Below is a list of mostly used abbreviations. When working in ITIL environment - especially if you are a newhired person - you may feel lost when reading emails full of meaningless abbreviations. For all those people who fell lost but also for people taking the ITIL exam we created the list below. We believe it will be usefull for everybody who needs quickly remind what particular acronym means.
| Acronym | Term |
| ACD | Automatic Call Distribution |
| AM | Availability Management |
| AMIS | Availability Management Information System |
| ASP | Application Service Provider |
| BCM | Business Capacity Management |
| BCM | Business Continuity Management |
| BCP | Business Continuity Plan |
| BIA | Business Impact Analysis |
| BRM | Business Relationship Manager |
| BSI | British Standards Institution |
| BSM | Business Service Management |
| CAB | Change Advisory Board |
| CAB/EC | Change Advisory Board / Emergency Committee |
| 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 |
| COTS | Commercial off the Shelf |
| CSF | Critical Success Factor |
| CSI | Continual Service Improvement |
| CSIP | Continual Service Improvement Programme |
| CSP | Core Service Package |
| CTI | Computer Telephony Integration |
| DIKW | Data-to-Information-to-Knowledge-to-Wisdom |
| eSCM-CL | eSourcing Capability Model for Client Organizations |
| eSCM-SP | eSourcing Capability Model for Service Providers |
| 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 |
| 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 |
| 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 |
| PFS | Prerequisite for Success |
| PIR | Post Implementation Review |
| PSA | Projected Service Availability |
| QA | Quality Assurance |
| QMS | Quality Management System |
| RCA | Root Cause Analysis |
| 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 |
| SMO | Service Maintenance Objective |
| SoC | Separation of Concerns |
| SOP | Standard Operating Procedures |
| SOR | Statement of requirements |
| SPI | Service Provider Interface |
| SPM | Service Portfolio Management |
| SPO | Service Provisioning Optimization |
| 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 |