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| ACD | Automatic Call Distribution |
| BSI | British Standards Institution |
| CAB | Change Advisory Board |
| CAB/EC | Change Advisory Board/Emergency Committee |
| CASE | Computer-Aided Systems Engineering |
| CCTA | Central Computer and Telecommunications Agency |
| CI | Configuration Item |
| CMDB | Configuration Management Database |
| COP | Code of Practice |
| CTI | Computer Telephony Integration |
| DHS | Definitive Hardware Store |
| DSL | Definitive Software Library |
| EDI | Electronic Data Interchange |
| EFQM | European Foundation for Quality Management |
| FSC | Forward Schedule of Change |
| GUI | Graphical User Interface |
| ICAM | Integrated Computer-Aided Manufacturing |
| ICT | Information and Communications Technology |
| IDEF | ICAM Definition |
| IP | Internet Protocol |
| IR | Incident Report |
| ISO | International Standards Organisation |
| IT | Information Technology |
| IVR | Interactive Voice Response |
| KER | Known Error Record |
| KPI | Key Performance Indicator |
| KSF | Key Success Factors |
| LAN | Local Area Network |
| MBNQA | Malcolm Baldridge National Quality Award |
| MTBF | Mean Time Between Failures |
| OLA | Operational Level Agreement |
| PC | Personal Computer |
| PIR | Post-implementation Review |
| PR | Problem Record |
| PRINC | Projects IN Controlled Environments |
| PSA | Projected Service Availability |
| RFC | Request for Change |
| SCI | Software Configuration Item |
| SCM | Software Configuration Management |
| SIP | Service Improvement Program |
| SLA | Service Level Agreement |
| SLM | Service Level Management |
| TOR | Terms of Reference |
| TP | Transaction Processing |
| VOIP | Voice Over Internet Protocol |
| WAN | Wide Area Network |
| WIP | Work in Progress |
| WFD | Work flow diagram |
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