ITIL 4 Awareness Session

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Across
  1. 2. Best-practice guidance for IT service management
  2. 4. An unplanned interruption to a service or reduction in the quality of a service
  3. 6. Stages achieved by customer and provider together
  4. 9. A tangible or intangible deliverable of an activity
  5. 10. An umbrella term for a collection of frameworks to enable iterative and incremental delivery
  6. 12. The means by which an organization is directed and controlled
Down
  1. 1. Formally documented management expectations and intentions, used to direct decisions and activities
  2. 3. An approach that focuses on improving workflows by maximizing value through the elimination of waste
  3. 5. Provides requirements
  4. 7. The value chain activity that provides a good understanding of stakeholder needs engagement and good relationships with all stakeholders
  5. 8. The value chain activity that ensures services are delivered and supported
  6. 11. Series of steps used by an organisation
  7. 13. A possible event that could cause harm or loss, or make it more difficult to achieve objectives