ITIL 服务经理考试指南: 9.2 CMJ - ITIL 流程联系(3)
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下一篇 2008-06-24 13:29:57
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9.2 CMJ - ITIL 流程联系(3)
Page No. 9 / Section: Point of Sales in Stores System - POSISS
Line No. | Key Words | ITIL/Exam Content |
1 | “business critical IT service” | Incident categorization; problem categorization; urgent change; urgent release, high impact; |
Page No. 9 / Section: Distribution and Transport - DATMS
Line No. | Key Words | ITIL/Exam Content |
1 | “business critical service” | Incident categorization; problem categorization; urgent change; urgent release, high impact; |
Page No. 9 / Section: Store Inventory Management System - SIMS
Line No. | Key Words | ITIL/Exam Content |
4 | “The SIMS system frequently fails and requires a lots of support” | Service desk; incident management; problem management, high impact. |
Page No. 10/ Section: Human Resources Management System - HRMS
Line No. | Key Words | ITIL/Exam Content |
3 | “human resource” | Security incident. |
Page No. 10/ Section: Additional Desktop Applications
Line No. | Key Words | ITIL/Exam Content |
3 | “The variety and diversity of these systems has caused support issues in the past” | Configuration management; incident management; problem management. Service Desk. |
Page No. 10/ Section: The IT Organization
Line No. | Key Words | ITIL/Exam Content |
12 | “duplication of effort” | Local vs central service desk. |
13 | “dedicated to answering calls” | Call center vs service desk/help desk. |
14 | “Second level on-call” | Service desk escalation |
15 | “perform. testing” | Release management, change management. |
Page No. 11/ Section: The IT Organization
Line No. | Key Words | ITIL/Exam Content |
1 | “addressed first by the POS group” | Service desk. Incident management and problem management. |
7 | “second level hardware support” | Escalation process. |
Page No. 11/ Section: Network Support: 6 employees
Line No. | Key Words | ITIL/Exam Content |
4 | “A second level on-call” | Service desk. |
Page No. 11/ Section: Server, Desktop and Peripheral Support: 12 employees
Line No. | Key Words | ITIL/Exam Content |
2 | “A shift rotation” | Service desk. |
Page No. 11/ Section: Mainframe. Application Development: 6 employees
Line No. | Key Words | ITIL/Exam Content |
2 | “The requests are received directly” | Service desk. Change management. |
3 | “Requests are implemented whenever required” | Release management. Change management |
5 | “potential conflicts between various requests” | CAB approval needed. Package releasing. Regression testing. |
6 | “do when they need to” | Release schedule. |
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