ITIL section 2

Problem Management:

1. unknown underlying cause of one or more incidents: Problem.
2. known error: found root cause.
3. work-around 暫時的修補動作。
4. RFC (Request For Change)
5. exam exists in RFC and problem management
6. ASAP only in incident management, not in problem management.
7. provid work-around for incident management
8. PIR, Post implementation Review, from chg management to problem management.
9. as long as incident don't have work-around pass to problem
10. 可以定義找不到 root cause 的話，如何結案的流程。
    

Error Control

1. error sessement
2. eliminate incident

summery of problem management 會考


Configuration Management

1. CI, configuration item.
   
2. configuration co-operate with change
3. two dimension: scope, and detail.
4. focus on relation of each CI, attribution of CI, and status of CI.
   
5. when should do snapshot: product on line, cost analysis, backup

Change management

1. CMDB change must pass through Change management
2. CAB, Change Adisory Board
3. EC, Emergency Commitee
   

Release management

1. DSL, definitive software library
2. DHS, definitive hardware store
3. rollout 上線