Exam Glossary
| Term | Main definition |
|---|---|
| cybersecurity risks | Risks of exposure or loss for an organization resulting from a cyber-attack or a data breach. |
| customer orientation | An approach to sales and customer relations in which staff focus on helping customers to meet their long-term needs and wants. |
| customer journey | The complete end-to-end experience that service customers have with one or more service providers and/or their products through touchpoints and service interactions. |
| customer experience CX | The sum of functional and emotional interactions with a service and service provider as perceived by a customer. |
| customer | A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption. |
| culture | A set of values that is shared by a group of people, including expectations about how people should behave and their ideas, beliefs, and practices. |
| cultural fit | The ability of an employee or a team to work comfortably in an environment that corresponds with their own beliefs, values, and needs. |
| critical success factor CSF | A necessary precondition for the achievement of intended results. |
| cost of delay | The benefits that are expected to be lost when the launch or update of a service offering is delayed. |
| cost centre | A business unit or project to which costs are assigned. |
| cost | The amount of money spent on a specific activity or resource. |
| cooperation | Working with others to achieve your own goals. |
| control | The means of managing a risk, ensuring that a business objective is achieved, or that a process is followed. |
| continuous integration | An approach to integrating, building, and testing code within the software development environment. |
| continuous deployment | An approach to software development in which changes go through the pipeline and are automatically put into the production environment, enabling multiple production deployments per day. Continuous deployment relies on continuous delivery. |
