Exam Glossary
| Term | Main definition |
|---|---|
| objectives and key results OKR | A framework for defining and tracking objectives and their outcomes. |
| obtain/build | The value chain activity that ensures service components are available when and where they are needed, and that they meet agreed specifications. |
| operating model | A conceptual and/or visual representation of how an organization co-creates value with its customers and other stakeholders, as well as how the organization runs itself. |
| operation | The routine running and management of an activity, product, service, or other configuration item. |
| operational technology | The application of digital technology for detecting or causing changes in physical devices through monitoring and/or control. |
| opportunity | A situation that allows an organization to expand its existing operation, either by introducing new products and services or by moving into a new market. |
| organization | A person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives. |
| organizational agility | The ability of an organization to move and adapt quickly, flexibly, and decisively in response to events in the internal or external environments. |
| organizational change management practice | The practice of ensuring that changes in an organization are smoothly and successfully implemented and that lasting benefits are achieved by managing the human aspects of the changes. |
| organizational resilience | The ability of an organization to anticipate, prepare for, respond to, and overcome adverse events in the internal or external environments. |
| organizational velocity | The speed, effectiveness, and efficiency with which an organization operates. Organizational velocity influences time to market, quality, safety, costs, and risks. |
| organizations and people | One of the four dimensions of service management. It ensures that the way an organization is structured and managed, as well as its roles, responsibilities, and systems of authority and communication, is well |
| out-of-the-box services | Services immediately available for use after a service agreement is reached, with little or no need for onboarding and setup. |
| outcome | result for a stakeholder enabled by one or more outputs. |
| output | A tangible or intangible deliverable of an activity. |
