ITIL 服务经理考试指南: 9.2 CMJ - ITIL 流程联系(4)

9.2 CMJ - ITIL 流程联系(4)

Page No. 11/ Section: Mainframe. Support: 20 employees

Line No.	Key Words	ITIL/Exam Content
1	“acting as first line network support”	Service desk. Incident management
4	“no conflicts between other various mainframe. applications”	Regression testing. Full release. Package release.
7	“have became complacent”	Lots of problem in mainframe. team.

Page No. 12/ Section: Summary of present issues

Line No.	Key Words	ITIL/Exam Content
3	“Just In Time”	Service desk, incident management
13	“joint venture”	Service process impact analysis.
20	“on-line shopping experience”	Package release, minimize the impact to users, PSA/FSC, Change management.

Page No. 12/ Section: Corporate Objectives

Line No.	Key Words	ITIL/Exam Content
3	“Just in Time”	Better service support process to support JIT. Service desk structure. Incident management. Problem management to support JIT vision. Business capacity management.
6	“Replace all”	Releasing strategy. Package releasing. Full releasing.

Page No. 13/ Section: Corporate Objectives

Line No.	Key Words	ITIL/Exam Content
1	“Redesign and upgrade the company’s website.”	Chang management. Releasing management.

Page No. 14/ Section: Memo

Line No.	Key Words	ITIL/Exam Content
31	“blame game.”	Service desk. Incident management. Follow-up.

Page No. 15/ Section: Memo

Line No.	Key Words	ITIL/Exam Content
4	“delays in bringing new application.”	Release management.
6	“cost overrun in the deployment of new hardware ”	Release management. Finance management.
8	“left unanswered”	Service desk. KPI.
9	“wrong support team”	Service desk. Escalation process. SPOC.
10	“Support teams blame each other in front of end-users”	Service desk. SPOC
12	“mainframe. upgrades”	Change management. Release management. CAB. PSA/FSC