Test your knowledge on ITIL

F

R

C

A

R

A

S

C

D

R

F

B

G

I

U

K

E

S

G

W

E

V

C

Q

I

V

R

T

Y

B

U

I

X

S

W

Z

Y

T

D

A

J

R

O

C

E

T

H

V

I

K

L

E

A

C

A

O

J

I

N

T

E

R

N

A

L

S

E

R

V

I

C

E

D

Q

O

L

R

S

A

P

E

C

S

E

S

C

A

T

A

X

K

Z

E

A

C

C

O

U

N

T

A

B

L

E

V

E

T

S

L

P

R

B

E

O

U

T

P

U

T

U

A

V

A

L

E

U

O

D

A

I

A

U

A

E

T

F

O

S

M

E

A

Y

G

T

V

B

T

L

T

S

E

R

A

T

C

U

D

N

A

M

O

D

S

S

E

I

E

T

X

V

R

C

U

P

Y

T

W

C

R

G

M

S

L

T

A

M

E

X

S

A

U

P

E

O

P

L

I

A

T

A

L

Y

R

E

I

L

O

R

C

L

E

V

E

L

Z

W

I

E

P

W

A

R

E

L

I

A

B

I

L

I

T

Y

A

U

O

H

Q

T

E

A

S

E

R

T

A

E

M

E

T

H

T

Q

P

R

O

C

E

S

S

O

W

N

E

R

E

O

W

L

I

O

S

A

X

U

A

S

E

Y

X

T

R

S

Z

T

D

S

O

E

A

P

Y

D

W

E

R

A

G

P

A

T

E

D

A

E

N

I

O

E

J

S

C

T

E

F

U

I

Q

A

L

Y

V

U

L

P

Questions

1. Which is used to help define roles and responsibilities?

2. Any resource or capability used by a customer to achieve a business outcome________.

3. The implementation and management of quality IT services that meet the needs of the business.

4. In RACI model "A" means__________.

5. Who is responsible for ensuring that the process is fit for desired purpose?

6.  The written agreement between service provider and customer is ___________.

7. The ability of a service, component or CI to perform its agreed function when required.

8. How long a service or configuration item can perform its function without fail?

9. Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?

10.How is a service delivered between departments of the same organization classified?

11. What is defined as any change of state that has significance for the management of an IT service?

12. Third parties responsible for supplying goods and services that are required to deliver IT services is description of which stakeholders?

Six Sigma Crossword Puzzle

	8
1		11		5		2				4,10
						6			9
														7
										12
				3

Six Sigma Crossword

Rows:

1.What are the sources of customer's dissatisfaction and poor business performance?

3. A set of principles and tools that help us to eliminate process activities that don't add value and to create "flow".

6. A proven methodology for evaluation is called ___________.

10. ___________________ = Specification width/process width.

12. A measure of probability that a particular failure will actually happen is called____________.

Columns:

2. A collection of methods and tools aimed at the significant reduction of unwanted variation in products and processes.

4. In DMAIC methodology, "C" stands for________.

5. CTQ stands for ____________.

7. Which flow chart symbol represents a process path one flow?

8. ___________ causes long lead times, risk of absolete stock, discounting excess items.

9. ____________ is also known as test/ re-test error.

11.____________ is a structured method to identify failure modes, determine the severity of failure etc.