ITIL Crossword

2. An activity that obtains additional resources when these are needed to meet service level targets or customer expectations.
5. Software that provides functions which are required by an IT service.
7. The replacement or correction of a failed configuration item.
11. A problem that has a documented root cause and a workaround.
12. A basis for comparison; a reference point against which other things can be evaluated.
14. An agreement between an IT service provider and a customer.
16. The addition, modification or removal of anything that could have an effect on IT services.
18. Something that might exploit a vulnerability.
19. A temporary suspension, pause or interruption of operation.
20. Using an external service provider to manage IT services.
22. Capability to automatically switch to a redundant backup system if the primary system fails, esp. to provide very reliable service on a computer system or network.
23. A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks.
24. A general direction in which something tends to move.

1. Proven activities or processes that have been successfully used by multiple organizations.
3. Formal inspection and verification to check whether a Standard or set of guidelines is being followed.
4. An unplanned interruption to an IT service or reduction in the quality of an IT service. Failure of a configuration item that has not yet affected service is also an incident – for example, failure of one disk from a mirror set.
6. The basic structure of basic facilities and capital equipment needed for the functioning of system or organization.
8. The underlying or original reason of an incident or problem.
9. A logical database containing data and information used by the service knowledge management system.
10. A formal request from a user for something to be provided
13. Action taken to repair the root cause of an incident or problem, or to implement a workaround.
15. Provision of services from a location within the country where the customer is based.
17. The ability of a product, service or process to provide the intended value.
21. Loss of ability to operate to specification, or to deliver the required output. The term may be used when referring to IT services, processes, activities, configuration items etc.