Exam Glossary

The area(s) or activities over which a person has the authority to direct the actions of others or define the required outcomes.

A climate in which people are comfortable being (and expressing) themselves.

A role is a set of responsibilities, activities, and authorizations granted to a person or team in a specific context.

The practice of ensuring that an organization understands and effectively handles risks.

An activity to identify, analyse, and evaluate risks.

A possible event that could cause harm or loss or make it more difficult to achieve objectives. Can also be defined as uncertainty of outcome and can be used in the context of measuring the probability of positive
outcomes as well as negative outcomes.

Data that is accurate, precise, and subjected to rigorous quality control.

The act of permanently withdrawing a product, service, or other configuration item from use.

A person or other entity that is required for the execution of an activity or the achievement of an objective.
Resources may be owned or employed by an organization, or contracted from a third party.

The action of solving an incident or problem.

A description of a proposed change used to initiate change control.

A view of the service catalogue, providing details on service requests for existing and new services, which is made available for the user.

A detailed communication of information or knowledge about a topic or event.

The ability of a product, service, or other configuration item to perform its intended function for a specified period of time or number of cycles.

The practice of making new and changed services and features available for use.