8.1 答题策略 - CHM(2)
Question 8:
a) Implementation of Change Management. Awareness Campaign. Training. Dependency/Linkage with other processes.
b) You are a newly appointed Change Manager, and you find that your system development staff often carry out changes to live systems without involving IT Services staff, and indeed continue to support the resulting systems informally rather than “handing them over” to Service Management.
You have arranged to meet with the Systems Development Manager and the IT Services Manager. How would you present the issues to them and what do you propose was done?
(20 marks)
Answer Strategy: Change Management Implementation. Assessment. Benefits. Implementation Process. Value . Change Management Process.
Question 9:
The cost of service failure can be a powerful inducement to improving the quality of infrastructure management. Describe the various metrics that can be collected by Change Management and explain how each could be turned into a financial argument to support a Service Management Improvement Programme.(20 marks)
Answer Strategy: Indicators will be used by Change Management. And linkage with Finance.
Question 10:
a) The Change Manager cannot personally know every aspect and component of a company’s IT. How can the full potential impact of the proposed change be evaluated? (10 marks)
b) What are the responsibilities of the Change Manager in relation to a RFC, after it has been approved by the CAB? (10 marks)
Answer Strategy: Whole change management process.
Question 11:
You have just reviewed an organisation’s Change Management function and have discovered that every change is taking several weeks from the point of initiation to its implementation. There is also a trend to suggest that this elapsed time is increasing, resulting in a significant backlog of changes and a rapidly increasing level of dissatisfaction from the customers/staff who are requesting changes.
a) What could be the impact of such a backlog of changes? (7 marks)
b) What should be done to remove/reduce the backlog of changes? (7 marks)
c) How would you ensure the situation does not re-occur? (6 marks)
Q8 - Paper 1 - Apr 1996
Answer Strategy: PPT for question a. PPT and standard change, and minor change
Reporting and tracking.
Question 12:
Your organisation has several change logging systems in place, some manual and some electronically supported, each of which records changes to a specific part of the overall IT systems and infrastructure.
a) Describe the obstacles that must be overcome to integrate these separate change logging systems into a single centralised Change Management system. (14 marks)
b) Explain the benefits of reviewing all changes after a pre-defined period following their implementation.(6 marks)
Answer Strategy: Change Management implementation. PPT. Benefits – from GOAL.
