IT Service Management
itSMF
IT Service Management Forum
IVR
Interactive Voice Response
KEDB
Known Error Database
KPI
Key Performance Indicator
LOS
Line of Service
M_o_R
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
PIR
Post-Implementation Review
PFS
Prerequisite for Success
PSO
Projected Service Outage
QA
Quality Assurance
QMS
Quality Management System
RCA
Root cause Analysis
RFC
Request for Change
ROI
Return on Investment