Service Management as a Practice

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Across
  1. 2. Any resource or capability of a service provider
  2. 4. Used to identify who does what in a process
  3. 7. How the service is delivered
  4. 9. Any person who has an interest in an IT service
  5. 10. What the service does
Down
  1. 1. Responsible for the operational management of a process
  2. 3. A structured set of activities designed to accomplish a specific objective
  3. 5. An IT service provider that is part of a different organization from its customer
  4. 6. The person who is held accountable
  5. 8. Rules that govern a process