Exam Glossary
| Term | Main definition |
|---|---|
| call | An interaction (e.g. a telephone call) with the service desk. A call could result in an incident or a service request being logged. |
| business strategy | How an organization defines and achieves its purpose. |
| business relationship manager BRM | A role responsible for maintaining good relationships with one or more customers. |
| business model | A formal description of how an organization should be configured to create value for customers based on its strategy. |
| business impact analysis BIA | A key activity in the practice of service continuity management that identifies vital business functions and their dependencies. |
| business case | A justification for the expenditure of organizational resources, providing information about costs, benefits, options, risks, and issues. |
| business analysis practice | The practice of analysing a business or some element of a business, defining its needs and recommending solutions to address these needs and/or solve a business problem, and create value for stakeholders. |
| business analysis | The practice of analysing a business or some element of a business, defining its needs and recommending solutions to address these needs and/or solve a business problem, and create value for stakeholders. Business analysis enables an organization to communicate its needs in a meaningful way, express the rationale for change, and design and describe solutions that enable value creation in alignment with the organization’s objectives. |
| blockchain | An open, distributed ledger that can record transactions between two parties efficiently and in a verifiable and permanent way. |
| blameless post-mortem | A non-judgemental description and analysis of the circumstances and events that preceded an incident. |
| big data | The use of very large volumes of structured and unstructured data from a variety of sources to gain new insights. |
| best practice | A way of working that has been proven to be successful by multiple organizations. |
| baseline | A report or metric that serves as a starting point against which progress or change can be assessed. |
| band of visibility | Activities and resources within a service relationship that are visible to both the service provider and the service consumer. |
| backlog | A list of new features for a product. The list may consist of user stories which are structured in a way that describes who wants the feature and why. It is also a generic term that can be defined in terms of releases, |
