Exam Glossary

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Term Main definition
workforce and talent management practice

The practice of ensuring that an organization has the right people with the appropriate skills and knowledge and in the correct roles to support its business objectives.


A solution that reduces or eliminates the impact of an incident or problem for which a full resolution is not yet available. Some workarounds reduce the likelihood of incidents.

work instruction

A detailed description to be followed in order to perform an activity.

waterfall method

A development approach that is linear and sequential with distinct objectives for each phase of development.

warranty requirements

Typically non-functional requirements captured as inputs from key stakeholders and other practices.


Assurance that a product or service will meet agreed requirements. Warranty can be summarized as ‘how the service performs’ and can be used to determine whether a service is ‘fit for use’. Warranty often relates to service levels aligned with the needs of service consumers. This may be based on a formal agreement, or it may be a marketing message or brand image. Warranty typically addresses such areas as the availability of the service, its capacity, levels of security, and continuity. A service may be said to provide acceptable assurance, or ‘warranty’, if all defined and agreed conditions are met.


A defined aspiration of what an organization would like to become in the future.

version control

The administrative management of sources and artefacts of information systems, products, and services.

value streams and processes

One of the four dimensions of service management. It defines the activities, workflows, controls, and procedures needed to achieve the agreed objectives.

value stream mapping

A Lean management technique to visualize the steps needed to convert demand into value, used to identify opportunities to improve.

value stream map

A visual representation of a service value stream which shows the flow of work, information, and resources.

value stream

A series of steps an organization undertakes to create and deliver products and services to consumers.

value proposition

An explicit promise made by a service provider to its customers that it will deliver a particular bundle of benefits.


The perceived benefits, usefulness, and importance of something.


Confirmation that the system, product, service, or other entity meets the agreed specification.

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