Exam Glossary
| 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. |
| workaround | 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. |
| warranty | 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. |
| vision | 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. |
| value | The perceived benefits, usefulness, and importance of something. |
| validation | Confirmation that the system, product, service, or other entity meets the agreed specification. |
