ITIL 服务经理考试指南: 9.2 CMJ - ITIL 流程联系(2)
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9.2 CMJ - ITIL 流程联系(2)
Page No. 5 / Section: Staffing
Line No. | Key Words | ITIL/Exam Content |
NA | NA | Some facts from the table: - Montréal has both manufacturing and office. Total employee number is 244, which is about 24% of total employees.
- Total PC number is 184, which is 78% of total PC number.
- Comments:Montrealis a good place for centralized service desk.
- Change manager should be located inMontrealdue to major customer and decision makers are there.
|
Page No. 5 / Section: Department Information
Line No. | Key Words | ITIL/Exam Content |
4 | “external resource” | Outsourcing issue. UC. |
Page No. 6 / Section: Sales Department: 15 employees
Line No. | Key Words | ITIL/Exam Content |
1 | “major retail” | B2B |
Page No. 6 / Section: Human Resources: 4 employees
Line No. | Key Words | ITIL/Exam Content |
0 | “Human Resource” | Security incident handling. |
Page No. 6 / Section: Procurement Department: 20 employees
Line No. | Key Words | ITIL/Exam Content |
6 | “telephone and web conferencing” | Incident management, problem management, service desk support. |
7 | “technical support” | Incident management, problem management, service desk support. |
Page No. 6 / Section: Production Department: 426 employees
Line No. | Key Words | ITIL/Exam Content |
4 | “MontrealandShanghai” | Closure ofMontrealfactory and moving toShanghai. Service support impact. Service delivery mode from local to central. Incident management, problem management, configuration management, problem management, change management. |
Page No. 6 / Section: Design Department: 35 employees
Line No. | Key Words | ITIL/Exam Content |
3 | “deployed these themselves” | Configuration management issues. Release management. |
Page No. 7 / Section: General
Line No. | Key Words | ITIL/Exam Content |
9 | “complete inventory” | Starting point of configuration management |
11 | “applications and software were installed” | Additional effort of configuration management. |
Page No. 8 / Section: Head Office
Line No. | Key Words | ITIL/Exam Content |
3 | “test mainframe” | Release management |
7 | “failures on the robotic arm on one of them” | Service desk; incident management; problem management; error control; RFC; change management. |
Page No. 8 / Section: Retail Locations
Line No. | Key Words | ITIL/Exam Content |
3 | “polled nightly” | Service desk. |
Page No. 9 / Section: Wide Area Network
Line No. | Key Words | ITIL/Exam Content |
2 | “instances of loss” | Service desk; incident management; problem management; RFC |
Page No. 9 / Section: Web Sites
Line No. | Key Words | ITIL/Exam Content |
4 | “owners of each page” | Configuration management ownership, security management. |
Page No. 9 / Section: Production Inventory Management System - PIMS
Line No. | Key Words | ITIL/Exam Content |
3 | “critical part of the manufacturing process” | Incident categorization; problem categorization; |
3 | “The system fails and requires support” | Service desk; incident management; problem management; urgent change |
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