Across
- 4. The single point of contact between the service provider and the users.
- 8. An agreement between an IT service provider and a customer.
- 10. A formal plan to implement improvements to a process or IT service.
- 11. The ability of an IT service or other configuration item to continue to operate correctly after failure of a component part.
- 15. Formal inspection and verification to check whether a standard or set of guidelines is being followed, that records are accurate, or that efficiency and effectiveness targets are being met.
- 18. A review that takes place after a change or a project has been implemented. It determines if the change or project was successful, and identifies opportunities for improvement.
- 19. An activity that restores a service or other configuration item to a previous baseline.
- 20. A baseline that is used to compare related data sets.
- 21. An agreement between an IT service provider and another part of the same organization.
- 23. Changes that must follow the complete change management process.
- 26. A piece of information about a configuration item. Examples are name, location, version number and cost.
- 28. A category used to identify the relative importance of an incident, problem or change.
- 30. Something that is measured and reported to help manage a process, IT service or activity.
Down
- 1. PRojects IN Controlled Environments.
- 2. The first level in a hierarchy of support groups involved in the resolution of incidents.
- 3. PDCA is called__________________.
- 5. Abbreviation for One or more locations in which the definitive and authorized versions of all software configuration items are securely stored.
- 6. A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks.
- 7. A change of state that has significance for the management of an IT service or other configuration item.
- 9. Something that must be provided to meet a commitment in a service level agreement or a contract. It is also used in a more informal way to mean a planned output of any process.
- 11. An accounting period covering 12 consecutive months.
- 12. Provision of services from a location within the country where the customer is based.
- 13. A cause of one or more incidents.
- 14. Any resource or capability.
- 16. An incident that results in significant disruption to the business.
- 17. A controlled environment containing live configuration items used to deliver IT services to customers. Also known as live environment.
- 22. A graphical representation of overall IT service performance and availability.
- 24. The average time taken to repair an IT service or other configuration item after a failure.
- 25. A change that must be introduced as soon as possible – for example, to resolve a major incident or implement a security patch.
- 27. A snapshot that is used as a reference point.
- 29. A plan defining the steps required to restore business processes following a disruption. The plan also identifies the triggers for invocation, people to be involved, communications etc.