ITIL v4

6. The practice of systematically observing services and components.
8. A database used to store configuration records throughout their lifecycle.
9. A third party responsible for supplying goods or services.
12. The activities performed by an organization to provide services.
13. The version of a service or other configuration item that is made available for use.
16. The use of technology to perform tasks with reduced human assistance.
18. The maximum throughput that a service, system, or component can handle.
19. Information, understanding, and skills acquired through experience or education.
21. The point of communication between the service provider and all its users.
22. The ability of an organization to continue delivery of products or services at acceptable predefined levels.
23. A solution that reduces or eliminates the impact of an incident or problem for which a full resolution is not yet available.

1. The functionality offered by a product or service to meet a particular need.
2. The practice of designing products and services that are fit for purpose and use.
3. A cause of one or more incidents.
4. The addition, modification, or removal of anything that could have an effect on IT services.
5. An unplanned interruption to a service or reduction in the quality of a service.
7. The means by which an organization is directed and controlled.
9. A request from a user or a user's authorized representative that initiates a service action.
10. The ability of an IT service or other configuration item to perform its agreed function when required.
11. A possible event that could cause harm or loss.
14. The perceived benefits, usefulness, and importance of something.
15. A means of enabling value co-creation by facilitating outcomes customers want to achieve.
17. A record containing the details of an incident.
20. Any financially valuable component that can contribute to delivery of an IT product or service.
21. A documented agreement between a service provider and a customer that identifies both services required and the expected level of service.