ITSM Challenge 1

2. A formal document outlining a proposed change to an IT service or infrastructure.
5. A planned interruption of service to perform upgrades, patching, or other preventativemeasures.
7. A list of all the IT services offered by an organization, along with their descriptions, costs,and service levels.
10. The application of a systematic approach to delivering, managing, and supporting IT servicesto meet the needs of the business.
11. A formal process for managing and approving changes to IT services and infrastructure.
14. A single point of contact for users to report incidents, request services, and get support.
16. The ongoing assistance provided to users with IT services
17. The underlying cause of one or more incidents.
19. The process of evaluating the potential consequences of a proposed change on ITservices and business operations.
20. A framework of best practices for IT servicemanagement.

1. The percentage of time an IT service is useable and operational.
3. An ongoing process of making incremental improvements to IT services based on feedbackand data.
4. The level of urgency assigned to an incident or service request, based on its impact onbusiness operations.
6. A formal document outlining the expected level of service for an IT service, including uptime,response times, and resolution times.
8. A record of a service request, incident, or problem submitted by a user or identified by ITstaff.
9. An unexpected disruption to an IT service that negatively impacts business operations or userexperience.
12. The process of elevating an incident or service request to a more senior technician ormanager for resolution.
13. The process of restoring IT services after anoutage or disruption.
15. Taking steps to prevent problems from occurring in the first place.
18. The act of restoring an IT service to a working state and ensuring user satisfaction.