【正文】 ~each release package are patible。f2X0Increasedunderstanding of risk during and after a Change.7Utilities and WarrantiesUtility: expect the service to support and the constrains it will removeITPUB個人空間.{OZL$FMY(lZWarranty: Assurance be provided, meet certain specification: availability, capacity, continue to receive utility, security.8Release policynumbering and naming conversionITPUB個人空間O4GlP,V)eroles and responsibilityITPUB個人空間 Eov。 。 C: Consulted。 Requirements。 Intermediate recovery。 time for minimum level recovery。\!F!N0Design service solution`X Sa!s0SCAITPUB個人空間k\7B$U4qx39。Fo]Ohighquality service%S0Yjamp。9. SERVICE DESIGNNo.TopicDetails1Goal fo SDThe Main goal of Service Design is thedesignofnew or changed servicefor introduction into thelive environment2Scope of SDNew or changed service This core knowledge onlyITPUB個人空間w(fSr(_$p0XR5YService Management system and tools GeneralNac:ky2t3t39。 。av9pService quality。`0Patterns of Business ActivityvW,a``5E0User Profileuamp。l$A`x0Business Unit = n* Asset11Service UniteAsset Business Unit。所以這些和圖表有關(guān)的問題要做到100%的正確。OGC關(guān)于V3經(jīng)理升級考的提綱可以從以下網(wǎng)址下載。不過，感謝廣大而深不可測的網(wǎng)絡(luò)力量，使我們可以免費接觸到這五本書籍。而考試中，很多題目都是以現(xiàn)有書本中的圖片所展開的。有兩三天的復(fù)習(xí)間隔總是好的。比如，考題有1，2，3，4四段論述?？忌跍?zhǔn)備時，要多加留意。其中，假設(shè)V2F為85%，V2 SERVCIE MANAGER為50%。 60%。所以，現(xiàn)在仍以第一及第二路線為流行。最后，在本系列的發(fā)行上，仍參照ITIL服務(wù)經(jīng)理考試指南的模式。當(dāng)然，那些剛通過ITIL V3 FOUNDATION考試的朋友，如果有興趣比較一下兩條通向ITIL EXPERT道路的投資回報，則結(jié)合本系列文章，以及上篇，會給大家一個理想的答案。記得在寫V2服務(wù)經(jīng)理考試指南的時候，一個重要的驅(qū)動，便是覺得需要在考試前，對于所要掌握的知識做一整理，以便自己做考前強記。所有系列中的內(nèi)容，都將長期免費在網(wǎng)上發(fā)布。現(xiàn)在讓我們算一下兩條道路的課時成本。另外，V3考試前前后后，需要準(zhǔn)備三次考試。以下是V2路線的概率分析：V2F – 85%V2 SERVICE MANAGER – 50%V2/V3MANAGERBRIDGE– 73%總通過概率：31%。這些關(guān)鍵內(nèi)容，以后的章節(jié)中，會著重提及。讓從中選擇正確的論述。另外，在培訓(xùn)前的一個月，一旦確認(rèn)學(xué)生付款后，培訓(xùn)公司應(yīng)該提供一個閱讀提綱給學(xué)生。培訓(xùn)公司的培訓(xùn)方式上，和V2差別比較大。有心的朋友可以查看一寫IPUB網(wǎng)站的IT服務(wù)管理討論區(qū)。建議考試在考試前，一定花點時間，仔細閱讀一下。在每個章節(jié)的結(jié)尾，我還會列出比較重要的圖表號。 Service Asset Service UnitITPUB個人空間0cx$~39。f ~QWP{ysZL0Service Package~[7|1S E1jvu0Service Level Packages29PBA BenefitSS: Catalogue/Portfolio/FM Map/Investment/InfluenceITPUB個人空間^mrv3\,KtSO: Allocate/ConsolidateJY$n9tWv0SD: Optimize design30UPUser Profile based on Ramp。 Alternatives to improve service qualityj9So^39。 。w0Technology architecture and management systems GeneralITPUB個人空間} JoIv:wb9|Processes GeneralITPUB個人空間!o9IuJ2PX!J k%a|:W6TMeasurement methods and metrics General\vev%p0[JQ0_}Q Z39。`rZ6YX0risk managementITPUB個人空間39。YxEvaluate alternatives8tH}v!i9T0business benefit$Z2DX1K]B*Vd,{1M0SLRITPUB個人空間39。 time for full recovery。 Fast recovery。 controls。 I: Informed.36IT Service Continuity Manager responsibilityITSCM activities37SD ObjectivesTake aholistic approachto the design of IT services, including theirarchitectures, processes, polices and documentation,to meetcurrent and future agreed business requirements,functionality and quality.R$a3nd+I e0Ensureconsistency and integrationwithin allactivities and processesacross the entire IT P Y8B*s9}RT Considersall aspects and impactof the service includingfunctional, management and operationalrequirements.38SD Value to businessDeliverquality, cost effective servicesand to ensure thatbusiness requirementsare beingmet.{[5F~O!zCj0Benefits to the business include:ITPUB個人空間0c,F\b3V][ Moreeffective: serviceperformance。 。u。2E~7oZO?*q5[0integrity of release package, ponent recorded accurately in CMS。ITPUB個人空間0e q*.AJ6FQ}!F39。TTimely cancellation or changestomaintenance contractswhen ponents are disposed or demissioned.S:b*n^)X39。 。 A: Accountable。 Availability31ISM ProcessPolicy。 Gradual recovery。 resource。H)G$]G RE?U0Alternatives2P(a$Y。nhgImprove servicealignmentG*GH*`.br0Moreeffectand ITprocessCL2`5d(L4OT0Improve information anddecision making8SD GoalsEnsure consistency and business focusV7M0W5|u0reduce longterm costITPUB個人空間 N0Vamp。 。 zerobased funding2NODE0}4f0Business impact analysis41Service Strategy Process ActivityDefine the market / Develop the Offer另外需要特別注意的圖表：。o39。B%aeP[5T0Provide a framework ofmaking service priority decision.26SPM MethodsSS Define ( Inventory/Business Case ) Analyze ( Value Proposition /Prioritization ) Approve ( Service Portfolio/Authorization) Charter ( Communication / Resource Allocation )27Demand Management ObjectiveTo understand and influence customer demand for service and the provision of capacity to meet these demands by optimizing the use of capacity by moving workload to less utilized times, resources and places.rd0}wu_.~0Scope: Strategic Level Analysis of patterns of business activity and user profilePTA,Lw+o0Tactical level: differential charging.28Demand Management ConceptsActivity based Demand Management9t8d1N il2Camp。t^amp。由于BRIDGE考試的通過分?jǐn)?shù)為16分。Service StrategyChapter 1 Chapter 2 Chapter 3 Chapter 4 Chapter 5 Chapter 6 This chapter is not required readingChapter 7 Chapter 8 Chapter 9 Appendix A This appendix is not required readingAppendix B AllService DesignChapter 1 Chapter 2 Chapter 3 Table Chapter 4 Chapter 5 This chapter is not required readingChapter 6 6 (up to ) Chapter 7 Chapter 8 AllChapter 9 This chapter is not required readingThe Appendices A to K are not required readingService TransitionChapter 1 Chapter 2 Chapter 3 Chapter 4 Chapter 5 Chapter 6 Chapter 7 AllChapter 8 AllChapter 9 This chapter is not required readingAppendix A This appendix is not required readingService OperationChapter 1 Chapter 2 Chapter 3 Chapter 4 Chapter 5 This chapter is not required readingChapter 6 Chapter 7 Chapter 8 AllAppendix A AllThe Appendices B to F are not required readingContinual Service ImprovementChapter 1 Chapter 2 Chapter 3 Chapter 4 Chapter 5 Chapter 6 Chapter 7 This chapter is n