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Sono presenti 112 termini nel glossario.
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Termine	Definizione
ACD	Automatic Call Distribution

AM	Availability Management

AMIS	Availability Management Information System

ASP	Application Service Provider

BCM	Business Capacity Management e/o Business Continuity Management

BCP	Business Continuity Plan

BIA	Business Impact Analysis

BRM	Business Relationship Management

BSI	British Standards Institution

BSM	Business Service Management

CAB	Change Advisory Board

CAPEX	Capital Expenditure

CCM	Component Capacity Management

CCTA	Central Computer and Telecommunications Agency

CDB	Capacity Management Database

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

COBIT	Control Objectives for Information and related Technology

COP	Code of Practice

COTS	Commercial off the Shelf

CRAMM	CCTA Risk Analysis & Management Method

CSF	Critical Success Factor

CSI	Continual Service Improvement

CSIP	Continuous Service Improvement Programme

CSP	Core Service Package

CTI	Computer Telephony Integration

DIKW	Data-to-Information-to-Knowledge-to-Wisdom

DML	Definitive Media Library

ECAB	Emergency Change Advisory Board

EFQM	European Foundation for Quality Management

eSCM-CL	eSourcing Capability Model for Client Organizations

eSCM-SP	eSourcing Capability Model for Service Provider

EXIN	Examination Institute for Information Science

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

ITIL	Information Technology Infrastructure Library

ITSCM	IT Service Continuity Management

ITSM	IT Service Management

itSMF	IT Service Management Forum

IVR	Interactive Voice Response

KE	Known Error

KEDB	Known Error Database

KPI	Key Performance Indicator

LOS	Line of Service

MoR	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

PDCA	Plan-Do-Check-Action

PFS	Prerequisite for Success

PIR	Post Implementation Review

PRINCE 2	PRojects IN Controlled Environments

PSA	Projected Service Availability

QA	Quality Assurance

QMS	Quality Management System

RCA	Root Cause Analysis

RCB	Registered Certification Body

RFC	Request for Change

ROI	Return on Investment

RPO	Recovery Point Objective

RTO	Recovery Time Objective

SAC	Service Acceptance Criteria

SACM	Service Asset and Configuration Management

SCD	Supplier and Contract Database

SCM	Service Capacity Management

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

SMART	Specific, Measurable, Achievable, Relevant, Timely

SMO	Service Maintenance Objective

SoC	Separation of Concerns

SOP	Standard Operating Procedures

SOR	Statement of Requirements

SPI	Service Provider Interface

SPICE	Software Process Improvement Capability dEtermination

SPM	Service Portfolio Management

SPO	Service Provisioning Optimization

SPOC	Single Point Of Contact

SPOF	Single Point Of Failure

TCO	Total Cost of Ownership

TCU	Total Cost of Utilization

TO	Technical Observation

TOR	Terms of Reference

TQM	Total Quality Management

UC	Underpinning Contract

UP	User Profile

VBF	Vital Business Function

VOI	Value on Investment

WIP	Work in Progress

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