Acro	Desacronimé	Description	Example
PDCA	Plan-Do-Check-Act	Also known as Deming cycle, used for continuous improvement.	![[Pasted image 20240417090131.png]]
RACI Matrix	Responsible / Accountable / Consulted / Informed	The RACI matrix is a project management tool used to clarify and define responsibilities for tasks within a project. It helps define roles and responsibilities for IT service management processes. Not: Accountable can be only one person.	![[Pasted image 20240417090214.png]]
SVS	Système de Valeur de Service / Service Value System	It's a framework that encompasses all the components, activities and practices of an organization that work together to enable value co-creation. The SVS provides guidance on how to create value through services and serves as the core of the ITIL framework.	![[Pasted image 20240415100108.png]]
ROI	Return on Investment	ROI measures the profitability or efficiency of an investment relative to its cost.	Example: I invested 1000€ in a marketing campaign for my cafe. It brought 5000€ in additional revenue. 5000-1000 : 4000€ and then divide it by the initial investment. 4000 / 1000 : 4. So the ROI of the marketing campaign is 4. Meaning for each 1€ invested, earned 4€ in return.
KPI	Key Performance Indicator	Is a measurable value that demonstrates how effectively a company is achieving key business objectives.	website clicks or customer satisfaction score.
CAB	Change Advisory Board	A board of people responsible for assessing, approving, and prioritizing changes to IT services to minimize disruptions and ensure alignment with business objectives.	meets weekly to review and approve proposed changes to the company's customer relationship management (CRM) system. They evaluate the potential impact on customer service, assess risks, and prioritize changes based on business needs before implementation.
SPOC	Single Point of Contact	Helpdesk tool to collect all incidents and problems in one place in IT	apps like ServiceNow are pou
SLA	Service Level Agreement	It's a contract between a service provider (fournisseur) and a customer that defines the level of service expected, including metrics such as response time and uptime.	Eg.: A web hosting company guarantees 99.9% uptime for their servers, with a commitment to respond to support tickets within 24 hours.![[Pasted image 20240417110013.jpg]]
DRP	Disaster Recovery Plan	It's a documented process that outlines procedures and strategies for resorting IT infrastructure and services following a disruptive event, such as a natural disaster or cyberattack, to minimize downtime and ensure business continuity.	DRP in a cyberattack: 1. Risk Assessment and Threat Analysis 2. Incident Response Plan 3. Backup and Recovery Procedures 4. Communication Plan 5. Containment and Mitigation Strategies 6. Recovery Time Objectives 7. Resource Allocation and Coordination 8. Testing and Training 9. Documentation and Reporting 10. Continuous Improvement