Exam Glossary
| Term | Main definition |
|---|---|
| procedure | A documented way to carry out an activity or a process. |
| problem management practice | The practice of reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors. |
| problem | A cause, or potential cause, of one or more incidents. |
| prioritization | An action of selecting tasks to work on first when it is impossible to assign resources to all tasks in the backlog. |
| practice | A set of organizational resources designed for performing work or accomplishing an objective. |
| post-implementation review PIR | A review after the implementation of a change, to evaluate success and identify opportunities for improvement. |
| portfolio management practice | The practice of ensuring that an organization has the right mix of programmes, projects, products, and services to execute its strategy within its funding and resource constraints. |
| portfolio | A collection of assets into which an organization chooses to invest its resources in order to receive the best return. |
| policy | Formally documented management expectations and intentions, used to direct decisions and activities. |
| plan | The value chain activity that ensures a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across an organization. |
| pilot | A test implementation of a service with a limited scope in a live environment. |
| persona | A fictional yet realistic description of a typical or target customer or user of a service or product. |
| performance | A measure of what is achieved or delivered by a system, person, team, practice, or service. |
| peer review | A judgement on a piece of scientific or other professional work by others working in the same area. When applied in software development, a work product is examined by its developer and one or more colleagues in order to evaluate its technical content and quality. This contributes to assured conformance. |
| pattern of business activity PBA | A workload profile of one or more business activities. PBAs are used to help the service provider understand and support different levels of service consumer activity. |
