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

Blue Bullet Tip Number 2

BCP: Business Continuity Plan

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CI: Configuration Item

Blue Bullet Tip Number 4

CMDB: Configuration Management Database

Blue Bullet Tip Number 5

CSI: Continual Service Improvement

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CSS: Customer Satisfaction Survey

Blue Bullet Tip Number 7

CX: Customer Experience

Blue Bullet Tip Number 8

IM: Incident Management

Blue Bullet Tip Number 9

INC: Incident

Blue Bullet Tip Number 10

ITIL: IT Infrastructure Library

Blue Bullet Tip Number 11

KB: Knowledgebase

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KE: Known Error

Blue Bullet Tip Number 13

KM: Knowledge Management

Blue Bullet Tip Number 14

KEDB: Known Error Database

Blue Bullet Tip Number 15

MIM: Major Incident Management/Manager

Blue Bullet Tip Number 16

QA: Quality Assurance

Blue Bullet Tip Number 17

RCA: Root Cause Analysis

Blue Bullet Tip Number 18

SDLC: Software Development Lifecycle

Blue Bullet Tip Number 19

SLA: Service Level Agreement

Blue Bullet Tip Number 20

SOP: Standard Operating Procedures

Blue Bullet Tip Number 21

SPOC: Single Point of Contact

Blue Bullet Tip Number 22

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 TechTerms.com.

About Global Data Consultants, LLC. 

Global Data Consultants, LLC empowers businesses to increase employee productivity, maximize investments and improve operational efficiencies. With experienced and certified professionals, GDC delivers services in the areas of application development, data center, 24/7 multilingual service desk, managed IT services, desktop lifecycle management, project management, and business process consulting. Learn more at gdcITsolutions.com. 

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