Across
- 2. : A modification to a service or system
- 5. : The ability of a service to perform as required
- 9. : Raising an issue to higher support level
- 11. : Agreement defining expected service performance (abbr.)
- 13. : An unplanned interruption to a service
- 15. : A means of delivering value to customers
- 17. : Period when a service is unavailable
- 18. : Making new or changed services available
- 19. : The root cause of one or more incidents
- 20. : Practice focused on sharing and reuse of information
Down
- 1. : Practice that helps detect events or failures in services
- 3. : A type of low-risk, pre-authorized change
- 4. : Determines order of incident resolution
- 6. : Continuous effort to enhance services or processes
- 7. : A standard user need such as software installation
- 8. : Group that evaluates major changes (abbr.)
- 10. : A repeatable approach for handling common changes
- 12. : Notification that a threshold has been reached
- 14. : Database storing configuration items (abbr.)
- 16. : Temporary solution to reduce the impact of a problem