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. |
| call/contact centre | An organization or business unit that handles large numbers of incoming and outgoing calls and other interactions. |
| capability | The ability of an organization, person, process, application, configuration item, or IT service to carry out an activity. |
| capacity and performance management practice | The practice of ensuring that services achieve agreed and expected performance levels, satisfying current and future demand in a costeffective way. |
| capacity planning | The activity of creating a plan that manages resources to meet demand for services. |
| change | The addition, modification, or removal of anything that could have a direct or indirect effect on services. |
| change agent | A role that facilitates the development, application, and advocation of new ways of working. |
| change authority | A person or group responsible for authorizing a change. |
| change enablement practice | The practice of ensuring that risks are properly assessed, authorizing changes to proceed and managing a change schedule in order to maximize the number of successful IT changes |
| change model | A repeatable approach to the management of a particular type of change. |
| change schedule | A calendar that shows planned and historical changes. |
| chaos engineering | The discipline of experimenting on a system in order to build confidence in the system’s capability to withstand turbulent conditions in production. |
| chaos monkey | A tool that tests the resilience of IT systems by intentionally disabling components in production to test how remaining systems respond to the outage. |
| charging | The activity that assigns a price for services. |
| cloud computing | A model for enabling on-demand network access to a shared pool of configurable computing resources that can be rapidly provided with minimal management effort or provider interaction. |
