Exam Glossary
| Term | Main definition |
|---|---|
| industry disruption | Disruption that occurs when digital technology introduces a change that impacts a specific industry (e.g. manufacturing, finance, retail, or mining) or a group of related industries (e.g. e-books and self-publishing, |
| indicator | A metric that is used to assess and manage something. |
| incident management | The practice of minimizing the negative impact of incidents by restoring normal service operation as quickly as possible. |
| incident | An unplanned interruption to a service or reduction in the quality of a service. |
| improvement review | An evaluation using metrics and other evidence to determine whether an improvement has achieved its desired outcomes and, if not, what needs to be done to complete the work. |
| improvement | A deliberately introduced change that results in increased value for one or more stakeholders. |
| improve | The value chain activity that ensures continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management. |
| identity | A unique name that is used to identify and grant system access rights to a user, person, or role. |
| high-velocity IT operating model | An IT operating model where digital technology plays a major role in the co-creation of value. |
| high-velocity IT | The application of digital technology for significant business enablement, where time to market, time to customer, time to change, and speed in general are crucial. High velocity is not restricted to fast development; it is required throughout the service value chain, from innovation at the start, through development and operations, to the actual realization of value. |
| guiding principles | Recommendations that can guide an organization in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure. |
| governance | The means by which an organization is directed and controlled. |
| gap analysis | An activity that compares two sets of data and identifies the differences; for example, comparing a set of requirements with the actual delivery, or the current state of an organization with a target future state. |
| four dimensions of service management | The four perspectives that are critical to the effective and efficient facilitation of value for customers and other stakeholders in the form of products and services. |
| feedback loop | A technique whereby the outputs of one part of a system are used as inputs to the same part of the system. |
