ITIL 服务经理考试指南: 6.5 IT SERVICE CONTINUITY MANAGEMENT (1)
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6.5 IT SERVICE CONTINUITY MANAGEMENT
GOAL
基因代码 | 知识点名称 | 记忆等级 | 知识点内容 |
SCM001 | GOAL | D1 | Support overall Business Continuity Management process by ensuring that required IT technical and services facilities (Including computer systems, networks, applications, telecommunications, technical support and Service Desk ) can be recovered within required, and agreed, business timescale. |
记忆关键字：business continuity management; technical and services; recovered; required and agreed; timescale.
BUSINESS CONTINUITY LIFECYCLE
基因代码 | 知识点名称 | 记忆等级 | 知识点内容 |
SCM002 | BUSINESS CONTINUITY LIFECYCLE | D1 | 1) Initiation - Initiate BCM 2) Requirement and Strategy - Business Impact Analysis (BIA) /Risk Assessment/Business Continuity Strategy BIA+ Risk= Strategy 3) Implementation - Organization and Implementation Planning, Implement Stand-by Arrangement, Implement Risk Reduction Measure, Develop Recovery Plan, Develop Procedures, Initial Testing 4) Education and Awareness, Training, Assurance. Review and Audit, Testing, Change Management, |
BIA
基因代码 | 知识点名称 | 记忆等级 | 知识点内容 |
SCM003 | BIA | D2 | BIA: Business Impact Analysis The identification of critical business process, and potential damage or los that may be caused to the organization resulting fro a disruption of those processes. |
CONTIGENT PLAN
基因代码 | 知识点名称 | 记忆等级 | 知识点内容 |
SCM004 | CONTIGENT PLAN | D2 | Planning to address unwanted occurrences that may happen at a later time |
CRISIS
基因代码 | 知识点名称 | 记忆等级 | 知识点内容 |
SCM005 | CRISIS | D2 | Unplanned situation in which one or more IT service will not be available. |
CRISIS MANAGEMENT
基因代码 | 知识点名称 | 记忆等级 | 知识点内容 |
SCM006 | CRISIS MANAGEMENT | D2 | The process used by organization to manage the wide impact of a disaster. |
INITIATION
基因代码 | 知识点名称 | 记忆等级 | 知识点内容 |
SCM007 | INITIATION | D2 | Policy, Reference and scope, Resource, Org and control structure, Agree, Quality plan |
RECOVERY OPTIONS
基因代码 | 知识点名称 | 记忆等级 | 知识点内容 |
SCM008 | RECOVERY OPTIONS | D2 | Do Nothing; Manual Work-Around, Reciprocal Arrangement, Gradual Recovery (empty room and equipment, 72 hr), Intermediate Recovery (commercial site, 24-72hr), Immediate Recovery (recovery site, mirror, <24hr) |
考生要能够对不同的恢复方式，按照实例，举例证明。例如，对于案例中所建议的车载GPS系统，依据不同的恢复方式，解释各个措施的实例。
RISK ASSESSMENT
基因代码 | 知识点名称 | 记忆等级 | 知识点内容 |
SCM009 | RISK ASSESSMENT | D2 | Identify Risk, Assess Threat and vulnerability level, Assess the level of risk |
BENEFITS
基因代码 | 知识点名称 | 记忆等级 | 知识点内容 |
SCM010 | BENEFITS | D3 | Potential low insurance premiums; Regulatory requirements; Business relationship; Positive marketing and contingency capabilities; Organizational credibility; Competitive advantage. |
其中，Potential low insurance premiums; Regulatory requirements是比较实在和重要的说服管理层的理由。
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