ACRONIMOS DE IMPORTANCIA

AMDB Availability Management Database

AMS Application Management Specification

API Application Program Interface

ARCI Accountability, Responsibility, Consulted, Informed

BCM Business Continuity Management

BIA Business Impact Analysis

BIA Business Impact Analysis

BPR Business Process Re-engineering

BRM Business Relationship Manager

BSC Balanced Scorecard

BSI British Standards Institute

BSi British Standards Institution

CAB Change Advisory Board

CAB/EC Change Advisory Board Emergency Committee

CASE Computer-Aided Systems Engineering

CBT Computer Based Training

CDB Capacity (Management) Database

CFIA Component Failure Impact Analysis

CI Configuration Item

CIO Chief Information Officer

CMDB Configuration Management Database

CMDB Configuration Management Database

CMM Capability Maturity Model

CMM Capability Maturity Model

COBIT Control Objectives for Information and Related Technology

CSF Critical Success Factor

CSF Critical Success Factor

CSIP Continuous Service Improvement Programme

CSIP Continuous Service Improvement Programme

CSS Customer Satisfaction Survey

CTO Chief Technology Officer

DMI Desktop Management Instrumentation

DMTF Distributed Management Task Force

DSL Definitive Software Library

EFQM European Foundation for Quality Management

EFQM European Foundation for Quality Management

ERP Enterprise Resource Planning

EXIN Examination Institute for Information Science

IC Informed Customer

ICT Information and Communication Technology

ICT Information and Communications Technology

ICTSG ICT Steering Group

ICTSG ICT Steering Group

IS Information Systems

ISEB Information Systems Examination Board

ISG IS Steering Group

ISG IT Steering Group

ISO International Standards Organisation

ISO International Standards Organisation

IT Information Technology

IT Information Technology

ITIL Information Technology Infrastructure Library

ITIL Information Technology Infrastructure Library

ITSC IT Service Continuity

ITSCM IT Service Continuity Management

ITSM Information Technology Service Management

ITSM Information Technology Service Management

itSMF IT Service Management Forum

itSMF IT Service Management Forum

IVR Interactive Voice Response

KPI Key Performance Indicator

KPI Key Performance Indicator

MAC Movements, Additions and Changes

MTBF Mean Time Between Failures

MTBSI Mean Time Between System Incidents

MTTR Mean Time To Repair

OAT Operational Acceptance Testing

OGC Office of Government Commerce

OGC Office of Government Commerce

OLA Operational Level Agreement

OLA Operational Level Agreement

ORA Operational Risk Assessment

PIR Post Implementation Review

PMF Process Maturity Framework

R and D Research and Development

RFC Request For Change

RFC Request For Change

ROI Return on Investment

SEI Software Engineering Institute

SIP Service Improvement Programme

SLA Service Level Agreement

SLA Service Level Agreement

SLM Service Level Management

SLM Service Level Management

SLR Service Level Requirement

SLR Service Level Requirement

SMART Specific, Measurable, Achievable, Realistic, Time-related

SOCITM Society of Council IT Managers

SOR Statement of Requirements

SOR Statement Of Requirements

SPI Software Process Improvement

SPICE Software Process Improvement and Capability dEtermination

SPMF Service management Process Maturity Framework

SRM Supplier Relationship Manager

SWOT Strengths, Weaknesses, Opportunities and Threats

TCO Total Cost of Ownership

TCO Total Cost of Ownership

TQM Total Quality Management

TQM Total Quality Management

TTO Transfer To Operation

UAT User Acceptance Testing

VBF Vital Business Functions

WMI Windows Management Instrumentation

WORM Write Once, Read Many (optical read-only disks)