Exam Glossary
| Term | Main definition |
|---|---|
| safety culture | A climate in which people are comfortable being (and expressing) themselves. |
| scope of control | The area(s) or activities over which a person has the authority to direct the actions of others or define the required outcomes. |
| scrum | Scrum is a lightweight framework that helps people, teams and organizations generate value through adaptive solutions for complex problems. (The Scrum Guide by Ken Schwaber and Jeff Sutherland, updated 2020). |
| servant leadership | Leadership that is focused on the explicit support of people in their roles. |
| service | A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks. |
| service architecture | A view of all the services provided by an organization. It includes interactions between the services, and service models that describe the structure and dynamics of each service. |
| service catalogue | Structured information about all the services and service offerings of a service provider, relevant for a specific target audience. |
| service catalogue management practice | The practice of providing a single source of consistent information on all services and service offerings, and ensuring that it is available to the relevant audience. |
| service configuration management practice | The practice of ensuring that accurate and reliable information about the configuration of services, and the configuration items that support them, is available when and where needed. |
| service consumption | Activities performed by an organization to consume services. It includes the management of the consumer’s resources needed to use the service, service actions performed by users, and the receiving (acquiring) of goods (if required). |
| service continuity management practice | The practice of ensuring that service availability and performance are maintained at a sufficient level in the event of a disaster. |
| service design practice | The practice of designing products and services that are fit for purpose, fit for use, and that can be delivered by the organization and its ecosystem. |
| service desk | The point of communication between the service provider and all its users. |
| service desk practice | The practice of capturing demand for incident resolution and service requests. |
| service empathy | The ability to recognize, understand, predict, and project the interests, needs, intentions, and experiences of another party, in order to establish, maintain, and improve the service relationship. |
