Across
- 2. Best-practice guidance for IT service management
- 4. An unplanned interruption to a service or reduction in the quality of a service
- 6. Stages achieved by customer and provider together
- 9. A tangible or intangible deliverable of an activity
- 10. An umbrella term for a collection of frameworks to enable iterative and incremental delivery
- 12. The means by which an organization is directed and controlled
Down
- 1. Formally documented management expectations and intentions, used to direct decisions and activities
- 3. An approach that focuses on improving workflows by maximizing value through the elimination of waste
- 5. Provides requirements
- 7. The value chain activity that provides a good understanding of stakeholder needs engagement and good relationships with all stakeholders
- 8. The value chain activity that ensures services are delivered and supported
- 11. Series of steps used by an organisation
- 13. A possible event that could cause harm or loss, or make it more difficult to achieve objectives