Exam Glossary

Functional requirements which have been defined by the customer and are unique to a specific product.

The functionality offered by a product or service to meet a particular need. Utility can be summarized as ‘what the service does’ and can be used to determine whether a service is ‘fit for purpose’. To have utility, a service must either support the performance of the consumer or remove constraints from the consumer. Many services do both.

A technique in Agile software development that uses natural language to describe desired outcomes and benefits from the point of view of a specific persona (typically the end-user), usually in the form of ‘who, what, and why’.

The sum of the functional and emotional interactions with a service and service provider as perceived by a user.

A person who uses services.

A technique using realistic practical scenarios to define functional requirements and to design tests.

A unit of work consisting of an exchange between two or more participants or systems.

A mental model and behaviour pattern for scientific thinking and routines for practice and coaching.

Any event where a service consumer or potential service consumer has an encounter with the service provider and/or its products and resources.

A depiction of the change in value of a requirement, output, or outcome over time.

A measure of the amount of work performed by a product, service, or other system over a given period of time.

A stakeholder external to an organization.

A methodology for identifying the most important limiting factor (i.e. constraint, often referred to as a bottleneck) that stands in the way of creating value, and then systematically correcting that constraint until it is
no longer the limiting factor.

A controlled environment established to test products, services, and other configuration items.

The total rework backlog accumulated by choosing workarounds instead of system solutions that would take longer.