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

STUDY MATERIAL - Study Guide

A free 20 page study guide, located on a University of North Carolina site can be found [here]

STUDY MATERIAL - Glossary and Acronyms

From the OGC Best Management Practice, the authority on this stuff.

Glossary

Acronyms

© Crown Copyright Office of Government Commerce. Reproduced with the permission of the Controller of HMSO and the Office of Government Commerce.

STUDY MATERIAL - Definitions and Acronyms

This site, ITILyaBrady.com offers training and study material for a small fee.

However, access to the online definition and acronym pages is *free*. Some good stuff here.

[ITIL 3.0 Definitions here]

[ITIL 3.0 Abbreviations (acronyms) here]

STUDY SUPPORT - Forums

Here's a forum from Techexams.net

http://www.techexams.net/forums/itil-certifications/

STUDY SUPPORT - Message Groups

Here's some easy stuff ...

There are a few public "message groups" available. You can post your own discussion questions and receive emails for all activity within the group. Or you can just lurk on the site and pick up whatever information you want.

All require that you sign up for *free* membership to access them.

If you have the option of getting the posts consolidated on a weekly basis vs. daily or real-time, I would suggest you take the "weekly" option. These things can fill your emailbox real quick.

Google has the ITIL Community Forum
http://groups.google.com/group/ITIL-Forum?hl=en&lnk=

Yahoo has the IT Service group
http://tech.groups.yahoo.com/group/ITIL-Service/?yguid=74713574

The yahoo groups in particular are notorious for sending spam email. You would need to decide if the valuable information outweighs the spam.

STUDY MATERIAL - Intro

The IT Service Management Forum (itSMF) published a document called "An Introductory Overview of ITIL® V3".

It was written by people from some pretty creditable organizations, including Xansa/Steria, HP, itEMS Ltd, IBM, and Sun.

It has some high level terms and concepts and may provide a nice starting point.

The .pdf document can be found [here]