Glossary

A
AA	Adoption Agency
AAA	Associate Administrative Analyst
AAC	Aid Adoption of Children
AACA	Annual Automation Cooperative Agreement
AAHA	American Association of Homes for the Aging
AAICPC	Association of Administrators of the Interstate Compact on the Placement of Children
AB	Assembly Bill
ABA	Associate Budget Analyst
ABAWD	Able-Bodied Adults without Dependents
Absorbed Overhead	Overhead which, by means of absorption rates, is included in costs of specific products or saleable services, in a given period of time. Under- or over-absorbed overhead: the difference between overhead cost incurred and overhead cost absorbed: it may be split into its two constituent parts for control purposes.
Absorption Costing	A principle whereby fixed as well as variable costs are allotted to cost units and total overheads are absorbed according to activity level. The term may be applied where production costs only, or costs of all functions are so allotted.
ACAL	Absence Calendar
ACCCE	American College of Community Care Education
ACCESS	Automated Case Control Entry and Statistical Systems.
ACD	Automatic Call Distribution
ACF	Advanced Communication Function
ACIF	AFP Conversion and Indexing Facility
ACIN	All-County Information Notice
ACL	All-County Letter
ACR	Assembly Concurrent Resolutions
ACSA	Association of California State Attorneys and Administrative Law Judges
ACSES	Automated Child Support Enforcement System
Action Lists	Defined actions, allocated to recovery teams and individuals, within a phase of a plan. These are supported by reference data.
ACWDL	All County Welfare Directors Letter
ADA	Americans with Disabilities Act
ADH	Administrative Disqualification Hearing
ADP	Department of Alcohol and Drug Programs
ADR	Alternative Dispute Resolution or Alternative Draft Resolution
ADR/TSS	Application Design Report/Total System Solution
ADSO	Application Development System/Online
AEC	Administrative Expense Claim
AED	Automated Eligibility Determination
AER	Actual Expenditure Report
AFCARS	Adoption and Foster Care Analysis and Reporting System
AFDC	Aid to Families with Dependent Children
AFDC-FC	Aid to Families with Dependent Children - Foster Care
AFDC-FG	Aid to Families with Dependent Children - in Family Groups
AFDC-U	Aid to Families with Dependent Children - Unemployed Parent
AFIRM	Automated Fingerprint Image Reporting and Match System
AFP	Advanced Function Presentation
AFPRSS	AFP Resource Starter Set
AFSCME	American Federation of State, County, and Municipal Employees
AIMS	Agency Information Management Strategy
AIS	Automated Intake System
AISA	Associate Information Systems Analyst
AJR	Assembly Joint Resolution
Alert	Warning that an incident has occurred.
Alert Phase	The first phase of a Business Continuity Plan in which initial emergency procedures and damage assessments are activated.
ALJ	Administrative Law Judge
Allocated Cost	A cost that can be directly identified with a business unit.
AMARCH	Association for Minority Adolescents in Residential Care Homes
AMDB	Availability Management Database
ANG	My Name
ANSI	American National Standards Institute
AOR	Assembly Office of Research
APA	Associate Personnel Analyst or Associate Programmer Analyst
APD	Advance Planning Document
APDP	Assistance Payments Demonstration Project
APDU	Advance Planning Document Update
API	Application Program Interface
APP	Aid Paid Pending
APPC	Advance Program-to-Program Communication
Application Portfolio	An information system containing key attributes of applications deployed in a company. Application portfolios are used as tools to manage the business value of an application throughout its lifecycle.
Apportioned Cost	A cost that is shared by a number of business units (an indirect cost). This cost must be shared out between these units on an equitable basis.
APPS	Automated Provider Payment System
APS	Adult Protective Services
APWA	American Public Welfare Association
AR	Accounts Receivable or Authorized Representative
ARC	Additional Resource Charge
ARF	Adult Residential Facility
ARS	Automated Child Support Enforcement Sytem Replacement Systems
ASAP	As soon as possible
ASC	Annual Services Charge
ASP	Application Service Provider
Asset	Component of a business process. Assets can include people, accommodation, computer systems, networks, paper records, fax machines, etc.
Asynchronous/ Synchronous	In a communications sense, the ability to transmit each character as a self-contained unit of information, without additional timing information. This method of transmitting data is sometimes called start/stop. Synchronous working involves the use of timing information to allow transmission of data, which is normally done in blocks. Synchronous transmission is usually more efficient than the asynchronous method.
ATD	Aid to the Disabled
ATL	Automated Tape Library
ATM	Asynchronous Transfer Mode – A dedicated connection switching technology that organizes digital data into 53-byte cell units and transmits them over a physical medium using digital signal technology.
ATO	Administrative Time Off
ATP	Authorization to Participate or Advanced Technology Project
Availability	Ability of a component or service to perform its required function at a stated instant or over a stated period of time. It is usually expressed as the availability ratio, i.e., the proportion of time that the service is actually available for use by the customers within the agreed service hours.
AVCV	Aid to Victims of Crimes of Violence
AWOL	Absence without Official Leave
AWS	Alternate Workweek Schedule
AWW	Alternate Work Week

B
BAA	Business Area Analysis
Balanced Scorecard	An aid to organizational performance management. It helps to focus not only on the financial targets but also on the internal processes, customers and learning and growth issues.
Baseline	A snapshot or a position which is recorded. Although the position may be updated later, the baseline remains unchanged and available as a reference of the original state and as a comparison against the current position (PRINCE2).
Baseline Security	The security level adopted by the IT organization for its own security and from the point of view of good 'due diligence'.
Baselining	Process by which the quality and cost-effectiveness of a service is assessed, usually in advance of a change to the service. Baselining usually includes comparison of the service before and after the change or analysis of trend information. The term benchmarking is usually used if the comparison is made against other enterprises.
BC	(BC CONFIG, CONFIG) – Browse CONFIG – A flat file inventory of HHSDC telecommunications sites which includes information on network devices, circuits, PVCs, site addresses and site contacts.
BCA	Business Collaboration and Analysis Branch
BCC	Budget Change Concept - precedes a Budget Change Proposal (BCP). Provides a synopsis of the BCP.
BCM	Business Capacity Management
BCP	Budget Change Proposal
BCS	Boulder Conversion System
BDD	Business Development Division
BECN	Backward Explicit Congestion Notification – Used for network congestion management. A BECN is a frame relay control bit used to indicate that the path through the network in the direction opposite the frame's path (i.e., toward the frame's source) is congested.
BEST	Best Enforcement Support Technology
BIA	Business Impact Analysis
BITA	Business/IT Alignment
BLS	Bureau of Labor Statistics
BOL	Bill of Lading
BOSMan	Batch Output System Manager
BQF	British Quality Foundation
BR	Budget Revision
Bridge	Equipment and techniques used to match circuits to each other ensuring minimum transmission impairment.
BRM	Business Relationship Management
bs 7799	The British standard for Information Security Management. This standard provides a comprehensive set of controls comprising best practices in information security.
BSA	Business Services Assistant or Bureau of State Audits
BSC	Balanced Scorecard
BSD	Business System Design
BSi	British Standards Institution
BU	Bargaining Unit
Budgeting	Budgeting is the process of predicting and controlling the spending of money within the organization and consists of a periodic negotiation cycle to set budgets (usually annual) and the day-to-day monitoring of current budgets.
Build	The final stage in producing a usable configuration. The process involves taking one of more input Configuration Items and processing them (building them) to create one or more output Configuration Items, e.g., software compile and load.
Business Function	A business unit within an organization, e.g., a department, division, branch.
Business Process	A group of business activities undertaken by an organization in pursuit of a common goal. Typical business processes include receiving orders, marketing services, selling products, delivering services, distributing products, invoicing for services, accounting for money received. A business process usually depends upon several business functions for support, e.g., IT, personnel, and accommodation. A business process rarely operates in isolation, i.e., other business processes will depend on it and it will depend on other processes.
Business Recovery Objective	The desired time within which business processes should be recovered, and the minimum staff, assets and services required within this time.
Business Recovery Plan Framework	A template business recovery plan (or set of plans) produced to allow the structure and proposed contents to be agreed before the detailed business recovery plan is produced.
Business Recovery Plans	Documents describing the roles, responsibilities and actions necessary to resume business processes following a business disruption.
Business Recovery Team	A defined group of personnel with a defined role and subordinate range of actions to facilitate recovery of a business function or process.
Business Unit	A segment of the business entity by which both revenues are received and expenditure is caused or controlled, such revenues and expenditure being used to evaluate segmental performance.

C
C-IV	Consortium IV
C & P	Classification and Pay
C&CM	Configuration and Change Management
C&P	Classification and Pay
C/SSR	Cost/Schedule Status Reporting
CA	Corrective Action
CAADS	California Association of Adult Day Services
CAB	Change Advisory Board - A group of people who can give expert advice to Change Management on the implementation of changes. This board is likely to be made up of representatives from all areas within IT and representatives from business units.
CAB/EC	Change Advisory Board/Emergency Committee
CAC	California Administrative Code
CACDP	California Association of County Data Processors
CACH	California Association of Children's Homes
CAHA	California Association of Homes for Aging
CAHF	California Association of Health Facilities
CAIC	Child Abuse Index Check
CALC	California Law Center on Long-term Care
CalPERS	California Public Employees' Retirement System
CALSTARS	California State Accounting and Reporting System
CALTREC	California Travel Expense Claim System
CalWIN	CalWORKs Information Network
CalWORKs	California Work Opportunity and Responsibility to Kids
CAP	Corrective Action Plan or Cost Allocation Plan
Capital Costs	Typically, those costs applying to the physical (substantial) assets of the organization. Traditionally this was the accommodation and machinery necessary to produce the enterprise's product. Capital Costs are the purchase or major enhancement of fixed assets, for example, computer equipment (building and plant) and are often also referred to as 'one-off' costs.
Capital Investment Appraisal	The process of evaluating proposed investment in specific fixed assets and the benefits to be obtained from their acquisition. The techniques used in the evaluation can be summarised as non-discounting methods (i.e., simple payback), return on capital employed and discounted cashflow methods (i.e., yield, net present value and discounted payback).
capitalization	The process of identifying major expenditure as Capital, whether there is a substantial asset or not, to reduce the impact on the current financial year of such expenditure. The most common item for this to be applied to is software, whether developed in-house or purchased.
CARC	California Advocates for Residential Care
CARCH	California Association of Residential Care Homes
CARE	Cooperative Agencies Resources for Education
CARF	California Association of Rehabilitation Facilities, Inc.
CARR	California Association of Residential Resources
CASC	California Association of Services for Children
CASE	Computer-Aided Systems Engineering - A software tool for programmers. It provides help in the planning, analysis, design and documentation of computer software.
CASES	California Automated Support Enforcement System
CASRA	California Association of Social Rehabilitation Agencies
category	Classification of a group of Configuration Items, change documents or problems.
CATS	Common Application Transaction System
CAUSE	California Union of Safety Workers
CAWSAC	California Automated Welfare Systems Advisory Committee
CC	Cost Center
CCA	County Contract Analyst
CCC	Child Care Center
CCL	Community Care Licensing
CCM	County Contract Manager
CCP	Code of Civil Procedures
CCPOA	California Correctional Peace Officers' Association
CCR	California Code of Regulations or Change Control Report
CCRC	Continuting Care Retirement Communities
CCS	California Children's Service or Child Care Services
CCSA	California Child Support Automation
CCTA	Central Computer and Telecommunications Agency
CCWRO	Coalition of California Welfare Rights Organization
CDA	California Department of Aging
CDAA	California District Attorneys Association
CDB	Capacity Management Database OR Central Database OR Childhood Disability Benefits
CDD	Customer Delivery Division
CDE	California Department of Education
CDR	Continuting Disability Review
CDS	Case Data System
CDSS	California Department of Social Services
CE	Consultative Examination (also C/F)
CEA	Career Executive Assignment
CEC	California Education Code
CERA	California Employment Re-Entry Assistance Program
CETA	Comprehensive Employment Training Act
CF	California Fiscal Information System
CFIA	Component Failure Impact Analysis
CFIS	California Fiscal Information System
CFL	County Fiscal Letter
CFPA	California Foster Parents Association
CFR	Code of Federal Regulations
CFY	County Fiscal Year
CGEN	California Government Enterprise Network
CH&SC	California Health and Safety Code
Ch.	Chapter
CHA	California Hospital Association
change	The addition, modification or removal of approved, supported or baselined hardware, network, software, application, environment, system, desktop build or associated documentation.
Change Authority	A group that is given the authority to approve change, e.g., by the Project Board. Sometimes referred to as the Configuration Board.
Change Control	The procedure to ensure that all changes are controlled, including the submission, analysis, decision-making, approval, implementation and post-implementation of the change.
Change Document	Request for Change, change control form, change order, change record.
change history	Auditable information that records, for example, what was done, when it was done, by whom and why.
Change Log	A log of Requests For Change raised during the project, showing information on each change, its evaluation, what decisions have been made and its current status, e.g., Raised, Reviewed, Approved, Implemented, Closed.
Change Management	Process of controlling changes to the infrastructure or any aspect of services, in a controlled manner, enabling approved changes with minimum disruption.
Change Record	A record containing details of which CIs are affected by an authorized change (planned or implemented) and how.
Charging	The process of establishing charges in respect of business units, and raising the relevant invoices for recovery from customers.
CHASER	Computer Has All Support Expertise Required
CHC	California Hospital Commission
CHDP	Child Health and Disability Prevention
CHHS	California Health and Human Services Agency (formerly Health and Welfare)
CI	Configuration Item - Component of an infrastructure - or an item, such as a Request for Change, associated with an infrastructure - which is (or is to be) under the control of Configuration Management. CIs may vary widely in complexity, size and type - from an entire system (including all hardware, software and documentation) to a single module or a minor hardware component.
CICS	Customer Information Control System
CII	Criminal Identification and Information
CIN	Client Identification Number
CIP	Channel Interface Processor – A mainframe channel-connected router.
CIR	Committed Information Rate – The largest guaranteed number of bits per second that the network agrees to transmit for a PVC.
CIS	Childrens Information System
Civ.C	Civil Code
Classification	Process of formally grouping Configuration Items by type, e.g., software, hardware, documentation, environment, application. Process of formally identifying changes by type e.g., project scope change request, validation change request, infrastructure change request. Process of formally identifying incidents, problems and known errors by origin, symptoms and cause.
CLETS	California Law Enforcement Tracking System
Closure	When the customer is satisfied that an incident has been resolved.
CLP	Catastrophic Leave Program
CM	Change Management OR Configuration Management - The process of identifying and defining the Configuration Items in a system, recording and reporting the status of Configuration Items and Requests For Change, and verifying the completeness and correctness of Configuration Items.
CM Tool	Configuration Management Tool (CM Tool) - A software product providing automatic support for change, Configuration or version control.
CMA	California Medical Association
CMAC	California Medical Assistance Program/Medicaid
CMAS	California Multiple Award Schedule
CMC	Communications Management Configuration
CMDB	Configuration Management Data Base - A database which contains all relevant details of each CI and details of the important relationships between CIs.
CMIPS	California Medical Information Payment System Case Management Information and Payrolling System
CMM	Capability Maturity Model
CMO	Consolidation Management Office
CMOS	Complimentary Metal-Oxide Semiconductor
CMR	Change Management Request System – An OTech application used for tracking, reviewing and coordinating changes made to the OTech network, systems and facilities.
CMRT	County Medical Review Team
CMSP	County Medical Services Program
CO	Computer Operator
COAP	Child-Only Assistance Program
COB	Close of Business
COBCP	Capital Outlay Budget Change Proposal
COBRA	Consolidated Omnibus Budget Reconciliation Act
COD	Career Opportunity Development
COI	Conflict of Interest
COLA	Cost of Living Adjustment
Cold Stand-By	See 'Gradual Recovery'
COM	Computer Output Microfilm
Command, Control and Communications	The processes by which an organization retains overall coordination of its recovery effort during invocation of business recovery plans.
Configuration Baseline	Configuration of a product or system established at a specific point in time, which captures both the structure and details of the product or system, and enables that product or system to be rebuilt at a later date. A snapshot or a position which is recorded. Although the position may be updated later, the baseline remains unchanged and available as a reference of the original state and as a comparison against the current position (PRINCE2). See also 'baseline'.
Configuration Control	Activities comprising the control of changes to Configuration Items after formally establishing its configuration documents. It includes the evaluation, coordination, approval or rejection of changes. The implementation of changes includes changes, deviations and waivers that impact on the configuration.
Configuration Documentation	Documents that define requirements, system design, build, production, and verification for a Configuration Item.
Configuration Identification	Activities that determine the product structure, the selection of Configuration Items, and the documentation of the Configuration Item's physical and functional characteristics including interfaces and subsequent changes. It includes the allocation of identification characters or numbers to the Configuration Items and their documents. It also includes the unique numbering of Configuration control forms associated with changes and problems.
Configuration Management Plan	Document setting out the organization and procedures for the Configuration Management of a specific product, project, system, support group or service.
Configuration Structure	A hierarchy of all the CIs that comprise a configuration.
Contingency Planning	Planning to address unwanted occurrences that may happen at a later time. Traditionally, the term has been used to refer to planning for the recovery of IT systems rather than entire business processes.
Continuous Service Improvement Plan	An ongoing formal program undertaken within an organization to identify and introduce measurable improvements within a specified work area or work process.
COP	Code of Practice
COPAM	Consortia Planning and Management
COS	Computer Operator Specialist
Cost-Effectiveness	Ensuring that there is a proper balance between the Quality of Service on the one side and expenditure on the other. Any investment that increases the costs of providing IT services should always result in enhancement to service quality or quantity.
Cost Failure	A technique used to evaluate and measure the cost of failed actions and activities. It can be measured as a total within a period or an average per failure. An example would be 'the cost of failed changes per month' or 'the average cost of a failed change'.
Cost Management	All the procedures, tasks and deliverables that are needed to fulfill an organization's costing and charging requirements.
Cost Unit	In the context of CSBC the cost unit is a functional cost unit which establishes standard cost per workload element of activity, based on calculated activity ratios converted to cost ratios.
Costing	The process of identifying the costs of the business and of breaking them down and relating them to the various activities of the organization.
COTS	Commercial off-the-shelf
Countermeasure	A check or restraint on the service designed to enhance security by reducing the risk of an attack (by reducing either the threat or the vulnerability), reducing the impact of an attack, detecting the occurrence of an attack and/or assisting in the recovery from an attack.
CP	Custodial Party (not necessarily a parent)
CPI	Consumer Price Index or Characters per inch
CPM	County Project Manager/County Planning Manager
CPR	Cardiopulmonary Resuscitation
CPS	Child Protective Services
CPU	Central Processing Unit
CPWG	Contingency Planning Working Group
CR	Cuban Refugee
CRAMM	CCTA Risk Analysis Management Method - The UK Government's Risk Analysis and Management Method. Further information is available from www.insight.co.uk/cramm/ or tel. 01932 241000.
CRB	Cost Recovery and Budget
CRC	Classification Review Committee
CRCAC	Community Residential Care Association of California
Crisis Management	The processes by which an organization manages the wider impact of a disaster, such as adverse media coverage.
CRM	Customer Relationship Management
CRT	Cathode Ray Tube
CSAC	California Association of Counties
CSBG	County Services Block Grant
CSE	Child Support Enforcement
CSEA	California State Employees Association
CSF	Critical Success Factor - A measure of success or maturity of a project or process. It can be a state, a deliverable or a milestone. An example of a CSF would be 'the production of an overall technology strategy'.
CSGnet	California State Government Network
CSS	Customer Service System
CSSAB	Child Support Statewide Automation Bureau
CSU/DSU	(DSU/CSU) – Data Service Unit / Channel Service Unit – A coupled CSU and DSU. Equipment required to connect a common carrier (such as a public telephone system leased line) to a router. A DSU takes information from a LAN device and creates digital information suitable for public transmission facilities. A CSU is the device that actually generates the transmission signals on the local loop (telephone channel).
CTI	Category/Type/Item or Computer Telephony Integration
CTO	Compensating Time Off
CUIAB	California Unemployment Insurance Appeals Board
Customer	Recipient of the service; usually the customer management has responsibility for the cost of the service, either directly through charging or indirectly in terms of demonstrable business need.
CWD	County Welfare Department
CWDA	County Welfare Directors Association
CWEP	Community Work Experience Program
CWPDP	California Work Pays Demonstration Project
CWS	Child Welfare Services
CWS/CMS	Child Welfare Services/Case Management System

D
DAF	Detailed Accounts File
DAL	Data Abstraction Layer
DAP	Data Access Programs
DAS	Document Approval Slip
DASD	Direct Access Storage Device
Data Transfer Time	The length of time taken for a block or sector of data to be read from or written to an I/O device, such as a disk or tape.
DB2	Data Base Product
DBMS	Database Management System
DCAP	Data Center Access Point – A telco quality facility providing the OTech network with an access point within a LATA.
DCF	Document Composition Facility
DCHP	(Dynamic Host Configuration Protocol) – The TCP/IP protocol for allocating IP addresses dynamically when they are needed.
DCP	Data Control Program
DCR	Directors Conference Room
DCSD	Department of Community Services and Development
DDE	Dynamic Data Exchange
DDL	Data Definition Language
DDS	Department of Developmental Services
DEA	Disability Evaluation Analyst
DEC	Digital Equipment Corporation
DECLGEN	Declarative Generation
DED	Disability Evaluation Division
DEFRA	Deficit Reduction Act
Delta Release	A Delta, or partial, Release is one that includes only those CIs within the Release unit that have actually changed or are new since the last full or Delta Release. For example, if the Release unit is the program, a Delta Release contains only those modules that have changed, or are new, since the last Full Release of the program or the last Delta Release of the modules. See also 'Full Release'.
DEPCON	Distributed Enterprise Print Control
Dependency	The reliance, either direct or indirect, of one process or activity upon another.
Depreciation	The loss in value of an asset due to its use and/or the passage of time. The annual depreciation charge in accounts represents the amount of capital assets used up in the accounting period. It is charged in the cost accounts to ensure that the cost of capital equipment is reflected in the unit costs of the services provided using the equipment. There are various methods of calculating depreciation for the period, but the Treasury usually recommends the use of current cost asset valuation as the basis for the depreciation charge.
DESA	Disability Evaluation Services Administrator
DET	Disability Evaluation Technician/Trainee
DFAP	Disabled Family Assistance Program
DFDSS	Data Facility Data Set Services
DFEH	Department of Fair Employment and Housing
DFHSM	Data Facility Hierarchical Storage Manager
DFSMS	Data Facility System Managed Storage
DGS	Department of General Services
DGS-ONS	Department of General Services - Office of Network Services
DHCP	Dynamic Host Configuration Protocol
DHHS	(U.S.) Department of Health and Human Services
DHS	Definitive Hardware Store or Department of Health Services
DHS MEB	Department of Health Services MediCal Eligibility Branch
DI	Disability Insurance
DIB	Disability Insurance Benefits
DID	Data Item Description
DIEC	Disability Insurance Elective Coverage
Differential Charging	Charging business customers different rates for the same work, typically to dampen demand or to generate revenue for spare capacity. This can also be used to encourage off-peak or night-time running.
Direct Cost	A cost that is incurred for, and can be traced in full to a product, service, cost center or department. This is an allocated cost. Direct costs are direct materials, direct wages and direct expenses. See also 'indirect cost'.
Disaster Recovery Planning	A series of processes that focus only upon the recovery processes, principally in response to physical disasters, that are contained within BCM.
DISC	Delivery Information Systems to Customers
Discounted Cashflow	An evaluation of the future net cashflows generated by a capital project by discounting them to their present-day value. The two methods most commonly used are: " Yield method, for which the calculation determines the internal rate of return (IRR) in the form of a percentage " Net present value (NPV) method, in which the discount rate is chosen and the answer is a sum of money.
Discounting	The offering to business customers of reduced rates for the use of off-peak resources. See also 'surcharging'.
Disk Cache Controller	Memory that is used to store blocks of data that have been read from the disk devices connected to them. If a subsequent I/O requires a record that is still resident in the cache memory, it will be picked up from there, thus saving another physical I/O.
DJDE	Dynamic Job Description Entry
DLCI	Data Link Connector Identifier – A virtual circuit identifier unique to its local frame relay link, sometimes used interchangeably with the term ‘PVC’.
DLL	Dynamic Link Library
DLSw	Data Link Switching - DLSw provides a means of transporting SNA and NetBIOS traffic over an IP network.
DMH	Department of Mental Health
DML	Data Manipulation Language
DMS	Data Management System
DMV	Department of Motor Vehicles
DMZ	Demilitarized Zone – A small network inserted as a "neutral zone" between OTech's Intranet and the outside public network.
DNS	Domain Name System – The name / address resolution service used by the Internet.
DNS Registration	The DNS registration of a Webster name puts the Website's address in a directory that allows users to find the website on the Internet based upon its website address.
DO	District Office
DOE	Department of Education
DOF	Department of Finance
DOL	(U.S.) Department of Labor
Domain	The domain name is the text name used to locate a website on the Internet.
DOR	Department of Rehabilitation
DOSL	Disaster Off-Site Library
DOU	Document Of Understanding – A formal agreement between several business entities.
Downtime	Total period that a service or component is not operational, within agreed service times.
DPA	Department of Personnel Administration
DPD	Data Packed Descriptors
DPI	Dots per inch
DPM	Data Processing Manager
DR	Disaster Recovery
DRMS	Document Retrieval and Management System
DRP	Disaster Recovery Plan(ning)
DS1	(DS-1) – Digital Signal / Data Service, Level 1 – Used interchangeably in North America with the term ‘T1’ although ‘DS1’ refers to the digital signal and ‘T1’ refers to the physical transmission media (optical or metallic cable). Data rate is 1.544 Mbps.
DS3	(DS-3) – Digital Signal / Data Service, Level 3 – Used interchangeably in North America with the term ‘T3’ although ‘DS3’ refers to the digital signal and ‘T3’ refers to the physical transmission media (optical or metallic cable). Data rate is 45 Mbps.
DSD	Detailed System Design
DSL	Definitive Software Library - The library in which the definitive authorized versions of all software CIs are stored and protected. It is a physical library or storage repository where master copies of software versions are placed. This one logical storage area may, in reality, consist of one or more physical software libraries or filestores. They should be separate from development and test filestore areas. The DSL may also include a physical store to hold master copies of bought-in software, e.g., fireproof safe. Only authorized software should be accepted into the DSL, strictly controlled by Change and Release Management. The DSL exists not directly because of the needs of the Configuration Management process, but as a common base for the Release Management and Configuration Management processes. OR Digital Subscriber Line – A dedicated high speed digital circuit between a residence or business site and a telephone company's central office.
DSMan	Document Server Manager
DSS	Department of Social Services
DSU	Data Service Unit – A device needed to connect customer premise equipment to digital transmission facilities. A DSU takes information from a LAN device and creates digital information suitable for public transmission facilities. It is normally used in conjunction with a CSU.
Duplex	(Full and Half) Full duplex line/channel allows simultaneous transmission in both directions. Half duplex line/channel is capable of transmitting in both directions, but only in one direction at a time.
DWB	Disabled Widow/Widower Benefits

E
EA	Emergency Assistance
EAP	Emergency Assistance Program or Employee Assistance Program
EAPD	Emergency Request Advanced Planning Document
EAR	Employee Action Request
EAS	Eligibility and Assistance Standards
EBR	Enrolled Bill Report
EBT	Electronic Benefit Transfer
Echoing	A reflection of the transmitted signal from the receiving end; a visual method of error detection in which the signal from the originating device is looped back to that device so that it can be displayed.
ECIP	Energy Crisis Intervention Program
ED/BC	Eligibility Determination/Benefit Calculation
EDA	Employee Development Appraisal
EDD	Employment Development Department
EDI	Electronic Data Interchange
EDM	EMC's Data Manager - used for data backup.
EDP	Electronic Data Processing
EDS	Electronic Data Services
EEO	Equal Employment Opportunity
EEOAC	Equal Employment Opportunity Advisory Committee
EEOC	Equal Employment Opportunity Commission
EF	Enhanced Funding
EFFP	Enhanced Federal Funding Participation
EFQM	European Foundation for Quality Management
EFT	Electronic Fund Transfer
EIC	Earned Income Credit
EITC	Earned Income Tax Credit
Elements of Cost	The constituent parts of costs according to the factors upon which expenditure is incurred viz., materials, labor and expenses.
EMSA	Emergency Medical Services Authority
End User	See 'User'
Environment	A collection of hardware, software, network communications and procedures that work together to provide a discrete type of computer service. There may be one or more environments on a physical platform, e.g., test, production. An environment has unique features and characteristics that dictate how they are administered in similar, yet diverse manners.
EOG	Educational Opportunity Grant
EP	Elementary Process
ER	Emergency Response
ERRMan	Error String Manager
ERS	Expenditure Report System
ES	Eligibility Supervisor or Expedited Services
ESL	English as a Second Language
ESP	Execution Scheduling Processor
ESS	Electronic Spreadsheet
ETR	Estimated Time for Restoral
ETS	Education and Training Services
EW	Eligibility Worker
EXCOM	Executive Communications System (aka PROFS)
EXIN	Examen Institute
Expert User	See 'Super User'
External Target	One of the measures against which a delivered IT service is compared, expressed in terms of the customer's business.

F
FACES	Fully Automated Child Support Enforcement System
FAIR	Food Stamp Automated Issuance & Reporting System
FAMIS	Family Assistance Management Information System
FC	Foster Care
FCIS	Foster Care Information System
FCR	Federal Case Registry
FCS	Food and Consumer Service
FCSD	Family and Childrens Services Division
FDC	Family Day Care
FDCH	Family Day Care Home
FDDI	Fiber Distributed Data Interface – FDDI provides 100 Mbps over optical fiber, and is often used as a LAN backbone.
FDR	Fast DASD Restore
FECN	Forward Explicit Congestion Notification – Used for network congestion management. A FECN is a frame relay control bit used to indicate that the frame has encountered a congested path on its way across the network.
FEIN	Federal Employer Identification Number
FEMA	Federal Emergency Management Agency
FEP	Front End Processor – A device used in IBM mainframe networks that provides connectivity between networking devices and a mainframe. A FEP is also referred to as a communications controller.
FFA	Foster Family Agency
FFH	Foster Family Home
FFP	Federal Financial Participation
FFY	Federal Fiscal Year
FH	Fair Hearing
FICA	Federal Insurance Contribution Act
FIPS	Federal Information Processing Standard
First-Line Support	Service Desk call logging and resolution (on agreed areas, for example, MS Word).
First Level Help	First Level Help is the initial contact point that end users call when they need assistance with a software application, computer hardware or other problem. In relation to OTech service standards, the First Level Help is usually the OTech's customer's own help desk, the Network Operations Center (NOC).
First Time Fix Rate	Commonly used metric, used to define incidents resolved at the first point of contact between a customer and the Service Provider, without delay or referral, generally by a front line support group such as a help desk or Service Desk. First time fixes are a sub-set of remote fixes.
FIT	Federal Income Tax Withholding
FM	Family Maintenance
FMIS	Financial Management Information System
FMLA	Family Medical Leave Act
FO	Field Office
Formdefs	Form Definitions
FPMIS	Federal Fiscal and Personnel Management Information System
FR	Family Reunification
FRAD	Frame Relay Access Device – A device, typically a router, that connects a business to a frame relay network. FRADs convert a data stream into frames for transmission over a Frame Relay network and recreates a data stream from incoming frames.
Frame Relay	A shared, packet-oriented network provided by telephone carriers.
FRED	Fraud Early Protection Program
FRP	Funding Request Proposal
FS	Food Stamp
FSA88	Family Support Act of 1988
FSC	Forward Schedule of Change - Contains details of all the changes approved for implementation and their proposed implementation dates. It should be agreed with the customers and the business, Service Level Management, the Service Desk and Availability Management. Once agreed, the Service Desk should communicate to the user community at large any planned additional downtime arising from implementing the changes, using the most effective methods available.
FSD	Family Support Director OR Family Support Division OR Full Scale Development
FSET	Food Stamp Employment and Training
FSLA	Fair Labor Standards Act
FSOLIS	Food Stamp Online Issuance System
FSP	Food Stamp Program
FSR	Feasability Study Report
FTA	Fault Tree Analysis
FTAP	Family Transition Assistance Program
FTB	Franchise Tax Board
FTE	Full Time Equivalent
FTP	File Transfer Protocol – A TCP/IP Application Layer protocol used to transfer files between two computers.
Full Cost	The total cost of all the resources used in supplying a service, i.e., the sum of the direct costs of producing the output, a proportional share of overhead costs and any selling and distribution expenses. Both cash costs and notional (non-cash) costs should be included, including the cost of capital. See also 'Total Cost of Ownership'.
Full Release	All components of the Release unit are built, tested, distributed and implemented together. See also 'Delta Release'.
FY	Fiscal Year - An accounting period covering 12 consecutive months. In the public sector, this financial year generally coincides with the fiscal year, which runs from July 1 through June 30.

G
GA	General Assistance
GAIN	Greater Avenues for Independence
GAO	General Accounting Office
GAR	Governor's Action Requested
Gateway	Equipment which is used to interface networks so that a terminal on one network can communicate with services or a terminal on another.
GB	(Gbps) - Gigabits (or billions of bits) per second.
GC	Government Code
GCCA	Greater California Carehome Association
GDDM	Graphical Data Display Manager
GDG	Generation Data Group
GED	General Equivalency Diploma
GEN	System Generation instructions to follow in order to put in network definitions for printer terminals connected to the network in order for them to work.
GLSIP	Group Legal Services Insurance Plan
GOAR	Governor's Office Action Requested
GR	General Relief
Gradual Recovery	Previously called 'cold stand-by', this is applicable to organizations that do not need immediate restoration of business processes and can function for a period of up to 72 hours, or longer, without a re-establishment of full IT facilities. This may include the provision of empty accommodation fully equipped with power, environmental controls and local network cabling infrastructure, telecommunications connections, and available in a disaster situation for an organization to install its own computer equipment.
GSD	General System Design
GTC	Government Technology Conference
GUI	Graphical User Interface

H
Hard Charging	Descriptive of a situation where, within an organization, actual funds are transferred from the customer to the IT organization in payment for the delivery of IT services.
Hard Fault	The situation in a virtual memory system when the required page of code or data that a program was using has been redeployed by the operating system for some other purpose. This means that another piece of memory must be found to accommodate the code or data, and will involve physical reading/writing of pages to the page file.
HCFA	Health Care Financing Administration
HD	Help Desk
HEAP	Home Energy Assistance Program
HEP	Health Enhancement Program
HLM	High Level Milestone
Host	A host computer comprises the central hardware and software resources of a computer complex, e.g., CPU, memory, channels, disk and magnetic tape I/O subsystems plus operating and applications software. The term is used to denote all non-network items.
Hot Stand-By	See 'Immediate Recovery.'
HQ	Headquarters
HR	Human Resources
HRIS	Human Resource Information System
HSFO	Human Services Finance Officers
HUD	Department of Housing and Urban Development
HW/SW	Hardware/Software
HWA	Health and Welfare Agency (name change effective 1/1/99)
HWDC	Health and Welfare Data Center

I
I/O	Input/Output
IA	Impact Assessment / Analysis - The identification of critical business processes, and the potential damage or loss that may be caused to the organization resulting from a disruption to those processes. Business impact analysis identifies: " The form the loss or damage will take " How that degree of damage or loss is likely to escalate with time following an incident " The minimum staffing, facilities and services needed to enable business processes to continue to operate at a minimum acceptable level " The time within which they should be recovered The time within which full recovery of the business processes is to be achieved is also identified.
IAA	Interagency Agreement
IAPD	Implementation Advance Planning Document
IAPDU	Implementation Advance Planning Document - Update
IBM	Internation Business Machines Corporation
IBPS	Integrated Benefits Payment System
ICAM	Integrated Computer-Aided Manufacturing
ICPC	Interstate Contact on the Placement of Children
ICT	Information and Communications Technology - Telecommunications and Data Networking Technologies into a single technology.
ICWG	Interface Control Working Group
ID	Identification
IDEF	ICAM Definition
IDM	Invoke Data Map
IDMS	Integrated Database Management System
IDP	Individual Development Plan
IDS	Intrusion Detection System – Hardware and/or software that monitors machines or networks for anomalies, attempted breaches, compromises and general misuse.
IE	Information Engineering
IEEE	Institute of Electrical and Electronic Engineers
IEF	Information Engineering Facility
IEVS	Income Eligibility Verification System
IEVS/PVS	Income Eligibility Verification System/Payment Verification System
IFB	Invitation for Bid
IHSS	In-Home Supportive Services
IML	Initial Microcode Load, all LPARS on box being IML'd are down during IML
IMM	Invoke Medium Map
Immediate Recovery	Previously called 'hot stand-by', provides for the immediate restoration of services following any irrecoverable incident. It is important to distinguish between the previous definition of 'hot stand-by' and 'immediate recovery'. Hot stand-by typically referred to availability of services within a short time-scale such as 2 or 4 hours whereas immediate recovery implies the instant availability of services.
Impact	Measure of the business criticality of an incident. Often equal to the extent to which an incident leads to distortion of agreed or expected Service Levels.
Impact Code	Simple code assigned to incidents and problems, reflecting the degree of impact upon the customer's business processes. It is the major means of assigning priority for dealing with incidents.
Impact Scenario	Description of the type of impact on the business that could follow a business disruption. Usually related to a business process and will always refer to a period of time, e.g., customer services will be unable to operate for two days.
IMS	Interagency Mail Station
Incident	Any event which is not part of the standard operation of a service and which causes, or may cause, an interruption to, or a reduction in, the quality of that service.
Incident Control	The process of identifying, recording, classifying and progressing incidents until affected services return to normal operation.
Indirect Cost	A cost incurred in the course of making a product providing a service or running a cost centre or department, but which cannot be traced directly and in full to the product, service or department, because it has been incurred for a number of cost centers or cost units. These costs are apportioned to cost centers/cost units. Indirect costs are also referred to as overheads. See also 'direct cost'.
Informed Customer	An individual, team or group with functional responsibility within an organization for ensuring that spend on IS/IT is directed to best effect, i.e., that the business is receiving value for money and continues to achieve the most beneficial outcome. In order to fulfill its role the 'Informed' customer function must gain clarity of vision in relation to the business plans and ensure that suitable strategies are devised and maintained for achieving business goals. The 'informed' customer function ensures that the needs of the business are effectively translated into a business requirements specification, that IT investment is both efficiently and economically directed, and that progress towards effective business solutions is monitored. The 'informed' customer should play an active role in the procurement process, e.g., in relation to business case development, and also in ensuring that the services and solutions obtained are used effectively within the organization to achieve maximum business benefits. The term is often used in relation to the outsourcing of IT/IS. Sometimes also called 'intelligent customer'.
INS	Immigration and Naturalization Service
Interface	Physical or functional interaction at the boundary between Configuration Items.
Intermediate Recovery	Previously called 'warm stand-by', typically involves the re-establishment of the critical systems and services within a 24 to 72 hour period, and is used by organizations that need to recover IT facilities within a predetermined time to prevent impacts to the business process.
Internal Target	One of the measures against which supporting processes for the IT service are compared. Usually expressed in technical terms relating directly to the underpinning service being measured.
Invocation (of Business Recovery Plans)	Putting business recovery plans into operation after a business disruption.
Invocation (of Stand-By Arrangements)	Putting stand-by arrangements into operation as part of business recovery activities.
Invocation and Recovery Phase	The second phase of a business recovery plan.
IOS	Internetworking Operating System – Cisco IOS Software is the network infrastructure software that controls Cisco network devices.
IP	Internet Protocol – A protocol by which data is sent from one computer to another on the Internet. One of the two main parts of the TCP/IP protocol suite. (The term ‘IP’ is sometimes mistakenly used in place of ‘TCP/IP’.)
IP Address	A numeric identifier for a computer on a TCP/IP network.
IPA	Information Practices Act
IPD	Implementation Planning Document
IPDS	Intelligent Printer Data Stream
IPL	Initial Program Load, LPAR is down during IPL
IPO	Include Page Overlay
IPS	Intrusion Prevention System – Hardware and/or software that has the ability to detect attacks on machines and networks and prevent the attack from being successful.
IPX	Internetwork Packet eXchange – A protocol used by Novell NetWare clients and servers.
IR	Incident Record
IRCA	Immigration Reform Control Act
IRR	Internal Rate of Return
IRS	Internal Revenue Service
IS	Information System(s) - The means of delivering information from one person to another; ICT is the technical apparatus for doing so. OR Information Service(s)
ISAWS	Interim Statewide Automated Welfare System
ISDN	Integrated Services Digital Network – A set of international standards for access to all-digital public telecommunications networks.
ISEB	Information Systems Examination Board
ISIS	Integrated Statewide Information System
ISO	Information Standards Organization
ISO 9001	The internationally accepted set of standards concerning Quality Management Systems.
ISPF	Interactive System Productive Facility
ISSC	Integrated Systems Soluctions Corporation (subsidiary of IBM)
IST	Information System Technician
IT	Information Technology
IT Accounting	The set of processes that enable the IT organization to account fully for the way money is spent (particularly the ability to identify costs by customer, by service and by activity).
IT Directorate	The part of an organization charged with developing and delivering the IT services.
IT Infrastructure	The sum of an organization's IT related hardware, software, data telecommunication facilities, procedures and documentation.
IT Service	A described set of facilities, IT and non-IT, supported by the IT Service Provider that fulfills one or more needs of the customer and that is perceived by the customer as a coherent whole.
IT Service Provider	The role of IT Service Provider is performed by any organizational units, whether internal or external, that deliver and support IT services to a customer.
ITAMM	IT Availability Metrics Model
ITC	Information Technology Committee
ITIL	Information Technology Infrastructure Library - a set of guides on the management and provision of operational IT services.
ITP	Invitation to Partner
ITSM	Invitation Technology Service Management
itSMF	IT Service Management Forum
IUOE	International Union of Operating Engineers
IV-A	Welfare Portion of the Social Security Act
IV-D	Child Support Portion of the Social Security Act
IVR	Interactive Voice Response
IVV	Independent Verification and Validation (IV&V)

J
JAD	Joint Application Design
JCL	Job Control Language
JD	Job Description
JDE	Job Description Entry
JDL	Job Description Language
JES2	Job Entry Subsystem 2
JJIS	Juvenile Justice Information System
JOB	Job Opportunity Bulletin
JOBS	Job Opportunities and Basic Skills
JTPA	Job Training Partnership Act

K
KB	(Kbps) - Kilobits (or thousands of bits) per second.
KBS	Knowledge-Based Skills
KE	Known Error - An incident or problem for which the root cause is known and for which a temporary Work-around or a permanent alternative has been identified. If a business case exists, an RFC will be raised, but, in any event, it remains a known error unless it is permanently fixed by a change.
KEDB	Known Error Data Base
KEL	Known Error Log
KER	Known Error Record or Report
Key Business Drivers	The attributes of a business function that drive the behavior and implementation of that business function in order to achieve the strategic business goals of the company.
Key Success Indicator	A measurement of success or maturity of a project or process. See also 'Critical Success Factor'.
KIDZ	Program with Kern County (acronym doesn't stand for anything)
Knowledge Management	Discipline within an organization that ensures that the intellectual capabilities of an organization are shared, maintained and institutionalized.
KPI	Key Performance Indicator - A measurable quantity against which specific Performance Criteria can be set when drawing up the SLA.
KSAB	Knowledge, Skill, Ability and Behaviors
KSF	Key Success Factor(s)

L
LA CIS	Los Angeles Client Information System
LAN	(Local Area Network) – A LAN is a group of computers and associated devices that share common communications line(s) and typically share the resources of one or more servers within a small geographic area (for example, within an office building). Usually, the server(s) contain(s) applications and data storage that are shared in common by multiple computer users.
LAO	Legislative Analyst's Office
LATA	Local Access Transport Area – Geographic calling areas that divide states into regional toll calling areas.
Latency	The elapsed time from the moment when a seek was completed on a disk device to the point when the required data is positioned under the read/write heads. It is normally defined by manufacturers as being half the disk rotation time.
LCA	Legal and Control Agency
LEAA	Law Enforcement Administration Assistance
LEADER	Los Angeles Eligibility, Automated Determination, Evaluation and Reporting System
LEAP	Limited Examination Appointment Program
Lifecycle	A series of states, connected by allowable transitions. The lifecycle represents an approval process for Configuration Items, problem reports and change documents.
LIS	Licensing Information System
LMIMS	Lockheed Martin Information Management Systems
LOA	Leave of Absence
Logical I/O	A read or write request by a program. That request may, or may not, necessitate a physical I/O. For example, on a read request the required record may already be in a memory buffer and therefore a physical I/O is not necessary.
LPI	Lines per inch
LTC	Long-term Care

M
M&O	Maintenance and Operations
M/W/DVBE	Minority/Women/Disabled Veteran Business Enterprise
MAA	Mutal Assistance Association
MAB	Merit Award Board
MAGIC	Merced Automated Global Information Control
MAN	Metropolitan Area Network – A data network designed to connect locations within a town or city. In terms of geographic breadth, MANs are larger than LANs, but smaller than WANs. MANs are usually characterized by very high-speed connections using fiber optical cable or other digital media.
MAP	Maximum Aid Payment
Marginal Cost	The cost of providing the service now, based upon the investment already made.
MAS	Maximum Aid Standard
MAT	Minimum Aid Table
Maturity Level/Milestone	The degree to which BCM activities and processes have become standard business practice within an organization.
MB	(Mbps) - Megabits (or millions of bits) per second.
MBC	Management by Commitment or Management by Objection
MBS	Maximum Basic Standard
MBSAC	Minimum Basic Standard of Adequate Care
MC	Management Class
MCCA	Medi-Cal Catastrophic Care Act
MCR	Maintenance Change Request
MDTA	Manpower Development and Training Act
ME	Management Evaluation
MEDS	Medi-Cal Eligibility Data System
MEDS/CDB	Medi-Cal Eligibility Data System/Central Data Base
MER/MEOR	Medical Evidence of Record
Metric	Measurable element of a service process or function.
MI	Management Information
MICS	MVS Integrated Control System
MIPS	Millions of Instructions per Second
MIS	Management Information System
MM	Management Memorandum
MMS	Medi-Cal Management System
MOU	Memorandum of Understanding
MPB	Maximum Participation Base
MPSAWS	Multiple Platform Statewide Automated Welfare System
MQ	Minimum Qualifications
MQS	Minimum Qualifications
MRA	Master Rental Agreements
MRMIB	Managed Risk Medical Insurance Board
MSA	Merit Salary Adjustment or Master Services Agreement
MSDS	Material Safety Data Sheets
MST	Management Services Technician
MTBF	Mean Time Between Failure
MTBSI	Mean Time Between System/Service Incidents
MTTF	Mean Time to Fix
MTTR	Mean Time to Repair
MVS	Multiple Virtual Storage
MVS/XA	Multiple Virtual System/Extended Architecture

N
N/A	Non Applicable
NADE	National Association of Disability Examiners
NAFS	Non-Assistance Food Stamps
NAPAS	Napa Automated Public Assistance System
NARA	Notice of Anticipated Regulatory Action
NASIRE	National Association of State Information Resources Executives
NAT	Network Address Translation – A service that translates an internal private address to a public address to enable connectivity outside of the OTech network.
NCAC	Northern California Appeals Committee
NCDDD	National Council of Disability Determination Directors
NCP	Network Control Program
NCSL	National Council of State Legislators
NCYL	National Center for Youth Law
NDI	Non-Industrial Disability Insurance
NetBIOS	Network Basic Input/Output System – A program that was written specifically to allow the sharing of information between Windows computer systems.
NIC	Network Interface Card – An expansion board that allows a computer to be connected to a network.
NICS	Network Integration and Connectivity Services – The section of the OTech Telecommunications Division that coordinates network changes, tracks telecommunications equipment and maintains an up-to-date level of customer site telecommunications hardware.
NJE	Network Job Entry
NOA	Notice of Action
NOAA	Notice of Adverse Action
NOC	Network Operations Center (OTech Help Desk) – The section of the OTech Telecommunications Division that provides a central point of contact for network and system problems and monitors the network, server and mainframe environments.
NOPA	Notice of Personnel Action
NPV	Net Present Value
NR	Non-Routine
NSS	Network Software Support – The section of the OTech Telecommunications Division responsible for designing, configuring and troubleshooting the OTech WAN and LAN.

O
OA	Office Assistant or Office Automation
OAH	Office of Administrative Hearings
OAL	Office of Administrative Law
OAS	Old Age Security
OASDI	Old Age, Survivors, and Disability Insurance
OASDIB	Old Age, Survivors, and Disability Insurance Benefits
OBRA	Omnibus Budget Reconciliation Act
OC-1	Optical Carrier, Level 1 – A high speed digital data connection over fiber optic lines with a rate of 51.840 Mbps.
OC-96	Optical Carrier, level 96 – A high speed digital data connection over fiber optic lines with a rate of 4.976 Gbps.
OCAP	Office of Child Abuse Prevention
OCJP	Office of Criminal Justice Planning
OCR	Optical Character Recognition
OCS	Office of Child Support
ODA	Office of Deaf Access
ODBC	Open Database Connectivity
ODH	Office of Disability Hearings
ODT	Organizational Design Team
OE&E	Operating Expenses & Equipment
OGC	Office of Government Commerce
OGL	Overlay Generation Language
OHA	Office of Hearings and Appeals
OHDS	Office of Human Development Services
OIG	Office of Inspector General
OIS	Office of Information Systems
OJT	On-the-Job Training
OLA	Operational Level Agreement - An internal agreement covering the delivery of services which support the IT organization in their delivery of services.
OLE	Object Linking and Embedding
OMB	Office of Management and Budget
OP	Outright Purchase
Operating Costs	Those costs resulting from the day-to-day running of the IT services section, e.g., staff costs, hardware maintenance and electricity, and relating to repeating payments whose effects can be measured within a short time-frame, usually less than the 12-month financial year.
Operations	All activities and measures to enable and/or maintain the intended use of the ICT infrastructure.
OPF	Official Personnel File
Opportunity Cost(or True Cost)	The value of a benefit sacrificed in favor of an alternative course of action. That is the cost of using resources in a particular operation expressed in terms of forgoing the benefit that could be derived from the best alternative use of those resources.
OPR	Office of Planning and Research
ORP	Operational Recovery Plan
OSA&E	Office of State Audits and Evaluation
OSB	Office of Services to the Blind
OSHPD	Office of Statewide Health Planning and Development
OSMB	Office of Small and Minority Business
OST	Office of Systems and Technology
OT	Office Technician or Overtime
OTech	Office of Technology Services (formerly DTS – Department of Technology Services)
Outsourcing	The process by which functions performed by the organization are contracted out for operation, on the organization's behalf, by third parties.
Overheads	The total of indirect materials, wages, and expenses.
Overlays	Electronic Forms

P
PA	Public Assistance
PAC	Policy Advisory Committee
PAD	Package Assembly/Disassembly Device A device that permits terminals, which do not have an interface suitable for direct connection to a packet switched network, to access such a network. A PAD converts data to/from packets and handles call set-up and addressing.
PAFS	Public Assistance Food Stamps
Page Fault	A program interruption that occurs when a page that is marked 'not in real memory' is referred to by an active page.
Page Segments	Sections of predefined data that can be merged with other data on a page.
Pagedefs	Page Definitions
Paging	The I/O necessary to read and write to and from the paging disks: real (not virtual) memory is needed to process data. With insufficient real memory, the operating system writes old pages to disk, and reads new pages from disk, so that the required data and instructions are in real memory.
PALS	Portable Analyst Laptop System
PAPD	Planning Advance Planning Document
PAPDU	Planning Advance Planning Document Update
PAW	Public Assistance Withholding
PBX	Private Branch Exchange
PC	Personal Computer
PCA	Program Cost Account
PCI	Peripheral Component Interface
PCL	Printer Control Language
PCMCIA	Personal Computer Memory Card International Association
PCR	Processing Credit Request
PD	Position Description Form
PD0005	Alternative title for the BSI publication 'A Code of Practice for IT Service Management'.
PDA	Personal Digital Assistance
PDL	Print Description Language
Pen.C.	Penal Code
PER	Project Evaluation Review
PERB	Public Employment Relations Board
Percentage Utilization	The amount of time that a hardware device is busy over a given period of time. For example, if the CPU is busy for 1800 seconds in a one-hour period, its utilization is said to be 50%.
Performance Criteria	The expected levels of achievement which are set within the SLA against specific Key Performance Indicators.
PERS	Public Employees' Retirement System
Phantom Line Error	A communications error reported by a computer system that is not detected by network monitoring equipment. It is often caused by changes to the circuits and network equipment (e.g., re-routing circuits at the physical level on a backbone network) while data communications is in progress.
Physical I/O	A read or write request from a program has necessitated a physical read or write operation on an I/O device.
PI	Permanent Intermittent
PIC	Personnel Information/Communications OR Private Industry Council OR Programmable Interrupt Controller
PID	Project Initiation Document
PIER	Post Implementation Evaluation Report
PIF	Program Information File
PIM	Personal Information Manager
PIN	Personal Identification Number or Purchasing Information Network
PIO	Public Information Officer
PIT	Personal Income Tax
PL	Public Law
PM	Preventative Maintenance OR Problem Management - Process that minimizes the effect on customer(s) of defects in services and within the infrastructure, human errors and external events.
PMF	Print Management Facility
PMIS	Personnel Management Information System
PMWG	Project Management Work Group
PnP	Plug and Play
PO	Purchase Order
POP	Point Of Presence – A physical transfer point between two networks. OTech POP sites are generally the location where the OTech network is connected to a county network.
POS	Point of Sale
POTS	Plain Old Telephone Service - Basic analog telephone service with no frills or special facilities.
PP	Permanent Placement
PPFA	Page Printer Formatting Aid
PPP	Point-to-Point Protocol
Prime Cost	The total cost of direct materials, direct labor and direct expenses. The term prime cost is commonly restricted to direct production costs only and so does not customarily include direct costs of marketing or research and development.
PRINCE2	Projects IN Controlled Environments - The standard UK government method for Project Management.
Priority	Sequence in which an incident or problem needs to be resolved, based on impact and urgency.
problem	Unknown underlying cause of one or more incidents.
Problem Board	A Remedy view that lists all problems and a brief description of the problem, who is responsible, the date of occurrence and the problem resolution date.
Process	A connected series of actions, activities, changes, etc., performed by agents with the intent of satisfying a purpose or achieving a goal.
Process Control	The process of planning and regulating, with the objective of performing the process in an effective and efficient way.
PROFS	Mainframe IBM Electronic Mail System
Program	A collection of activities and projects that collectively implement a new corporate requirement or function.
Provider	An organization concerned with the provision of IT Services.
PRW ORA	Personal Responsibility and Work Opportunity Reconciliation Act
PS	Personal Services
PSA	Projected Service Availability
PSAF	Print Services Access Facility
PSD	Proposed System Design
PSE	Public Service Employment
PSG	Priority Setting Group
PSR	Project Status Conference Room
PSS	Personnel Services Specialist
PT	Personnel Transactions
PTP	Point-to-Point - A dedicated data link that connects only two stations.
PVC	Permanent Virtual Circuit – A logical connection that uniquely defines the path between two endpoints in a frame relay network.
PVCS	Program Version Control System
PWG	Project Work Group
PY	Personnel Year Equivalent

Q
Q & A	Questions and Answers
QA	Quality Assurance
QAA	Quality Assurance Advisor
QAP	Qualification Appraisal Panel
QBE	Query by Example
QC	Quality Control
QC/TQM	Quality Control Total Quality Management
QCMIS	Quality Control Management Information System
QMB	Qualified Medicare Beneficiary
QMS	Quality Management System
Quality of Service	An agreed or contracted level of service between a service customer and a Service Provider.
QUEST	Quality, Understanding, Excellence, Service, Trust
Queuing Time	Queuing time is incurred when the device, which a program wishes to use, is already busy. The program therefore has to wait in a queue to obtain service from that device.

R
R&CR	Rates and Cost Recovery
R&T	Code Revenue and Taxation Code
RA	Reasonable Accommodation
RAC	Research Advisory Committee
RACF	Resource Access Control Facility
RAID	Redundant Array of Inexpensive Disks - a mechanism for providing data resilience for computer systems using mirrored arrays of magnetic disks. Different levels of RAID can be applied to provide for greater resilience.
RAM	Random Access Memory
RAP	Repatriate Assistance Program
Rapid Change	The Rapid Change system is a Web browser-based application installed on a secure server. The Rapid Change system may be used to request changes that don't normally require approvals such as updates to DNS, VPN , RLD, and firewall rule sets.
RC	Reporting Code
RCFE	Residential Care Facility for the Elderly
RDO	Regular Day Off
RDR	Rate Development Request
Reference Data	Information that supports the plans and action lists, such as names and addresses or inventories, which is indexed within the plan.
Region IX	Western Region: Federal Agencies (Offices in San Francisco)
Release	A collection of new and/or changed CIs which are tested and introduced into the live environment together.
Remedy	Application used by OTech to report and track trouble tickets.
Remote Fixes	Incidents or problems resolved without a member of the support staff visiting the physical location of the problems. Note: Fixing incidents or problems remotely minimizes the delay before the service is back to normal and is therefore usually cost-effective.
Resource Cost	The amount of machine resource that a given task consumes. This resource is usually expressed in seconds for the CPU or the number of I/Os for a disk or tape device.
Resource Profile	The total resource costs that are consumed by an individual on-line transaction, batch job or program. It is usually expressed in terms of CPU seconds, number of I/Os and memory usage.
Resource Unit Costs	Resource units may be calculated on a standard cost basis to identify the expected (standard) cost for using a particular resource. Because computer resources come in many shapes and forms, units have to be established by logical groupings. Examples are: " CPU time or instructions " Disk I/Os " Print lines " Communication transactions.
Resources	The IT services section needs to provide the customers with the required services. The resources are typically computer and related equipment, software, facilities or organizational (people).
Return to Normal Phase	The phase within a business recovery plan which re-establishes normal operations.
RFA	Request for Adjustment
RFB	Request for Bids
RFC	Request for Change - Form, or screen, used to record details of a request for a change to any CI within an infrastructure or to procedures and items associated with the infrastructure. OR Residual Functional Capacity
RFI	Request for Information
RFO	Reason for Outage
RFP	Request for Proposal – A document providing the detailed description of services being bid on.
RFQ	Request for Quotations
RI	Referential Integrity
RID	Physical Location in the Mapper Database
RIRO	Roll In, Roll Out - Used on some systems to describe swapping.
RISC	Reduced Instruction-Set Computing
Risk	A measure of the exposure to which an organization may be subjected. This is a combination of the likelihood of a business disruption occurring and the possible loss that may result from such business disruption.
Risk Analysis	The identification and assessment of the level (measure) of the risks calculated from the assessed values of assets and the assessed levels of threats to, and vulnerabilities of, those assets.
Risk Management	The identification, selection and adoption of countermeasures justified by the identified risks to assets in terms of their potential impact upon services if failure occurs, and the reduction of those risks to an acceptable level.
Risk Reduction Measure	Measures taken to reduce the likelihood or consequences of a business disruption occurring (as opposed to planning to recover after a disruption).
RLD	Remote LAN Dial – The OTech RLD offering is a direct dial-up connection that allows access to the OTech internal network.
RMF	Resource Measurement Facility
ROI	Return on Investment - The ratio of the cost of implementing a project, product or service and the savings as a result of completing the activity in terms of either internal savings, increased external revenue or a combination of the two. For instance, in simplistic terms if the internal cost of ICT cabling of office moves is $100,000 per annum and a structured cabling system can be installed for $300,000, then an ROI will be achieved after approximately three years.
Role	A set of responsibilities, activities, and authorizations
ROM	Read-only Memory
Rotational Position Sensing	A facility which is employed on most mainframes and some minicomputers. When a seek has been initiated the system can free the path from a disk drive to a controller for use by another disk drive, while it is waiting for the required data to come under the read/write heads (latency). This facility usually improves the overall performance of the I/O subsystem.
Router	A network device used in OTech's network to interconnect remote and central network components.
RPA	Request for Personnel Action
RSDHI	Retirement Survivors, Disability Health Insurance
RTDS	Remote Telephone Dictation Service
RTFM	Read the Flaming Manual!!!
RTS	Request Tracking System
RU	Reporting Unit
RUNS	Executables

S
SA	Student Assistant
SAA	System Application Architecture
SAC/D	Software Acceptance Certificate/Document
SACSS	Statewide Automated Child Support System
SACWIS	Statewide Automated Child Welfare Information Systems Statewide Automated Child Welfare Information Systems
SAM	State Administrative Manual
SAOM	Strategic Alignment Objectives Model - Relation diagram depicting the relation between a business function and its business drivers and the technology with the technology characteristics. The SAOM is a high-level tool that can help IT services organizations to align their SLAs, OLAs and acceptance criteria for new technology with the business value they deliver.
SAOR	State Agency Operations Review
SAR	Secretary's Action Request
SAS	Statistical Analysis Software
SAVE	Systematic Alien Verification for Entitlements
SAWS	Statewide Automated Welfare System
SB	Senate Bill
SB CWS	San Bernardino Child Welfare Services
SBCS	Server Based Computing
SCAC	Southern California Appeals Committee
SCI	Software Configuration Item - As 'Configuration item', excluding hardware and services. OR Statewide Client Index
SCIF	State Compensation Insurance Fund
SCLM	Software Configuration Library Manager
SCM	Service Capacity/Supply Chain Management
SCO	State Controller's Office
SCR	Senate Consurrent Resolution
SCS	SNA Character String
SCSA	State and Consumer Services Agency
SCSI	Small Computer System Interface
SCTF	State Children's Trust Fund
SD	Service Desk
SDHS	State Department of Health Services
SDHS-DSB	State Department of Health Services - Data Systems Branch
SDI	State Disability Insurance
SDLC	System Development Life Cycle
SDU	State Disbursement Unit
Second-Line Support	Where the fault cannot be resolved by first-line support or requires time to be resolved or local attendance.
Second Level Help	Second Level Help is the contact point that an OTech customer's Help Desk (First Level Help) calls when they need assistance with a problem that they have determined is the responsibility of OTech. At the OTech, the Second Level Help is usually the OTech Network Software Support Section.
Security Management	The process of managing a defined level of security on information and services.
Security Manager	The Security Manager is the role that is responsible for the Security Management process in the Service Provider organization. The person is responsible for fulfilling the security demands as specified in the SLA, either directly or through delegation by the Service Level Manager. The Security Officer and the Security Manager work closely together.
Security Officer	The Security Officer is responsible for assessing the business risks and setting the security policy. As such, this role is the counterpart of the Security Manager and resides in the customer's business organization. The Security Officer and the Security Manager work closely together.
Seek Time	Occurs when the disk read/write heads are not positioned on the required track. It describes the elapsed time taken to move heads to the right track.
Segregation of Duties	Separation of the management or execution of certain duties or of areas of responsibility is required in order to prevent and reduce opportunities for unauthorized modification or misuse of data or service.
SEIF	Support Enforcement Incentive Fund
SEIU	Service Employees International Union, AFL-CIO
Self-Insurance	A decision to bear the losses that could result from a disruption to the business as opposed to taking insurance cover on the Risk.
Service	One or more IT systems which enable a business process.
Service Achievement	The actual Service Levels delivered by the IT organization to a customer within a defined life span.
Service Catalog	Written statement of IT services, default levels and options.
Service Dependency Modeling	Technique used to gain insight in the interdependency between an IT service and the Configuration Items that make up that service.
Service Desk	The single point of contact within the IT organization for users of IT services.
Service Level	The expression of an aspect of a service in definitive and quantifiable terms.
Service Management	Management of Services to meet the customer's requirements.
Service Provider	Third-party organization supplying services or products to customers.
Service Quality Plan	The written plan and specification of internal targets designed to guarantee the agreed Service Levels.
Services	The deliverables of the IT services organization as perceived by the customers; the services do not consist merely of making computer resources available for customers to use.
Severity Code	Simple code assigned to problems and known errors, indicating the seriousness of their effect on the Quality of Service. It is the major means of assigning priority for resolution.
SFH	Small Family Home
SFIS	Statewide Fingerprint Imaging System
SFY	State Fiscal Year
SGML	Standard Generalized Markup Language
SID	Systems Integration Division
SIMM	Single In-Line Memory Module
Simulation Modeling	Using a program to simulate computer processing by describing in detail the path of a job or transaction. It can give extremely accurate results. Unfortunately, it demands a great deal of time and effort from the modeler. It is most beneficial in extremely large or time-critical systems where the margin for error is very small.
SIP	Service Improvement Plan or Program
SIS	SAWS Information System
SISA	Staff Information Systems Analyst
SIT	State Personal Income Tax Withholding
SJR	Senate Joint Resolution
SLA	Service Level Agreement – A document which defines the relationship between a service provider and service recipient. An SLA typically documents areas such as: the services to be delivered; performance, tracking and reporting; problem management; legal compliance and resolution of disputes; customer duties and responsibilities; termination of the service.
SLIAG	State Legislation Impact Assistance Grant
SLIP	Serial Line Internet Protocol
SLM	Service Level Management - The process of defining, agreeing, documenting and managing the levels of customer IT service, that are required and cost justified.
SLO	Service Level Objective
SMC	Systems Management Controls
SMF	Systems Management Facilities
SMO	Service Maintenance Objective
SMRT	State Medical Review Team
SMS	System Manage Storage
SMT	Service Management Team
SNA	System Network Architecture – IBM’s proprietary network architecture and protocols.
SNMP	Systems Network Management Protocol – SNMP is an application-layer protocol that facilitates the exchange of management information between network devices. It is part of the TCP/IP protocol suite.
SO	Service Offering
SOA	System Outage Analysis
SOCCO	Society of California Care Home Operators
Soft Fault	The situation in a virtual memory system when the operating system has detected that a page of code or data was due to be reused, i.e., it is on a list of 'free' pages, but it is still actually in memory. It is now rescued and put back into service.
Software Environment	Software used to support the application such as operating system, database management system, development tools, compilers, and application software.
Software Library	A controlled collection of SCIs designated to keep those with like status and type together and segregated from unlike, to aid in development, operation and maintenance.
Software Work Unit	Software work is a generic term devised to represent a common base on which all calculations for workload usage and IT resource capacity are then based. A unit of software work for I/O type equipment equals the number of bytes transferred; and for central processors, it is based on the product of power and CPU time.
Solid State Devices	Memory devices that are made to appear as if they are disk devices. The advantages of such devices are that the service times are much faster than real disks since there is no seek time or latency. The main disadvantage is that they are much more expensive.
SONET	Synchronous Optical Network – A high speed synchronous network designed to run over optical fiber. A family of fiber optic transmission rates ranging from 51.84 Mbps to 13.22 Gbps that provides the flexibility to transport many digital signals with different capacities and to provide a design standard for manufacturers. The optical signal standards are designated OC-1, OC-2, etc. The basic building block is the OC-1 (51.84 Mbps) signal, chosen to accommodate a T3 signal.
SOR	Senate Office of Research
SOW	Statement of Work
SPA	Staff Programmer Analyst
SPB	State Personnel Board
Spec Sheet	Specifies in detail what the customer wants (external) and what consequences this has for the Service Provider (internal) such as required resources and skills.
SPICE	Software Process Improvement Capability determination
SPOC	Single Point of Contact
SPOF	Single Point of Failure
SPR	Special Project Report
SQL	Structured Query Language
SQP	Service Quality Plan
SR	Service Request - Every incident not being a failure in the IT infrastructure. OR Senate Resolution
Sr. ISA	Senior Information Systems Analyst
SRAM	Static Random Access Memory
SRC	State Records Center
SRD	Systems Requirements Document
SRM	Service Request Manager
SROA	Statewide Restriction of Appointment (List)
SSA	Social Security Administration or Staff Services Analyst
SSA Name/3	Search Software of America Name 3
SSADM	Structured Systems Analysis and Design Method
SSI	Supplemental Security Income
SSI/EVH	Supplemental Security Income/Excess Value Home
SSI/SSP	Supplemental Security Income/State Supplementary Program
SSL	Secure Socket Layer – A commonly used protocol for managing the security of a message transmission on the Internet.
SSM	Staff Services Manager
SSN	Social Security Number
SSP	State Supplementary Program
SSRS	Social Services Reporting System
SSS	System Software Specialist
Stakeholder	Any individual or group who has an interest, or 'stake', in the IT service organization of a CSIP.
Stand-By Arrangements	Arrangements to have available assets that have been identified as replacements should primary assets be unavailable following a business disruption. Typically, these include accommodation, IT systems and networks, telecommunications and sometimes people.
Standard Cost	A predetermined calculation of how many costs should be under specified working conditions. It is built up from an assessment of the value of cost elements and correlates technical specifications and the quantification of materials, labor and other costs to the prices and/or wages expected to apply during the period in which the standard cost is intended to be used. Its main purposes are to provide bases for control through variance accounting, for the valuation of work in progress and for fixing selling prices.
Standard Costing	A technique which uses standards for costs and revenues for the purposes of control through variance analysis.
STAR/KIDS	Support Through Automated Resources Keeping Integrated Data on System
STC	State Training Center
STD	Standard Form
STEPUP	State Training and Employment Program for Unemployed Persons
STO	State Treasurer's Office
Storage Occupancy	A defined measurement unit that is used for storage type equipment to measure usage. The unit value equals the number of bytes stored.
SUDC	State Unemployment Disability Compensation
SUI	State Unemployment Insurance
Super User	In some organizations it is common to use 'expert' users (commonly known as super or expert users) to deal with first-line support problems and queries. This is typically in specific application areas, or geographical locations, where there is not the requirement for full-time support staff. This valuable resource, however, needs to be carefully coordinated and utilized.
Surcharging	Surcharging is charging business users a premium rate for using resources at peak times.
SVGA	Super Video Graphics Array
Swapping	The reaction of the operating system to insufficient real memory: swapping occurs when too many tasks are perceived to be competing for limited resources. It is the physical movement of an entire task (e.g., all real memory pages of an address space may be moved at one time from main storage to auxiliary storage).
System	An integrated composite that consists of one or more of the processes, hardware, software, facilities and people, that provides a capability to satisfy a stated need or objective.

T
T&D	Training and Development
T1	(T-1) – Trunk Carrier, Level 1 – A digital data connection at a rate of 1.544 Mbps. (A ‘trunk’ is a communications line that carries multiple voice or data channels between two telephone exchange switching systems.)
T3	(T-3) – Trunk Carrier, Level 3 – A digital data connection at a rate of 45 Mbps.
TA	Targeted Assistance or Travel Advance
TAC	Technical Advisory Committee
TANF	Temporary Assistance for Needy Families
TAP	Task Accomplishment Plan
TAPI	Telephony Application Programming Interface
TAU	Temporary Authorization
TBA	To Be Announced or Transfer Budget Allotment
TCC	Transitional Child Care
TCO	Total Cost of Ownership - Calculated by including depreciation, maintenance, staff costs, accommodation, and planned renewal.
TCOM	Telecommunications or the OTech Telecommunications Division.
TCP/IP	Transmission Control Protocol / Internet Protocol – A network protocol that provides communications across interconnected networks, between computers with diverse hardware architectures and various operations systems.
TDID	Technology Development and Integration Division
TDQ	Transient Data Queue
TEC	Travel Expense Claim
TEFAP	Temporary Emergency Food Assistance Program
Tension Metrics	A set of objectives for individual team members to use to balance conflicting roles and conflicting project and organizational objectives in order to create shared responsibility in teams and between teams.
Terminal Emulation	Software running on an intelligent device, typically a PC or workstation, which allows that device to function as an interactive terminal connected to a host system. Examples of such emulation software includes IBM 3270 BSC or SNA, ICL C03, or Digital VT100.
Terminal I/O	A read from, or a write to, an on-line device such as a VDU or remote printer.
TH	Temporary Help
Third-Line Support	Where specialists' skills (e.g., development/engineer) or contracted third-party support is required.
Third-Party Supplier	An enterprise or group, external to the customer's enterprise, which provides services and/or products to that customer's enterprise.
Third Level Help	Third Level Help is the contact point that the OTech NOC calls when they need assistance resolving a problem that they have determined is the responsibility of a particular OTech service area.
Thrashing	A condition in a virtual storage system where an excessive proportion of CPU time is spent moving data between main and auxiliary storage.
Threat	An indication of an unwanted incident that could impinge on the system in some way. Threats may be deliberate (e.g., willful damage) or accidental (e.g., operator error).
TIFF	Tagged Image File Format
TIN	Taxpayer Identification Number
TIRU	Technical Investment Review Unit (DOF)
TMC	Tape Management Catalog
TMS	Telecommunications Management Services – The section responsible for the technical business support of the Telecommunications Division, providing guidance and implementation of network rates, fiscal tracking, budgeting, analysis of new business, and database management of circuits, as well as general division IT recruitment and retention activities.
TN3270	A version of ‘telnet’ (TCP/IP protocol, service and application for logging into remote computer systems) that provides IBM 3270 terminal emulation.
TO	Training Office
TOP	Technical Observation Post
TOR	Terms of Reference
TOS	Travel - Out of State
TOSMan	Transaction Optimization System Manager
TP	Transaction Processing
TPX	Terminal Productivity eXecutive
TQM	Total Quality Management
TR	Training Request
Tree Structures	In data structures, a series of connected nodes without cycles. One node is termed the 'root' and is the starting point of all paths; other nodes termed 'leaves' terminate the paths.
TRO	Temporary Restraining Order
TRS	Training Request System
TSB	Technology Services Board
TSC	T or Technical Support Center
TSO	Temporary Suspension Order or Time Sharing Option
TSR	Terminate-and-Stay-Resident
TSS	Total Systems Solution

U
UAPID	Union of American Physicians and Dentists
UART	Universal Asynchronous Receiver/Transmitter
UCC	Utility Cost Center - a cost center for the provision of support services to other cost centers.
UCD	University of California, Davis
UCL	Upper Control Limit
UCM	Uniform Code Manual
UCOWF	United Council on Welfare Fraud
UCSEC	United California State Employees Campaign
UI	Unemployment Insurance
UIB	Unemployment Insurance Benefits
ULP	Unfair Labor Practice
UM	Unaccompanied Minor
UMB	Upper Memory Block
Unabsorbed Overhead	Any indirect cost that cannot be apportioned to a specific customer.
Underpinning Contract	A contract with an external supplier covering delivery of services that support the IT organization in their delivery of services.
Unit Costs	Costs distributed over individual component usage. For example, it can be assumed that, if a box of paper with 1000 sheets costs $10, then each sheet costs 1cent. Similarly, if a CPU costs $lM a year and it is used to process 1,000 jobs that year, each job costs on average $1,000.
UPS	Uninterrupted Power Supply
Urgency	Measure of the business criticality of an incident or problem based on the impact and the business needs of the customer.
URL	Uniform Resource Locator
USC	United States Code
USDA	(U.S.) Department of Agriculture
USDHHS	(U.S.) Department of Health and Human Services
User	The person who uses the service on a day-to-day basis.

V
V.90	A standard for transmitting data downstream to modems at 56 kbps.
VA	Veterans Administration
VACS	Ventura Automated Collection System
VAM	Volume Allocation Manager
Variance Analysis	A variance is the difference between planned, budgeted or standard cost and actual cost (or revenues). Variance analysis is an analysis of the factors that have caused the difference between the predetermined standards and the actual results. Variances can be developed specifically related to the operations carried out in addition to those mentioned above.
VB	Visual Basic
VBF	Vital Business Function
VDT	Video Display Terminal
Version	An identified instance of a Configuration Item within a product breakdown structure or Configuration Structure for the purpose of tracking and auditing change history. Also used for Software Configuration Items to define a specific identification released in development for drafting, review or modification, test or production.
Version Identifier	A version number, version date, or version date and time stamp.
VESA	Video Electronics Standards Association
VFAT	Virtual File Allocation Table
VFM	Value For Money
VGA	Video Graphics Array
Virtual Memory System	A system that enhances the size of hard memory by adding an auxiliary storage layer residing on the hard disk.
VISTA	Volunteers in Service to America
VLB	VESA Local Bus or VL Bus
VM	Virtual Machine or Voice Mail
VNA	Visiting Nurses Association
VOI	Voice Over Internet Protocol
VoIP	A term used in IP telephony for a set of facilities that manage the delivery of voice information using IP.
VOLAG	Voluntary Assistance Agencies
VPN	Virtual Private Network – The OTech VPN offering allows secured access to the OTech internal network via an Internet connection.
VR	Virtual Reality or Vocational Rehabilitation
VRAM	Video Random Access Memory
VRML	Virtual Reality Modeling Language
VSAM	Virtual Sequential Access Method
VSI	Virtual Storage Interrupt - an ICL/ME term for a page fault.
VTAM	Virtual Telecommunications Access Method – IBM software that controls communication and the flow of data in an SNA network by providing SNA application programming interfaces and SNA networking functions.
Vulnerability	A weakness of the system and its assets, which could be exploited by threats.

W
W&IC	Welfare and Institutions Code
WAIS	Wide-Area Information Server
WAN	Wide Area Network – A computer network that spans a relatively large geographical area. Typically, a WAN consists of two or more local-area networks (LANs). Computers connected to a wide-area network are often connected through public networks, such as the telephone system.
Warm Stand-By	See 'immediate recovery'
Waterline	The lowest level of detail relevant to the customer.
WBA	Weekly Benefit Amount
WBS	Work Breakdown Structure
WC	Workers' Compensation
WCDS	Welfare Client Data System (aka Welfare Case Data System)
WCMIS	Welfare Case Management Information System
WDTIP	Welfare Data Tracking Implementation Project
WE	Wage Earner (also W/E)
WFD	Workflow Diagram
WIC	Women, Infants, and Children's Services Program
WIES	Working Income Equivalency Standard
WIN	Work Incentive Program
WIN/COD	Work Incentive Program/Career Opportunity Development
WIN/DEMO	Work Incentive Demonstration Program
WIP	Work in Progress
Work-Around	Method of avoiding an incident or problem, either from a temporary fix or from a technique that means the customer is not reliant on a particular aspect of the service that is known to have a problem.
Workloads	In the context of Capacity Management Modeling, a set of forecasts which detail the estimated resource usage over an agreed planning horizon. Workloads generally represent discrete business applications and can be further subdivided into types of work (interactive, timesharing, batch).
WORM (device)	Optical read only disks, standing for Write Once Read Many.
WOSA	Windows Open Services Architecture
WPT	Word Processing Technician
WRAM	Windows Random Access Memory
WRIM	Welfare Reform and Infrastructure Modifications
WRO	Western Region Office
WTW	Welfare to Work
WWG	Work Week Group
WWW	World Wide Web
WYSIWYG	What You See Is What You Get

X
XML	Extensible Markup Language. XML is a set of rules for designing text formats that let you structure your data. XML makes it easy for a computer to generate data, read data, and ensure that the data structure is unambiguous. XML avoids common pitfalls in language design: it is extensible, platform-independent, and it supports internationalization and localization.
XMS	Extended Memory Specification
XPD	Transaction Packet

Y
YOC	Year of Completion

Glossary

Customer Guide