назад Оглавление вперед


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71

ITSM.....IT Service Management..............ИТ Сервис-мепеджмснт

ITSMF .. .IT Service Management Fonim.......Форум no ИТ Сервис-менеджмепту

IVR......Interactive Voice Response...........И1ггеракгпвпое речевое меню

KPI ......Key Performance Indicator......... . Юпочевой показатель эффективпостп

LAN......Local Area Network..................Локальпая вычислительная сеть LAN

MTBF ... .Mean Time Between Failures.........Cpe/uiee время между сбоялги

MTBSI .. .Mean Time Between ................Среднее время между системными ннцидснта.ми

System Incidents

MlTR----Mean Time To Re])air...............Среднее время ремонта

оси .....Organzation Cost Unit...............Оргапизапиоииые затраты

OGC .....Office of Government Commerce......Государственная торговая палата

(Великобритании)

OLA.....Operational Level Agreement.........Соглашение об оперативном уровне услуг

PC .......Personal Computer.................Исрсона-льный компьютер

PI........Performance Indicator...............Показатель качества

PIR ......Post-Implementation Review.........Анализ результатов внедрения

RFC......Request For Change.................Запрос тга изменетше

SCU......Software Cost Unit..................Затраты на программное обеспечение

SIP.......Service Improvement Program........Программа улучшения сервиса (услуг)

SLA......Senice Level Agreement.............Соглашение об уровне услуг

SLM......Service Level Management...........Управление уровнем услуг

SLR......Service Ltivel Requirements...........Требования no уровню услуг

SMART . .Specific, Measurable, Appropriate, Конкретный (Specific), измерепи.мый

Realistic and Time-bound(Measurable), уместный и соответствующий

ситуации (Appropriate), реалистичный (Realistic) и определенный по времени (Time-bound)

SOA......System Outage Analysis..............Анализ сбоев системы

SPOF Single Point Of Failure...............Критическая точка сбоя

SQP......Service Quality Plan.................План обеспечения качества услуг (сервиса)

TCU .....Transfer Cost Unit...................Трансферные затраты

TOP......Technical Observation Post...........Пункт технического наблюдения

UC.......Underpinning Contract..............Внешний договор

UPS......Uninterraptible Power Supply........Источшпс бесперебойного нитапня

VOIP.....Voice Over Internet Protocol.........Речевая связь через Интернет no прототсолу VoIP

WAN .....Wide Area Network..................Глобальная сеть WAN



В% Дополнительный материал

ПРЕДМЕТНАЗВАНИЕ

Service SupportService Support

Service DeliveryService Delivery Service Management Security Management

ApplicationsApplication Management

InfrastructureICT Infrastructure Managenient

ImplementationPlanning to Implement Service Management

General ITSMThe Guide to IT Service Management

HumorNot The IT Infrastructure Library

ИЗДАТЕЛЬ

OGC/HMSO OGC/HMSO OGC/HMSO OGC/HMSO OGC/HMSO OGC/HMSO Addison Wesley Giggle Production

ISBN

0 11330015 8 0 11330017 4 011330014 X 0 11 330866 3 0 11330865 5 0 11 330905 8 0 20 173792 2 0 95 334690 0



В.З. Веб-сайты

ОСуС....................................http: vvww.ogc.gov.uk

TIL....................................http.y/www.itil.co.uk

EXIN...................................htlp: vvwvv.exjn.nl

IEB....................................http: www.bcs.org.uk/iseb

itSMF-AU...............................http: www.itsmf.org.au

itSMF-BE...............................http: www.itsmf.be

itSMF-CA...............................http: wwvv.itsmf.ca

itSMF-DE...............................http: www.itsmf.de

itSMF-NL...............................http: www.itsmf.nl

itSMF-SA...............................http: wvvw.itsnif.org.za

itSMF-UK...............................http: www.itsmf.com

itSMF-USA..............................http: wvvwitsmf.net

ITSM PORTAL..........................http: en.itsmportal.net

ITIL/ITSM World........................http: wwvv.itil-itsm-world.com

The ITIL Tooling Page....................http: tools.itsmportal.net

ITIL world...............................http: www.itilworld.com

Loyalist College..........................http: www.itilexaras.com

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