Across
- 2. The system used to document Problem tickets.
- 4. The unknown underlying cause of one or more Incidents.
- 6. Used to define urgency and impact for resolution timing.
- 8. A formal agreement defining service expectations.
- 11. Problem state once fix has been successfully implemented.
- 12. Temporary solution to minimize business impact.
Down
- 1. The person who ensures RCA is completed and documented.
- 3. Acronym for Change Advisory Board.
- 5. Status when a Problem is under investigation for root causes.
- 6. Child ticket used to implement and track problem fixes.
- 7. Outcome when an underlying root cause can not be determined and business could be impacted again.
- 9. Database used to store Known Errors.
- 10. Documented request to implement a fix to hardware or software.