Exam Glossary

A period of time associated with the release of service components to users, when additional resources are allocated to user support and service operations. Early-life support can also be applied to the onboarding or
offboarding of users from a service.

Disruption that occurs when digital technology introduces a change that impacts organizations across multiple industries and markets.

A measure of whether the objectives of a practice, service or activity have been achieved.

A measure of whether the right amount of resources have been used by a practice, service, or activity.

A change that must be introduced as soon as possible.

The ability to understand the way people feel and react, and to use this skill to make good judgements and to avoid or solve conflicts.

The feeling that people have when their work aligns with their intrinsic motivation and provides them with a sense of purpose.

The value chain activity that provides a good understanding of stakeholder needs, transparency, continual engagement, and good relationships with all stakeholders.

Risks that originate from an organization’s stakeholders, including its suppliers and partners, consumers, and employees.

A subset of the IT infrastructure that is used for a particular purpose, for example a live environment or test environment. Can also mean the external conditions that influence or affect something.

A high-level definition of a requirement that has not yet been sufficiently refined or understood. Eventually an epic will be refined or broken down into several user stories and requirements.

A flaw or vulnerability that may cause incidents.

Problem management activities used to manage known errors.

The act of sharing awareness or transferring ownership of an issue or work item.

A system of principles that defines what is good for individuals and society.