ITIL 服务经理考试指南: 5.0 SERVICE SUPPORT 5.1 CHANGE MANAGEMENT (1)
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5.0 SERVICE SUPPORT
在Service Support这个章节中，将对五个流程，一个功能，逐一利用基因学习法，进行阐述。采用的格式将和第四章相类似。
所涉及的五个流程，分别为：
- Change Management
- Release Management
- Configuration Management
- Incident Management
- Problem Management
一个功能为：Service Desk.
5.1 CHANGE MANAGEMENT
GOAL
基因代码 | 知识点名称 | 记忆等级 | 知识点内容 |
CHM001 | GOAL | D1 | Ensure that standardized methods and procedures are used for efficient and promote handling of Changes, in order to minimize the impact of Change-related Incidents upon service quality, and consequently to improve the day-to-day operations of the organization. |
Process Goal是我们所涉及的第一个D1级的知识点。事实上，所有流程的GOAL都是属于D1级的。对于D1级的内容，希望同学们能够发挥死记硬背的优良作风。幸好，在本书中，D1级的内容不是很多。相信大家能够应付得来。
为了便于大家记忆，现列出以下关键字：Standard methods; procedures; handling changes; minimize; incidents.
Activity
基因代码 | 知识点名称 | 记忆等级 | 知识点内容 |
CHM002 | Activity | D2 | Filtering Changes, managing Changes and Change process, chairing CAB and CAB/Emergency Committee, reviewing and closing RFC, management reporting. - Planning of implementation of operational processes - Change logging and filtering - Allocation of priorities - Change categorization - CAB meeting - Impact and resource assessment - Change approval - Change scheduling - Change building, testing and implementation - Urgent Changes - Urgent Change building, testing and implementation - Change review - Reviewing the Change Management process for efficiency and effectiveness - R&R |
ACTIVITY是每个流程中很重要的内容，但允许一些用词的偏差，所以归为D2。在这里，ITIL书籍的不一致性再次表现。同一章节中出现了两组关于ACTIVITY的定义。P167的比较简单，规整。P181则加入了很多细节。不过，毕竟是出自OGC，建议学生全部掌握。
CAB
基因代码 | 知识点名称 | 记忆等级 | 知识点内容 |
CHM003 | CAB | D2 | CAB – Change Advisory Board CAB is a body that existed to approve change and to assist Change Manager in the assessment and prioritization of changes. Members of CAB: Change Manager; Customer; User manager, User rep. … CAB Approvals: Financial/Technical/Business. |
考生需要知道CAB的定义。对于CAB的成员，除了列出的名单，还可以适当加入其他的相关人。不过需要强调的是，必须有BISINESS的人参加CAB。CAB提供三个批准– FINANCIAL；TECHNICAL；BUSINESS。由此也可推导所需要的参与人。
CAB/EC
基因代码 | 知识点名称 | 记忆等级 | 知识点内容 |
CHM004 | CAB/EC | D2 | A smaller organization with authority to make emergency decisions. |
CAB/EC和CAB最大的区别是由于时间上的紧急性,不一定有BUSINESS的代表参加该会议。
< 本节待续... >
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