Frequently Asked Questions: Common Acronyms in IT Managed Services (UK)

Staying on top of IT and Managed Services terminology is essential for clear communication between providers, stakeholders, and clients. Below you’ll find a collection of frequently encountered acronyms—each explained in context, with practical examples and relevant categories.

What does MSP stand for?

Managed Service Provider. An MSP delivers outsourced IT support and infrastructure management services to businesses. MSPs proactively monitor, maintain, and optimise IT systems under a recurring service contract—typically defined by Service Level Agreements (SLAs).

Example: “Our MSP manages our cloud backups and endpoint security remotely, allowing our in-house team to focus on strategic projects.”

Sector/Category: IT Outsourcing / IT Managed Services.

What does MSSP stand for?

Managed Security Services Provider. An MSSP focuses entirely on providing outsourced cybersecurity monitoring, threat detection, and incident response.

Example: “We engaged an MSSP to oversee 24/7 threat detection through their Security Operations Centre (SOC).”

Sector/Category: Cybersecurity / Managed Security.

What does SLA stand for?

Service Level Agreement. This is a contractual commitment specifying the performance standards, response times, and service quality expected between an MSP and its client.

Example: “Our SLA guarantees 99.9% uptime and critical issue response within one hour.”

Sector/Category: IT Service Management (ITSM).

What does RMM stand for?

Remote Monitoring and Management. RMM tools enable MSPs to monitor, maintain, and patch clients’ systems from a central console without visiting onsite.

Example: “Through RMM software, our provider updates devices overnight to reduce downtime.”

Sector/Category: IT Infrastructure / Technical Support.

What does NOC stand for?

Network Operations Centre. The NOC is a centralised command hub where IT teams monitor and manage network performance, outages, and incidents.

Example: “The provider’s NOC alerted us to a connectivity fault before our users even noticed.”

Sector/Category: Network Operations / Service Delivery.

What does SOC stand for?

Security Operations Centre. A SOC is a facility—or virtual team—that continuously monitors an organisation’s IT environment for security threats and responds to incidents.

Example: “Our SOC analysts perform real-time threat hunting and analysis around the clock.”

Sector/Category: Cybersecurity Operations.

What does PSA stand for?

Professional Services Automation. PSA software streamlines operational workflows such as project management, time tracking, and ticketing for managed service providers.

Example: “The MSP uses PSA tools to track billable hours and manage service delivery.”

Sector/Category: Business Process / IT Operations.

What does ITSM stand for?

IT Service Management. ITSM refers to the structured approach MSPs use to design, deliver, and support IT services, ensuring efficient and consistent client outcomes.

Example: “Adopting ITSM practices improved customer satisfaction and reduced incident response times.”

Sector/Category: Service Management Processes.

What does ITIL stand for?

Information Technology Infrastructure Library. ITIL is the globally recognised framework of best practices for managing and improving IT services.

Example: “Our IT team follows ITIL principles for change management and incident resolution.”

Sector/Category: IT Governance / Service Improvement.

What does SAM stand for?

Software Asset Management. SAM covers the lifecycle management of software licences, ensuring compliance and cost efficiency.

Example: “By implementing SAM, our MSP helped us reduce redundant software spend by 20%.”

Sector/Category: Compliance / IT Asset Management.

What does SOW stand for?

Scope of Work. The SOW defines the detailed deliverables, timelines, and responsibilities within a managed services contract.

Example: “The SOW specifies which systems are included in our monthly support cost.”

Sector/Category: Service Contracts / Procurement.

What does BaaS stand for?

Backup as a Service. BaaS solutions provide cloud-based backups managed by a third party, ensuring data is recoverable in case of failure or disaster.

Example: “Our BaaS provider stores encrypted backups across multiple UK data centres.”

Sector/Category: Cloud Backup / Business Continuity.

What does DRaaS stand for?

Disaster Recovery as a Service. This enables organisations to replicate systems and data to the cloud for rapid recovery after an outage or cyber incident.

Example: “DRaaS ensures business continuity even if the primary data centre goes offline.”

Sector/Category: Cloud Disaster Recovery.

What does SIAM stand for?

Service Integration and Management. SIAM coordinates multiple service suppliers to function effectively as one integrated ecosystem for the client.

Example: “Our MSP acts as the SIAM lead, aligning different cloud and connectivity vendors under one model.”

Sector/Category: IT Governance / Vendor Management.

What does TOM stand for?

Target Operating Model. This defines how a service will operate post-transition, clarifying responsibilities between client and provider.

Example: “The TOM clarified which elements of our IT service remained in-house after outsourcing.”

Sector/Category: Service Design / Outsourcing Strategy.

What does BCDR stand for?

Backup and Disaster Recovery. BCDR is the strategic framework combining data backup systems with recovery planning to ensure business operations resume quickly after outages or cyber incidents.

Example: “Our MSP tested the BCDR plan quarterly to confirm all backups could be restored within two hours.”

Sector/Category: IT Resilience / Business Continuity.

What does MFA stand for?

Multi-Factor Authentication. MFA enhances security by requiring multiple forms of verification—such as a password plus a mobile confirmation code—before granting access to systems or data.

Example: “We implemented MFA for all remote users to strengthen login security.”

Sector/Category: Identity & Access Management.

What does EDR stand for?

Endpoint Detection and Response. EDR tools monitor devices in real time, capturing and analysing data to detect and isolate security threats.

Example: “EDR alerts enabled our MSP to identify unusual device activity before any compromise occurred.”

Sector/Category: Endpoint Security / Cyber Defence.

What does IAM stand for?

Identity and Access Management. IAM frameworks manage the allocation, authentication, and control of user access to IT systems, ensuring compliance and data integrity.

Example: “The MSP deployed IAM policies to automate user access based on job roles.”

Sector/Category: IT Security / Compliance.

What does UTM stand for?

Unified Threat Management. UTM integrates multiple cybersecurity functions—like firewall, intrusion prevention, and antivirus—within one centralised platform.

Example: “Deploying UTM reduced our network’s attack surface by consolidating multiple tools.”

Sector/Category: Network Security / Firewalls.

What does NAC stand for?

Network Access Control. NAC systems determine who and what can connect to a network, applying policies to prevent unauthorised devices from accessing sensitive resources.

Example: “The MSP’s NAC policy blocked unregistered laptops from connecting to corporate Wi-Fi.”

Sector/Category: Network Security / IT Governance.

What does MDM stand for?

Mobile Device Management. MDM enables IT providers to manage, configure, and secure smartphones, tablets, and laptops remotely.

Example: “Through MDM, our provider enforced remote wipe policies for lost employee devices.”

Sector/Category: Endpoint Management / Mobility.

What does VPN stand for?

Virtual Private Network. A VPN creates an encrypted tunnel for secure communication between remote users and business networks.

Example: “All remote staff use a VPN to securely access internal servers from home.”

Sector/Category: Network Security / Remote Access.

What does SIEM stand for?

Security Information and Event Management. SIEM platforms collect and correlate logs from IT systems to detect anomalies and generate alerts for potential threats.

Example: “The MSP’s SIEM system detected anomalous logins from foreign IP addresses.”

Sector/Category: Cybersecurity / Monitoring and Analytics.

What does ITAM stand for?

IT Asset Management. ITAM involves tracking and managing hardware, software, and digital assets throughout their lifecycle for cost efficiency and compliance.

Example: “ITAM reporting helped reconcile software licences across multiple business units.”

Sector/Category: Operations Management / Compliance.

These acronyms form the backbone of conversations within the IT Managed Services landscape—from daily operations to strategic decisions.

If there’s an acronym or IT term you’d like us to define next, we encourage you to contact us so we can expand this glossary to meet your needs.

Submit Your Acronyms or Request Explanations

Are there any IT and Managed Services acronym you would like to see explained, or do you have a specific term used in your business context that you wish to clarify? Please submit your request, and we will be happy to expand this FAQ to support the UK IT and business community.

This FAQ is intended for both technical and non-technical stakeholders operating in IT Managed Services within the UK. For updates or more in-depth discussions on a particular topic, feel free to reach out with your specific queries.