A3 - Case Studies - Key Terms check

4. Scrambling data so it cannot be read without the correct key—used to protect sensitive information.
5. A combination of development and IT operations focused on automation, fast deployment, and continuous improvement of services.
7. (4-7,60 An online platform where users can solve issues themselves—such as logging requests, checking order status, or accessing help articles—without needing to contact support directly.
9. (9,9) Processes carried out automatically by the IT system—e.g., routing incidents to the right team—reducing manual work and mistakes.
10. (6,11) How consistently an IT system performs without failure—important for maintaining stable service delivery.
11. A cloud‑based IT Service Management (ITSM) platform used to manage incidents, requests, workflows, automations, and overall service delivery within an organisation.
12. A period when systems or services are unavailable due to faults, maintenance, or failures, affecting user productivity and service delivery.
13. (5-4) Refers to organisations operating across several physical locations. IT services must support all sites consistently and securely.

1. (5,10) Tools that track cloud system performance, security, usage, and health to ensure reliable IT service delivery.
2. (9,6) Software used to record, track, and manage service requests and incidents from creation to resolution.
3. (10,2,7) Systems that are connected so they can share data and processes, reducing duplication and improving workflow efficiency.
6. Automated or structured sequences of tasks that guide how a service request or IT process should be completed from start to finish.
8. A customer‑service approach where users can contact support through multiple channels (email, phone, chat, social media) with a seamless experience across all of them.