IT Coffee Break - Vocabulary

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Across
  1. 1. A general commitment, direction, or intention and is formally stated by top management
  2. 3. Operation Governance Management System Documentation
  3. 4. OG
  4. 5. a dedicated process dealing with Service Requests
  5. 7. ITIL
  6. 13. example: reset a password
  7. 16. interruption to an IT service
  8. 17. replacement for HEAT
Down
  1. 1. Describes the sequence, methods, and responsibilities for processes and provides information how to perform processes consistently
  2. 2. a string of characters that must be supplied by a user in order to gain access to a computer system or its data
  3. 4. OLA
  4. 6. Service Level Agreement
  5. 8. IT provides service by facilitating the outcome the customer wants to achieve, without the need for the customer to own the specific costs and risks.
  6. 9. also called Request Management
  7. 10. example: failure of configuration item
  8. 11. a means to conduct process improvement with IT department
  9. 12. Step-by-step details for performing tasks within a procedure
  10. 14. formal request from a user for something to be provided
  11. 15. Information Technology Action Item List
  12. 16. Provides a framework and common vocabulary for IT Service Management