Jorge Manuel de Oliveira Vicente Tese de Mestrado em Engenharia ...

Acronyms & Abbreviations
BAM – Business Activity Monitoring
BAM – Millennium bcp Business Service Monitoring
BP – Business Process
BPM – Business Process Management
BSC – Balanced Scorecard
BSD – Millennium bcp Business Support Division
BU – Business Unit
CEO – Chief Executive Officer
CIO – Chief Information Officer
CMDB – Configuration Management Database
COBIT - Control Objectives for Information and related Technology
CSF – Critical Success Factors
IT – Information Technologies
ITGI – Information Technology Governance Institute
ITIL – Information Technology Infrastructure Library
ITIM – Information Technology Infrastructure Management
ITS – Information Technology Service
ITSM – Information Technology Service Management
KPI – Key Performance Indicators
MIS – Management Information System
NSS – Negotiation Support Systems
OSS – Operations Support Systems
ROI – Return On Investment
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