Help Desk Acronyms

When troubleshooting computer systems or supporting your organization?s IT needs is part or all of your responsibilities, Help Desk Software (or Service Desk Software) is a critical tool that will help you provide more efficient service and improve customer satisfaction. The following glossary will serve as a reference point for you or your department, and it aims to clarify terminology and features you may encounter in your search.

A

• AD?=?Active Directory
• AM?=?Availability Management
• API?=?Application Programming Interface

B

• BCP?=?Business Continuity Planning
• BAU?=?Business As Usual
• BIA?=?Business Impact Analysis
• BSM?=?Business Service Management

C

• CAB?=?Change Advisory Board
• CCTA?=?Central Computer and Telecommunications Agency
• CI?=?Configuration Item
• CMDB?=?Configuration Management Database
• CMS?=?Content Management System
• CR?=?Change Request
• CRM?=?Customer Relationship Management
• COOP?=?Continuity of Operations Planning
• CSI?=?Continual Service Improvement
• CTI?=?Computer Telephony Integration

F

• FITS?=?Framework for ICT Technical Support
• FPOC?=?First Point of Contact

I

• IcM?=?Incident Management
• ICT?=?Information and Communications Technology
• IdM?=?Identity Management
• ISEB?=?Independent Schools Examination Board
• ISMS?=?International Service Management Standard?or?Information Security Management System
• ISO?=?International Standards Organization
• ITSCM?=?Information Technology Service Continuity Management
• ITIL?=?Information Technology Infrastructure Library
• ITSM?=?Information Technology Service Management

K

• KB?=?Knowledge Base
• KPI?=?Key Performance Indicator

M

• MOF?=?Microsoft Operations Framework

O

• OGC?=?Office of Government Commerce
• OLA?=?Operational Level Agreement
• OU?=?Organizational Unit

P

• PDCA?=?Plan Do Check Act
• PLC?=?Product Lifecycle

Q

• QA?=?Quality Assurance

R

• RAG?=?RAG Chart
• RCA?=?Root Cause Analysis
• RFC?=?Request for Change
• RFI?=?Request for Information
• RPR?=?Rapid Problem Resolution

S

• SAAS?=?Software As A Service
• SAM?=?Software Asset Management
• SD?=?Service Design
• SDI?=?Service Desk Institute
• SDK?=?Software Development Kit
• SLA?=?Service Level Agreement
• SLM?=?Service Level Management
• SMB?=?Small to Medium Business
• SME?=?Small to Medium Enterprise
• SO?=?Service Operation
• SPOC?=?Single Point of Contact
• SS?=?Service Strategy
• ST?=?Service Transition

T

TCO?=?Total Cost of Ownership

V

VOIP?=?Voice Over IP