STUDY MATERIAL - ITIL Acronyms

Updated 12/17/08

AST Agreed Service Time (uptime)
BIA Business Impact Analysis
BPO Business Process Outsourcing
BSC Business Service Catalog
CI Configuration Item
CSF Critical Success Factors
CSI Continuous Service Improvement
DIKW Data Information Knowledge Wisdom
DT Downtime
ISEB Information Systems Examination Board
ISMS Information Security Management System
ITIL Information Technology Infrastructure Library
ITSCM
ITSM IT Service Management
KPI Key Performance Indicators
KPO Knowledge Process Outsourcing
MTBF Mean Time Between Failure
MTBSI Mean Time Between Service Incidents
MTRS Mean Time To Restore Service
OGC Office of Government Commerce
OLA Operational Level Agreements
PBA Patterns of Business Activity
PDCA Plan Do Check Act
RACI Responsible, Accountable, Consulted & Informed
RFC Request For Comments
ROI Return on Investment
SAC Service Acceptance Criteria
SCD Supplier and Contracts Database
SD Service Design
SDP Service Design Package
SIP Service Improvement Plans
SLA Service Level Agreement
SLP Service Level Packages
SLR Service Level Requirement
SMKS Service Management Knowledge System
SO Service Operation
SS Service Strategy
ST Service Transition
TSC Technical Service Catalog
UC Underpinning Contracts
UP User Profiles