Service Design

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Across
  1. 3. Common output of the four warranty processes
  2. 5. Function that is critical to the success of the business
  3. 7. Average time that an IT service can perform without interruption
  4. 8. Sub-process responsible for understanding future business requirements for use in the capacity plan
  5. 9. The ability of a third-party supplier to meet the terms of its contract
Down
  1. 1. Agreement between the Service Provider and the Customer
  2. 2. Word used to indicate that a specific contract supports an SLA
  3. 4. An agreement between the internal departments of the Service Provider
  4. 6. A security principle that ensures data and CI's are modified only by authorized personnel and activities
  5. 8. Identifies vital business functions and their dependencies