A | B
Acceptance | Access Management | Account Manager | Accounting | Accredited | ACD | Active Monitoring | Activity | Agent | Agreed Service Time | Agreement | Alert | AMIS | Analytical Modelling | Application | Application Management | Application Portfolio | Application Sizing | Architecture | ASP | Assembly | Assessment | Asset | Asset Management | Asset Register | Attribute | Audit | Authority Matrix | Availability | Availability Management | Availability Plan | Backup | Balanced Scorecard | Baseline | Benchmark | Benchmarking | Best Practice | Brainstorming | BSI | Budget | Budgeting | Build | Build Environment | Business | Bus Cap Mgmt | Business Case | Bus Continuity Mgmt | Bus. Capacity Plan | Business Customer | Business Impact Analysis | Business Objective | Business Operations | Business Perspective | Business Process | Bus Relationship Mgmt | Bus Relationship Mgr | Business Service | BSM | Business Unit

C
Call | Call Centre | Call Type | Capability | Capacity | Capacity Mgmt | Capacity Plan | Capital Budgeting | Capital Expenditure | Capital Item | Cap Mgmt Info Syst | Capitalization | Category | Certification | CFIA | Change | Change Advisory Board | Change Case | Change History | Change Management | Change Model | Change Record | Change Schedule | Change Window | Charging | Chronological Analysis | CI Type | Classification | Client | Close Looped | Closed | Closure | CMDB | CMM | CMMI | CMS | Coase's Law | COBIT | Code of Practice | Cold Standby | CONOPTS | COTS | Compliance | Component | Component Cap Mgmt (CCM) | Component CI | Concurrency | Confidentiality | Configuration | Configuration Baseline | Configuration Control | Configuration Identification | Configuration Item (CI) | Configuration Management | Configuration Record | Configuration Structure | Continual Serv. Improvement (CSI) | Continuous Availability | Continuous Operation | Contract | Contract Portfolio | Control | Control (CI) | Control Perspective | Control Processes | Core Service | Core Serv. Package (CSP) | Cost | Cost Benefit Analysis | Cost Centre | Cost Effectiveness | Cost Element | Cost Mgmt | Cost Type | Cost Unit | Countermeasure | Course Corrections | CRAMM | Crisis Management | Critical Success Factor (CSF) | Culture | Customer | Customer Portfolio | CTI

D | E | F | G | H
Dashboard | DIKW Hierarchy | Definitive Media Library (DML) | Deliverable | Demand Management | Dependency | Deployment | Depreciation | Design | Detection | Development | Development Environment | Diagnosis | Diagnostic Script | Differential Charging | Direct Cost | Directory Service | Do Nothing | Document | Downtime | Driver | Early Life Support | Economies of Scale | Economies of Scope | Effectiveness | Efficiency | Emergency Change | Emergency CAB | Encapsulation | Environment | Error | Escalation | eSCM-SP | Estimation | Evaluation | Event | Event Management | Exception Report | Expanded Incident Lifecycle | External Customer | External Metric | External Service Provider | External Sourcing | Facilities Management | Failure | FMEA | Fast Recovery | Fault | Fault Tolerance | FTA | Financial Management | First-line Support | Fishbone Diagram | Fit for Purpose | Fixed Cost | Fixed Facility | Follow the Sun | Framework | Fulfilment | Function | Functional Escalation | Gap Analysis | Governance | Gradual Recovery | Guideline | Help Desk | Hierarchic Escalation | High Availability | Hot Standby

I | J | K | L | M
Identity | Immediate Recovery | Impact | Incident | Incident Management | Incident Record | Indirect Cost | ISM | ISMS | Incident Lifecycle | Information Security Mgmt | Information Security Policy | Information Technology (IT) | Infrastructure Service | Insourcing | Integrity | IVR | Intermediate Recovery | Internal Customer | Internal Metric | IRR | Internal Service Provider | Internal Sourcing | ISO | ISP | Invocation | Ishikawa Diagram | ISO 9000 | ISO 9001 | ISO/IEC 17799 | ISO/IEC 20000 | ISO/IEC 27001 | IT Directorate | IT Infrastructure | IT Operations | IT Operations Control | IT Operations Management | IT Service | ITSCM | IT Service Continuity Plan | ITSM | ITSM Forum | IT Service Provider | IT Steering Group (ISG) | ITIL | Job Description | Job Scheduling | Kano | Kepner - Tregoe | KPI | Knowledge Base | Knowledge Management | Known Error | KEDB | Known Error Record | Lifecycle | Line of Service (LOS) | Live | Live Environment | Maintainability | Major Incident | Managed Services | Management Information | Management of Risk (MoR) | Management System | Manual Workaround | Marginal Cost | Market Space | Maturity | Maturity Level | MTBF | MTBSI | MTTR | MTRS | Metric | Middleware | Mission Statement | Model | Modelling | Monitor Control Loop | Monitoring

N | O | P | Q | R
Net Present Value | Notional Charging | Objective | OGC | Operate | Operation | Operational | Operational Cost | Operational Expenditure (OPEX) | OLA | Open Looped | Operations Bridge | Opportunity Cost | Optimize | Organization | Outcome | Outsourcing | Overhead | Pain Value Analysis | Pareto Principle | Partnership | Passive Monitoring | PBA | Percentage Utilization | Performance | Performance Anatomy | Performance Management | Pilot | Plan | PDCA | Planned Downtime | Planning | PMBOK | Policy | Portable Facility | PIR | Practice | PFS | Pricing | PRINCE2 | Priority | Proactive Monitoring | Proactive Problem Management | Problem | Problem Management | Problem Record | Procedure | Process | Process Control | Process Manager | Process Owner | Production Environment | Profit Centre | Pro Forma | Programme | Project | PSO | Qualification | Quality | Quality Assurance (QA) | QMS | Quick Win | RACI | Reactive Monitoring | Reciprocal Arrangement | Record | Recovery | Recovery Option | RPO | RTO | Redundancy | Relationship | Release | Release and Deployment Mgmt | Release Identification | Release Mgmt | Release Process | Release Record | Release Unit | Release Window | Reliability | Remediation | Repair | RFC | Request Fulfilment | Requirement | Resilience | Resolution | Resolution Processes | Resource | Response Time | Responsiveness | Restore | Retire | ROI | Return to Normal | Review | Rights | Risk | Risk Appetite | Risk Assessment | Risk Management | Risk Register | Role | Rollout | Root Cause | Root Cause Analysis | Running Costs

S
Scalability | Scope | Second-line Support | Security | Security Mgmt | Separation of Concerns (SoC) | Server | Service | Service Acceptance Criteria (SAC) | Service Analytics | Service Asset | SACM | Service Capacity Management (SCM) | Service Capability | Service Catalogue | Service Continuity Management | Service Contract | Service Culture | Service Design | Service Design Package | Service Desk | Service Failure Analysis (SFA) | Service Hours | SIP | Service Investment Analysis | SKMS | Service Level | SLA | Service Level Mgmt (SLM) | SL Package (SLP) | SL Requirement (SLR) | Service Level Target | Service Lifecycle | Service Maintenance Objective | Service Mgmt | Service Lifecycle | Service Manager | Service Operation | Service Owner | Service Package | Service Pipeline | Service Portfolio | SPM | Service Potential | Service Provider | Service Provider Interface (SPI) | Service Provisioning Optimization (SPO) | SOA | Service Request (SR) | Service Sourcing | Service Strategy | Service Transition | Service Utility | Service Validation and Testing (VT) | Service Valuation | Service Warranty | Serviceability | Shift | Simulation Modelling | Single Point of Contact | Single Point of Failure (SPOF) | SLAM Chart | SMART | Snapshot | Specification | Stakeholder | Standard | Standard Change | Standard Operating Procedures (SOP) | Standby | Statement of requirements (SOR) | Status | Status Accounting | Storage Mgmt | Strategic | Strategy | Super User | Supplier | Supplier and Contract Database (SCD) | Supplier Mgmt | Supply Chain | Support Group | Support Hours | Supporting Service | SWOT Analysis | System | System Mgmt

T | U | V | W | X | Y | Z
Tactical | Technical Mgmt | Technical Observation (TO) | Technical Service | Technical Support | Tension Metrics | Terms of Reference (TOR) | Test | Test Environment | Third Party | Third-line Support | Threat | Threshold | Throughput | TCO | TCU | TQM | Transaction | Transition | Transition Planning and Support | Trend Analysis | Tuning | Type I Service Provider | Type II Service Provider | Type III Service Provider | Underpinning Contract (UC) | Unit Cost | Urgency | Usability | Use Case | User | User Profile (UP) | Utility | Validation | Value Capture | Value Chain | Value for Money | Value on Investment (VOI) | Value Network | Variable Cost | Variable Cost Dynamics | Variance | Verification | Verification and Audit | Version | Virtualization | Vision | VBF | Vulnerability | Warm Standby | Warranty | Work in Progress (WIP) | Work Instruction | Workaround | Workload