8.1 答题策略 - CHM(1)
Question1:
Outline the benefits (8 marks), costs (4 marks) and problems (8 marks) of implementing an effective Change Management function.
Answer Strategy: Benefit + Cost + Problem
Question 2:
Changes often arise from the Problem Management function. Where else can changes occur from? Give examples to illustrate your answer. (20 marks)
Answer Strategy: Question is actual asking which IT service process will issue a RFC. Please use process linkage chart.
Question 3:
a) You are preparing to audit the Change Management function. What items should you inspect and why? (15 marks)
b) To whom should the audit report be distributed and why? (5 marks)
Answer Strategy: a) Audit key deliverables/out come. b) R&R
Question 4:
To ensure the on-going success of Change Management:
a) Whose commitment is required and what form. should it take? (10 marks)
b) What regular activities should be undertaken, by whom and why?(10 marks)
Answer Strategy: R&R of CHM. On going process/activities of CHM. Change process + process improvement.
Question 4:
a) Define the key reports you would expect to produce as an ITIL-conformant Change Manager. Describe the frequency and intended audience as well as content. (8 marks)
b) What might be the particular issues a Change Manager would face in a highly dynamic distributed IT environment. (12 marks)
Answer Strategy: Report of CHM. Using Change management process to analysis the second question.
Question 5:
a) Describe in detail the procedures for ‘Urgent ‘ changes, using a diagram where this helps illustrate your answer (12 marks)
b) Discuss the risks and benefits of using the above procedures (8 marks)
Answer Strategy: easy question. Urgent is determined at Determine Priority stage.
Question 6:
a) Describe the responsibilities of the CAB/EC(4 marks)
b) Produce a list in priority order of who should attend the full CAB and describe what their contribution should be. (10 marks)
c) Describe the factors that would influence the frequency with which CAB meetings should be held in any particular organisation. (6 marks)
Answer Strategy: easy question.
Question 7:
a) What steps can be taken to prevent a Change Management function becoming an obstacle or bottleneck to change? (10 marks)
b) What metrics would you use to judge the performance of a Change Management function? (10 marks)
Answer Strategy: Marketing activities. Based on activity to determine performance tracking. KPI.
