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 | B | C | D | E | F | G | H | I | J | K | L | M
N | O | P | Q | R | S | T | U | V | W | X | Y | Z
A
- AD = Active Directory
- AM = Availability Management
- API = Application Programming Interface
B
- BCP = Business Continuity Planning
- BCRP = Business Continuity and Resiliency Planning
- BAU = Business As Usual
- BECTA = British Educational Communications and Technology Agency
- 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
- FSC = Forward Schedule of Changes
- 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
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
- SDP = Service Design Package
- 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
A | B | C | D | E | F | G | H | I | J | K | L | M
N | O | P | Q | R | S | T | U | V | W | X | Y | Z
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For more information about Help Desk Premier software, the Password Administrator help desk feature, and the service desk software services we provide, please call us at 1-877-615-5194 or fill out our contact form.
