Top 25 IT Service Management (ITSM)Acronyms

Decoding the World of ITSM Related Terms

Carley Kimball, Media Specialist

1 Min Read

In the world of IT (Information Technology), there seems to be an acronym for everything especially ITSM Acronyms. For those just jumping into the field, it can be a little overwhelming trying to navigate conversations filled with series of letters with unknown meanings. That’s why we decided to compile thousands of acronyms under the IT umbrella. We plan to break these down further for you, focusing on different topics so that you can easily reference what you’re looking for.

In this article, we will highlight the Top 25 Acronyms for ITSM (Information Technology Service Management), a core GDC capability that provides our clients with an array of options to help manage the end-to-end delivery of IT services, including all the processes and activities to design, create, deliver, and support IT services.

Businessman pointing to an overlay with the letters I T for ITSM Acronyms

Here are the Top 25 Acronyms for ITSM:

Blue Bullet Tip Number 1

ACD: Automatic Call Distribution

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BCP: Business Continuity Plan

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CI: Configuration Item

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CMDB: Configuration Management Database

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CSI: Continual Service Improvement

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CSS: Customer Satisfaction Survey

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CX: Customer Experience

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IM: Incident Management

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INC: Incident

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ITIL: IT Infrastructure Library

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KB: Knowledgebase

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KE: Known Error

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KM: Knowledge Management

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KEDB: Known Error Database

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MIM: Major Incident Management/Manager

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QA: Quality Assurance

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RCA: Root Cause Analysis

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SDLC: Software Development Lifecycle

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SLA: Service Level Agreement

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SOP: Standard Operating Procedures

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SPOC: Single Point of Contact

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SR or REQ: Service Request

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SRM: Service Request Management

Blue Bullet Tip Number 24

T1, T2, T3 (L1, L2, L3): Tiers (or Levels) of Support

Blue Bullet Tip Number 25

TCO: Total Contact Ownership

To decode more IT-related acronyms and terms, check out our IT Acronyms and Abbreviations Resource or try searching

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