Exam Glossary
| Term | Main definition |
|---|---|
| effectiveness | A measure of whether the objectives of a practice, service or activity have been achieved. |
| ecosystem disruption | Disruption that occurs when digital technology introduces a change that impacts organizations across multiple industries and markets. |
| early-life support ELS | A period of time associated with the release of service components to users, when additional resources are allocated to user support and service operations. Early-life support can also be applied to the onboarding or |
| driver | Something that influences strategy, objectives, or requirements. |
| double-loop learning | A form of learning that takes place when examining the purpose and function of work being done, without taking the existing organizational structure for granted. Also known as ‘reframing’. |
| disruption risks | Risks that can disrupt the organization’s operating or business model. |
| discontinuous innovation | An innovation that completely replaces what came before. |
| disaster recovery plan | A set of clearly defined plans related to how an organization will recover from a disaster as well as return to a pre-disaster condition, considering the four dimensions of service management. |
| directing | Leading, conducting, or guiding someone or ordering something. This includes setting and communicating the vision, purpose, objectives, and guiding principles for an organization or team. It may also include leading or guiding the organization or team towards its objectives. |
| digitization | The process of transforming something (e.g. text, sound, or images) from analogue to digital form by expressing the information in binary digits. |
| digital transformation | The use of digital technology to enable a significant improvement in the realization of an organization’s objectives that could not feasibly have been achieved by non-digital means. |
| digital technology | Technology that digitizes something or processes digital data. Digital technology refers to information technology (IT) and the parts of operational technology (OT) that have been digitized. See also digitization. |
| digital strategy | A business strategy that is based all or in part on using digital technology to achieve its goals and purpose. |
| digital product | A product is digital when digital technology plays a significant role in its goods, resources, or associated service interactions. |
| digital organization | An organization that is enabled by digital technology to do business significantly differently, or to do significantly different business. |
