Acronyms

1IM

One Identity Manager

2FA

two-factor authentication

ACD

automatic call distribution

AD

active directory

AM

availability management

AMIS

availability management information system

API

application program interface

ASP

application service provider

AST

agreed service time

BCM

business continuity management

BCP

business continuity plan

BIA

business impact analysis

BMP

Best Management Practice

BRM

business relationship manager

CAB

change advisory board

CAPEX

capital expenditure

CCM

component capacity management

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

COTS

commercial off the shelf

CPM

critical path method 

CRN

course reference number 

CSF

critical success factor

CSI

continual service improvement

CTI

computer telephony integration

DIKW

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

DML

definitive media library

ECAB

emergency change advisory board

ELS

early life support

ExtED

Canvas term; ID for Extended Education programs

FCY

first contact yield

FLRR

first level resolution rate

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

ITSCM

IT service continuity management

ITSM

IT service management

itSMF

IT Service Management Forum

IVR

interactive voice response

KEDB

known error database

KPI

key performance indicator

LMS

learning management system

LOS

line of service

LTI

learning tools interoperability

MFA

multi-factor authentication

MIS

management information system

M_o_R

Management of Risk

MOU

memorandum of understanding

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

OLA

operational level agreement

OLC

Online Learning Consortium

PBA

pattern of business activity

PDCA

Plan-Do-Check-Act

PDM

precedence diagramming method 

PFS

prerequisite for success

PIR

post-implementation review

PMBOK

Project Management Body of Knowledge

PMI

Project Management Institute

PMO

project management office

POC

point of contact

PSO

projected service outage

QA

quality assurance

QC

quality control

QM

Quality Matters 

QMS

quality management system

RACI

responsible, accountable, consulted, and informed

RCA

root cause analysis

RFC

request for change

ROA

return on assets

ROI

return on investment

RPO

recovery point objective

RTO

recovery time objective

SaaS

software as a service

SAC

service acceptance criteria

SACM

service asset and configuration management

SAM

software asset management

SCM

service capacity management

SCMIS

supplier and contract management information system

SDP

service design package

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, and time-bound

SMIS

security management information system

SMO

service maintenance objective

SoC

separation of concerns

SOP

standard operating procedure

SOR

statement of requirements

SPI

service provider interface

SPM

service portfolio management

SPOF

single point of failure

SOR

statement of requirements

SOW

statement of work

SSO

single sign-on

TCO

total cost of ownership

TCU

total cost of utilization

TO

technical observation

TOR

terms of reference

TRB

technical review board

TQM

total quality management

UC

underpinning contract

UDL

Universal Design for Learning

UFFA

Use it, Flag it or Fix it, Add it

UP

user profile

vApp

virtual application 

VBF

vital business function

VCAT

virtual computing and application technology 

VM

virtual machine 

VPN

virtual private network 

VOI

value on investment

VOIP

voice over inernet protocol

WBS

work breakdown structure 

WIP

work in progress