ITSS配置管理评估报告问题汇总
20150924淡然5附录ITSM流程详细评估问题5.1配置管理评估问题
Level1:基础ITSS考核
1.Areatleastsomeconfigurationmanagementactivitiesestablishedwithintheorganisation，e.g.registeringConfigurationItems(CIs)?
2.HaveyouidentifiedsomeoftheCIattributes，e.g.location，currentstatus，servicecomponentrelationships?
3.Isthereexistingconfigurationdataheldinhardcopy，localspreadsheetsordatabases?
4.Isthereahighlevelconfigurationmanagementplan?
Level1.5:管理目的
5.Hasthepurposeandbenefitsofconfigurationmanagementbeendisseminatedwithintheorganisation?
6.Hasthescopeofconfigurationmanagementactivitybeenestablishedwithintheorganisation?
7.Isthereasuitablebudgetforconfigurationmanagementtoolsandacommitmenttoresourceconfigurationmanagementactivities?
8.DoestheorganisationhaveprocedurescoveringtheregistrationofCIs?
Level2:流程
9.Haveresponsibilitiesforvariousconfigurationmanagementactivitiesbeenassigned?ITSS培训
10.Haveconfigurationitemnamingconventionsbeenagreed?
11.Arethereproceduresforidentifying，controlling，updating，auditingandanalysingconfigurationiteminformation?
12.Isconfigurationdataroutinelyusedinperformingimpactassessments?
13.AreCIsrecognisedintermsofservicecomponentrelationships?
14.IsconfigurationdatausedroutinelywhenbuildingorreleasingnewCIs?
15.Arethereprocedurescoveringhousekeeping，licencemanagement，archivingandretentionperiodsforCIs?
16.Forplannedreleases，istheconfigurationbaselinedeterminedinadvance?
17.Aretheconfigurationmanagementactivitiesreviewedonaregularbasis?
18.Areconfigurationauditsperformedonaregularbasis?
Level2.5:和其他流程间的关系
19.HavemeasurebeentakentoavoidduplicationandanomalieswithCIrecords?
20.Isconfigurationdatausedroutinelyforcapacityplanningpurposes，e.g.toascertaintheactualgrowthofCI'swithintheorganisation?
21.Isthereinterfacecontrolbetweenconfigurationmanagementandthirdparties?
22.AretherelinksandinterfacesbetweenconfigurationmanagementandotherServiceManagementsystems?
23.Doservicesupportandservicedeliverypersonnelregularlyretrieveconfigurationdatatofacilitatetheiractivities?
Level3:工具
24.ArestandardreportsconcerningCIinformationproducedregularly?
25.Isthereaconfigurationmanagementdatabase?
26.AretherecontrolledenvironmentsavailablewithinwhichCI'saremanipulated?
27.ArebuildandreleaseschedulesproducedonthebasisoftheCIrecords?
Level3.5:质量控制
28.ArethestandardsandotherqualitycriteriaapplicablefortheregistrationofCIsmadeexplicitandapplied?
29.Arethepersonnelresponsibleforconfigurationmanagementactivitiessuitablytrained?
30.DoestheorganisationsetandrevieweithertargetsorobjectivesforConfigurationManagement?
31.Doestheorganisationuseanytoolstosupporttheconfigurationmanagementprocess?ITSS认证
Level4:管理报告
32.Doyouprovidemanagementwithinformationconcerningconfigurationitemsaffectedbymajorchanges?
33.DoyouprovidemanagementwithinformationconcerninginformationontheachievementoftargetsandobjectivessetforConfigurationManagement?
34.Doyouprovidemanagementwithinformationconcerningdatabaseandrecordgrowthusage?
35.DoyouprovidemanagementwithinformationconcerningexceptionalproblemsregardingspecificCIs/typesofCI?
36.Doyouprovidemanagementwithinformationconcerningnon-conformancetostandards?
Level4.5:和其他管理流程的关系
37.DoyouholdregularmeetingswithinterestedpartiesinwhichConfigurationManagementmattersarediscussed?
38.Doyoureceivenotificationfrom，orprovideinformationtoChangemanagementrelatingtoeveryCItobechangedorintroduced?
39.IsinformationexchangedwithReleaseManagementinordertokeeptheDefinitiveSoftwareLibrary(DSL)consistentwiththeCMDB?
40.IsconfigurationinformationmadeavailabletotheServiceDeskregardingnewCIs?
41.DoesConfigurationManagementexchangeinformationwithProblemManagementconcerningdetailsofCIsrelatingtoproblems，suppliers，customersandchanges?
42.DoesConfigurationManagementexchangeinformationwithFinancialManagementforITServicesregardingnewcostandchargingcodesandotherattributes?
43.IsconfigurationinformationmadeavailabletoITServiceContinuityManagementregardingCIsandbackupdetails，andothersecurityandcontingencymatters?
44.IsconfigurationinformationmadeavailabletoCapacityManagementconcerninggrowthestimatesbasedontheCMDB?
Level5:客户界面
45.DoyoucheckwiththecustomerthattheactivitiesperformedbyConfigurationManagementadequatelysupporttheirbusinessneeds?
46.Doyoucheckwiththecustomerthattheyarehappywiththeservicesprovided?
47.Areyouactivelymonitoringtrendsincustomersatisfaction?
48.Areyoufeedingcustomersurveyinformationintotheserviceimprovementagenda?
49.Areyoumonitoringthecustomersvalueperceptionoftheservicesprovidedtothem?
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