Exam Glossary
| Term | Main definition |
|---|---|
| minimum viable product MVP | A product with just enough features to satisfy early customers, and to provide feedback for future product development. |
| mission | A short but complete description of the overall purpose and intentions of an organization. |
| mission statement | A short but complete description of the overall purpose and intentions of an organization. It states what is to be achieved, but not how this should be done. |
| model | A representation of a system, practice, process, service, or other entity that is used to understand and predict its behaviour and relationships. |
| modelling | The activity of creating, maintaining, and utilizing models. |
| moment of truth | Any episode in which the customer or user comes into contact with an aspect of the organization and gets an impression of the quality of its service. It is the basis for setting and fulfilling client expectations and ultimately achieving client satisfaction. |
| monitoring | Repeated observation of a system, practice, process, service, or other entity to detect events and to ensure that the current status is known. |
| monitoring and event management practice | The practice of systematically observing services and service components, and recording and reporting selected changes of state identified as events. |
| multi-sourcing | The use of multiple service providers offering similar (if not the same) services, balancing the risks of relying on a single provider with the overhead of managing work across multiple providers. |
