CAPM Exam Prep Seminar - PMBOK Guide, Sixth Edition

Incident management is the service-management practice of restoring a disrupted IT service to normal operation as quickly as possible, through a defined process of logging, categorising, prioritising, resolving and closing each incident, separate from the later work of finding and fixing its root cause.

A project charter is the short document that formally authorises a project, names its sponsor and manager, states its purpose, its intended outcomes and its boundaries, and gives the manager the authority to spend the organisation's resources on it.

Project scope is the agreed description of what a project will deliver and what it will not, stated precisely enough that a change to it can be recognised as a change and decided rather than absorbed.

Scope creep is the quiet expansion of a priced piece of client work through additions that each look too minor to renegotiate, until what gets delivered is substantially larger than what was sold.

A retainer is a recurring fee that holds a supplier's time or availability open across a period, so what the client buys is first call on somebody's attention rather than any named artefact.

A day rate sells a bounded unit of a supplier's working time rather than a finished result, so the client rather than the supplier carries the risk that the job turns out bigger than it looked.