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翰纬-Tips for SM Exam_SSO PDF
ITIL Exam Preparation
? 2004 Hew lett-Packard Developm ent Com pany, L.P.
The inform ation contained herein is subject to change w ithout notice
Examining the Case Study
? Read everything through once
? Pay close attention to the pages that relate to
company policy and strategy especially where related to
Information Technology
? Make a summary or a diagram that includes the essential
elements of the case study
? If needed, draw a configuration diagram of the hardware and
software, and the relationships between them
2
1
Analysis of the Case Study
What are the current problems? Watch for indicators
like:
? No administration
? Forced by circumstances / Politics
? Nearly / Virtual / Different / New Infrastructure
? Communication issues
? No [process] / Not working as it should
? Duplication
? Awareness
? Staffing
? Outsourcing / In sourcing
? Multiple sites / Globalization
? Continuity
3
Analysis of the Case Study
? Which parts of the policy could have an effect on IT?
? Adopting a customer-oriented approach
? Cost-consciousness
? Control
? New strategies
? External Markets
? Which organizational factors are important here?
? Geography / Time-zones
? Culture / Language
? Organization
? Mergers
4
2
Some considerations
? Costs (Set-up/Ongoing - (PATHES)
? Benefits (Cost savings, Productivity, Client satisfaction,
Control)
? Problems (Buy in, Circumvention, Staffing, Training, Cash)
? Job descriptions (Reports to, Skills, Responsibili
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