on Investment
TCU Total Cost of Utilization WIP Work in Progress
TO Technical Observation

Source: ITIL_2011_English_glossary_v1 0
2014 copyright Pultorak & Associates, Ltd unless otherwise stated www.pultorak.com
ITIL 2011 Edition Acronyms v1.0 (206) 729-1107