KPI, A measurable number used to check how well something is working, SLA, A written agreement that says what service level the provider must give, Incident, An unexpected event that stops normal work, Root cause, The main reason why a problem happened, Mitigation, Actions taken to make a problem or risk less serious, Escalation, Sending a problem to a higher level for help, Forecast, A guess about future results based on current information, Variance, The difference between what was planned and what actually happened, Stakeholder, A person or group who cares about a project or decision, Recommendation, A suggested action to solve a problem or improve something, Action item, A specific task someone must do, Follow up, To check progress or give more information after a meeting, Approval, A formal yes from a person who can allow something to happen, Contract, A legal agreement between two or more parties, Compliance, Doing what the rules, laws, or company policies say

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