Continuing our glossary foundation, this episode covers the essential ITIL terms from H through P. As with the previous glossary section, our focus is not only on giving you clear definitions but also on showing you how these terms fit together within the framework. You’ll encounter terms like “incident,” “outcome,” and “problem,” which are central to exam success. We’ll explain each one in plain language and provide examples so you can remember them more easily. For example, an incident might be as simple as a user being locked out of their account, while a problem represents the deeper cause of repeated lockouts.

By listening carefully, you’ll see how these terms don’t exist in isolation but instead form part of ITIL’s broader ecosystem of service management. These glossary episodes are designed to reduce exam-day confusion by giving you a mental map of the ITIL vocabulary. Think of this session as strengthening the links in your chain of knowledge, ensuring that each new concept has a solid foundation to rest upon. This episode was produced by BareMetalCyber.com.