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4. The underlying or original reason of an incident or problem.
7. A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks.
11. An agreement between an IT service provider and a customer.
14. A temporary suspension, pause or interruption of operation.
16. The ability of a product, service or process to provide the intended value.
17. The addition, modification or removal of anything that could have an effect on IT services.
18. Proven activities or processes that have been successfully used by multiple organizations.
19. A problem that has a documented root cause and a workaround.
20. Something that might exploit a vulnerability.
21. The replacement or correction of a failed configuration item.

1. A logical database containing data and information used by the service knowledge management system.
2. An unplanned interruption to an IT service or reduction in the quality of an IT service. Failure of a configuration item that has not yet affected service is also an incident – for example, failure of one disk from a mirror set.
3. A general direction in which something tends to move.
5. Software that provides functions which are required by an IT service.
6. Loss of ability to operate to specification, or to deliver the required output. The term may be used when referring to IT services, processes, activities, configuration items etc.
8. A formal request from a user for something to be provided.
9. A basis for comparison; a reference point against which other things can be evaluated.
10. Action taken to repair the root cause of an incident or problem, or to implement a workaround.
12. Using an external service provider to manage IT services.
13. An activity that obtains additional resources when these are needed to meet service level targets or customer expectations.
15. Provision of services from a location within the country where the customer is based.