Level 1: 基础
|
1. Are incident records maintained for all reported incidents?
|
2. Are incidents currently assessed and classified by the Service Desk prior to referring them to a specialist? ITSS考试
|
3. Is there an incident manager responsible for managing and escalating incidents?
|
Level 1.5: 管理目的
|
4. Is the business committed to reducing the impact of incidents by their timely resolution?
|
5. Have management commitment， budget and resource been made available for incident management?
|
6. Have Incident Management been made aware of the business drivers and needs which will drive the priority for dealing with incidents?
|
7. Has an education and training programme been conducted for the Service Desk and incident managers outlining their relationships and interfaces with each other and with problem， change and configuration management?
|
Level 2: 流程
|
8. Is an incident database maintained recording details for all reported incidents?
|
9. Are all incidents managed in conformance with the procedures documented in SLAs?
|
10. Is there a procedure for classifying incidents， with a detailed set of classification， prioritisation and impact codes?
|
11. Is there a procedure for assigning， monitoring and communicating the progress of incidents?
|
12. Does incident management provide the Service Desk or Customer/User with progress updates on the status of incidents?
|
13. Is there a procedure for the closure of incidents?
|
14. Does incident management provide the Service Desk with management information and recommendations for service improvement?
|
15. Are incident managers empowered to enforce agreed customer service levels with second line support and third party suppliers?
|
16. Do incident managers co-ordinate problem management， support staff and IT services management when a major incident occurs?
|
17. Has a study of the workload mix been conducted to determine the required staff levels， skill type and the associated costs of incident management?
|
Level 2.5: 内部支持
|
18. Does incident management match incidents against the problem and known error database?
|
19. Does incident management inform the Service Desk and problem management of work-arounds?
|
20. Are incidents which breach agreed service level targets identified and the incident resolution team informed of the breach?
|
Level 3: 工具
|
21. Are incident records maintained for all reported incidents (including resolution and/or workaround)?
|
22. Are requests for changes produced， if necessary， for incident resolution? ITSS认证
|
23. Are resolved and closed incident records updated and clearly communicated to the Service Desk， customers and other parties?
|
24. Are reports regularly produced for all the teams contributing to the incident resolution process， concerning incident status?
|
25. Is a workload analysis produced to help determine staffing levels?
|
26. Are management reviews held to highlight escalated incident details?
|
Level 3.5: 质量控制
|
27. Are the standards and other quality criteria applicable for the registration of incidents and for call handling made clear to the incident management team?
|
28. Are Service Level Agreements available and understood by incident management?
|
29. Are the personnel responsible for incident management suitably trained?
|
30. Does the organisation set and review either targets or objectives for incident management?
|
31. Are there suitable tools in use to support the Incident Management function?
|
Level 4: 管理报告
|
32. Do you provide management with information concerning trend analysis in incident occurrence and resolution?
|
33. Do you provide management with information concerning escalated incidents?
|
34. Do you provide management with information concerning percentage of Incidents handled within agreed response time
|
35. Do you provide management with information concerning percentage of incidents closed by Service Desk without reference to other levels of support
|
Level 4.5:和其他流程的关系
|
36. Do you hold regular meetings with the Service Desk to discuss incidents raised， progressed， escalated and closed?
|
37. Have the interfaces between the Service Desk and incident management been defined and communicated?
|
38. Does incident management exchange information with Problem Management concerning related problems and / or known errors?
|
39. Does incident management exchange information with Configuration Management regarding ease of use of configuration records， configuration anomalies and the potential flagging of configuration item， e.g. as 'failed' (or equivalent)?
|
40. Does incident management receive information from Change Management regarding impending changes to services?
|
41. Does incident management exchange information with Change Management regarding the details of possible changes to resolve particular incidents / problems?
|
42. Does incident management exchange information with Service Level Management concerning breaches in service level agreements and the service and support commitments they contain?
|
Level 5: 用户界面
|
43. Do you check with the customer if the activities performed by Incident Management Management adequately support the business needs?
|
44. Do you check with the customer that they are happy with the services provided?
|
45. Are you actively monitoring trends in customer satisfaction? ITSS培训
|
46. Are you feeding customer survey information into the service improvement agenda?
|
47. Are you monitoring the customers value perception of the services provided to them?
|
转播
分享
淘帖
()