Across
- 4. Scrambling data so it cannot be read without the correct key—used to protect sensitive information.
- 5. A combination of development and IT operations focused on automation, fast deployment, and continuous improvement of services.
- 7. (4-7,60 An online platform where users can solve issues themselves—such as logging requests, checking order status, or accessing help articles—without needing to contact support directly.
- 9. (9,9) Processes carried out automatically by the IT system—e.g., routing incidents to the right team—reducing manual work and mistakes.
- 10. (6,11) How consistently an IT system performs without failure—important for maintaining stable service delivery.
- 11. A cloud‑based IT Service Management (ITSM) platform used to manage incidents, requests, workflows, automations, and overall service delivery within an organisation.
- 12. A period when systems or services are unavailable due to faults, maintenance, or failures, affecting user productivity and service delivery.
- 13. (5-4) Refers to organisations operating across several physical locations. IT services must support all sites consistently and securely.
Down
- 1. (5,10) Tools that track cloud system performance, security, usage, and health to ensure reliable IT service delivery.
- 2. (9,6) Software used to record, track, and manage service requests and incidents from creation to resolution.
- 3. (10,2,7) Systems that are connected so they can share data and processes, reducing duplication and improving workflow efficiency.
- 6. Automated or structured sequences of tasks that guide how a service request or IT process should be completed from start to finish.
- 8. A customer‑service approach where users can contact support through multiple channels (email, phone, chat, social media) with a seamless experience across all of them.