Fun Friday (I hope!)

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Across
  1. 4. The process responsible for planning, scheduling and controlling the movement of releases to test and live environments.
  2. 6. The process responsible for maintaining a single source of information about all operational services and those being prepared to be run operationally.
  3. 7. The process responsible for ensuring that IT resources are right-sized to meet current and future business needs.
  4. 12. The process responsible for controlling the lifecycle of all changes, enabling beneficial changes to be made with minimum disruption to IT services.
  5. 13. The process responsible for ensuring that IT services meet agreed availability goals.
  6. 15. The process responsible for managing the lifecycle of all service requests from users.
  7. 17. The process responsible for managing the lifecycle of all problems, identifying root causes and implementing workarounds or permanent fixes.
  8. 18. The process responsible for ensuring that IT services can be recovered within agreed timescales following a disaster or major disruption.
  9. 20. The process responsible for maintaining information about Configuration Items required to deliver an IT service.
Down
  1. 1. The process responsible for sharing perspectives, ideas, experience and information, and ensuring that these are available in the right place at the right time.
  2. 2. The process responsible for managing risks that could seriously affect IT services.
  3. 3. The phase of the ITIL Service Lifecycle that focuses on understanding an organization’s objectives and customer needs.
  4. 5. The process responsible for restoring normal service operation as quickly as possible and minimizing the adverse impact on business operations.
  5. 8. The process responsible for managing the entire lifecycle of all services within an organization’s portfolio.
  6. 9. The process responsible for managing events throughout their lifecycle.
  7. 10. A single point of contact between users and IT service management.
  8. 11. The phase of the ITIL Service Lifecycle that focuses on delivering services effectively and efficiently.
  9. 14. The process responsible for tracking and reporting the value and ownership of financial assets throughout their lifecycle.
  10. 16. A documented agreement between a service provider and a customer that identifies both services required and the expected level of service.
  11. 19. The process responsible for ensuring that all current and planned IT services are delivered to agreed targets.