ITIL 4 Foundation Exercise

12345678910
Across
  1. 3. Helps an organization adapt ITIL concepts so that they apply to the organization’s specific circumstances
  2. 5. Guiding principle that results to the ability to discover and respond to failure earlier
  3. 7. Term is used to describe whether a service will meet availability, capacity, continuity, and security requirements
  4. 9. 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?
  5. 10. Value chain activity that provides interactions and good relationships with all stakeholders
Down
  1. 1. Dimension that considers the application of artificial intelligence to service management
  2. 2. Practice that identifies metrics that reflect the customer’s experience of a service
  3. 4. Practice that involves the management of underlying defects and flaws that have been analyzed but not yet resolved
  4. 6. In which step of the ‘continual improvement model’ is an improvement plan implemented?
  5. 8. They allow service consumers to achieve a desired result