Robert's approach to the question on Service Continuity Management

Did you notice that the distracter text has nothing to do with the questions? Did you notice that you do not have enough information to know the context for the second part of the question? If so, then I have succeeded in creating that uncomfortable feeling you are likely to experience at least once during the test. Whether the questions are just bad translations from Dutch, intentionally obscure or it is just that the stress has caused you to misread something, you should expect at least one question that leaves you grasping for something to hook onto.

Here's my suggestion.

• Assume the question is legitimate and it is the stress that is causing you to misread it. Take a few deep breaths. Think about something else for a few seconds. Sort your pens. Give your sore fingers a massage. Have a nice drink of water. Count to 100. And then try reading it again very slowly and with an open mind.
• Do not add to your stress by assuming that you are incapable of answering. You can score points on every question conceivable. Why did Humpty Dumpy fall? This is obviously an Incident. Incident Management does… If all the Kings horses had been able to restore normal operations then the next time HD falls we should escalate to Problem Management. PM does… We would use PM to find the underlying known error and seek structural resolution. See, it can be done.
• Throw out the distracters - carefully.

  For example, consider only the text that I have highlighted in the copy shown below.

  Several of the Unified Oil refineries are proceeding with their conversion from Windows to Linux and are now working through their production servers. The server administrators reviewed each system and have processed requests to upgrade the memory on those systems. All of this maintenance is occurring during scheduled maintenance windows and the users are quite pleased with the results.
  The Pittsburgh is further along with their conversion than is the Plano refinery. Podunk is the furthest behind, but being the smallest refinery their staff feels confident that they can finish within three more months.
  What impact will this have on IT Service Continuity Management (12 points).

  Simple. What impact will an upgrade have on ITSCM? Describe the stages of ITSCM. Then mention that since we are in "Initiation", this will change the baseline, and that may impact the financial requirements. Later, once we are "Planning" we will need to ensure we have linkages from Change, Release and Capacity to ITSCM to ensure that technology changes and upgrades are assessed for the impact on ITSCM. Continue through the stages of ITSCM and explain how each stage needs to be advised and respond to Change.

  Now look at the second part of that question.

  Provide a list of reasons that might explain why the Financial Management group in Phoenix is concerned about the budget impact that IT Service Continuity Management is likely to have over the next fiscal year. (8 points).

  That's easy. Labor in planning and meetings. Documentation efforts. Possible purchase of hardware. Possible increase in facilities costs. Implementation is going to take labor. And if you cannot get enough points off that all by itself, then jump over to the generic problems / obstacles that you might face when initiating ITSCM. Resistance to change, lack of planning, inadequate tools, insufficient training. Ought to be able to score a couple points off a simple list of other problems and a short description on each.
   

• Did I answer "THE" question? I have no idea. Did I give myself a chance to score some points? Yes! Even if you only get 5 / 20 on this, those 5 points can be all that you need to go from 45 to 50. And that is all you need in order to pass.

Robert's Outline
See above.