ITIL 服务经理考试指南: 5.5 PROBLEM MANAGEMENT (1)
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下一篇 2008-04-24 13:52:22
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5.5 PROBLEM MANAGEMENT
GOAL
|
基因代码 |
知识点名称 |
记忆等级 |
知识点内容 |
|
PRM001 |
GOAL |
D1 |
Minimize the adverse impact of Incidents and Problems on the business that are caused by errors within the IT infrastructure, and to prevent recurrence of Incidents related to these errors. |
记忆关键字: minimize; adverse impact; errors; recurrence of incidents.
ACTIVITY
|
基因代码 |
知识点名称 |
记忆等级 |
知识点内容 |
|
PRM002 |
ACTIVITY |
D1 |
Problem control
Error control
Proactive Problem Management ( identifying trends; obtaining management information form. Problem Management Data; the completion of major Problem review ) |
几个比较的概念，定义为D1 内容。
CLASSIFICATION
|
基因代码 |
知识点名称 |
记忆等级 |
知识点内容 |
|
PRM003 |
CLASSIFICATION |
D1 |
Category; impact; urgency; priority |
这个概念前面已经提过。现在归为D1。
ERROR CONTROL
|
基因代码 |
知识点名称 |
记忆等级 |
知识点内容 |
|
PRM004 |
ERROR CONTROL |
D2 |
Definition/Goal: Monitoring and rectifying known errors until they are successfully resolved, where possible and appropriate.
Error Control covers the processes involved in successful correction of Know Error.
Objective is to change IT component to remove Know Errors affecting the IT infrastructure and thus to prevent any recurrence of Incidents.
Activities: Error identification and reordering; Error assessment; Error resolution recording; Error closure; problem/error resolution monitoring. |
很多内容。不过很重要。
PROACTIVE PROBLEM MANAGEMENT
|
基因代码 |
知识点名称 |
记忆等级 |
知识点内容 |
|
PRM005 |
PROACTIVE PROBLEM MANAGEMENT |
D2 |
Trend analysis, targeting prevenive action; Major problem reviews |
PRIORITY
|
基因代码 |
知识点名称 |
记忆等级 |
知识点内容 |
|
PRM006 |
PRIORITY |
D2 |
relative order in which a series of item |
<本节待续...>
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