ITIL

2. Provides services and support to users in real time
5. A root cause or potential cause behind recurring incidents
6. Begin improvements by assessing the current state and tools
9. When reported success masks real performance issues underneath
13. Flexible best practices used to guide service management decisions
16. A formal agreement outlining service expectations and commitments
18. A potential event that may impact objectives or outcomes negatively or positively
20. The person or group tasked with reviewing and approving changes
24. Sets performance expectations through measurable service targets
27. Maintains strong, effective relationships with stakeholders
28. Delivering services as defined in agreements and ensuring reliability
29. What a service does to fulfill a particular function or need

1. Encourages sharing, coordination, and transparency in operations
3. Focus on efficient, value-adding steps; avoid unnecessary work
4. A centralized source of known problems and their solutions
6. ITIL framework that integrates practices and guiding elements
7. The main resource for users needing IT help or reporting issues
8. Manages common, user-driven requests in a structured way
10. A fast-tracked change implemented to resolve urgent issues
11. Tracks service status and component behavior for any changes
12. Regular updates and changes to keep services aligned with evolving needs
14. A routine, low-risk change approved ahead of time
15. Defines what the service should deliver and is responsible for its success
17. A planned change that goes through formal approval and scheduling
19. Performs tasks using technology with little or no manual effort
21. Quickly restores service to reduce the impact of interruptions
22. A diagnosed issue with a temporary workaround, still unresolved
23. Planning and coordinating resources to develop or enhance services
25. Acquiring or creating components needed for service delivery
26. The benefit and significance a user associates with a service