ITIL 4 Foundation Exercise

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Across
  1. 2. Practice that involves the management of underlying defects and flaws that have been analyzed but not yet resolved
  2. 3. Practice that identifies metrics that reflect the customer’s experience of a service
  3. 5. Dimension that considers the application of artificial intelligence to service management
  4. 8. Term is used to describe whether a service will meet availability, capacity, continuity, and security requirements
  5. 9. A result for a stakeholder enabled by one or more outputs
  6. 10. What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks
Down
  1. 1. Guiding principle that results to the ability to discover and respond to failure earlier
  2. 4. Helps an organization adapt ITIL concepts so that they apply to the organization’s specific circumstances
  3. 6. In which step of the ‘continual improvement model’ is an improvement plan implemented
  4. 7. Value chain activity that provides interactions and good relationships with all stakeholders