在ITSS项目管理里，服务台最终解决了哪些问题
本帖最后由monicazhang于2015-9-2416:31编辑20150831淡然续上
5.2服务台管理评估问题
Level1-基础
1.DoesaServiceDeskexistwhichmanages，co-ordinatesandresolvesincidentsreportedbycustomers?
2.IstheServiceDesktherecognisedpointofcontactforallcustomer/userqueries?ITSS培训
3.DoestheServiceDeskprovideinformationtocustomersregardingplannedchanges?
Level1.5-管理目的
4.IsthebusinessneedforaServiceDeskclearlyidentifiedandunderstood?
5.Istheresufficientmanagementcommitment，budgetprovisionandresourceavailablefortheeffectiveoperationoftheServiceDesk?
6.IstheServiceDeskperceivedasastrategicfunctionbySeniorManagers?
7.HasthepurposeandbenefitsoftheServiceDeskbeendisseminatedwithintheorganisation?
8.Hasaneducationand/ortrainingprogrammebeenconductedforcustomersandusersintheuseoftheServiceDeskanditsbenefits
Level2-流程的功能
9.HavethefunctionsoftheServiceDeskbeenagreed?
10.DoServiceDeskoperatorshaveaprocedureorstrategyforobtainingtherequiredinformationfromcustomerswhilstcallhandling?
11.DoestheServiceDeskprovidethecustomer/userwithinformationonserviceavailability，anincidentnumberorreferenceforuseinfollow-upcommunications，andprogressupdatesonanyrequestbeingmanagedbytheserviceteam?
12.DoestheServiceDeskmakeaninitialassessmentofallrequestsreceived，attemptingtoresolveappropriaterequestsorreferringthemtosomeonewhocan，basedonagreedservicelevels?
13.DoestheServiceDeskcommunicateplannedandshort-termchangesofservicelevelstocustomers?
14.DoestheServiceDeskprovideastatusupdatetothecustomerontheclosureofincidents?
15.DoestheServiceDeskprovidemanagementinformationandmakerecommendationsforserviceimprovement?
16.Hasastudyoftheworkloadmixbeenconductedtodeterminetherequiredstafflevels，skilltypeandtheassociatedcostsoftheServiceDesk?
17.ArecustomersatisfactionsurveyscarriedoutbytheServiceDesk?
18.IstheServiceDesknotifiedofnewservicesorchangestoexistingservices?
Level2.5-内部支持
19.DoestheServiceDeskprovideasinglepointofcontactforallcustomerqueries?ITSS认证
20.DoestheServiceDeskhaveaccesstoalibraryofallproduct，hardwareandsoftwaredocumentationandreferencematerialusedbycustomer/users?
21.Aremajorincidents/problems/changesfromthepreviousweekreviewedwithcustomers?
22.Doesacustomerlistexistandisitusedtomonitorcustomersatisfactionlevels?
23.Aresecond-linesupportstaffinvolvedintheServiceDesk，eitheronafulltimeorarotationalbasis?
Level3-工具
24.Isasinglesourceofcustomer/userandsupplierdetailsmaintained?
25.Arestandardpro-forma'savailableforcapturingcustomer/userdetailsandidentification?
26.AretheservicesofferedbytheServiceDeskclearlydefinedforcustomersandotherparties?
27.Arereportsregularlyproducedforalltheteamscontributingtotheserviceprovisionprocess，concerningtypesofcustomercontacts?
28.Isaworkloadanalysisproducedtohelpdeterminestaffinglevels?
29.Areweeklymanagementreviewsheldtohighlightserviceavailability，customersatisfactionandmajorincidentareas?
30.DomanagementreviewServiceDesk’srecommendationsforserviceimprovements?
Level3.5-质量控制
31.ArethestandardsandotherqualitycriteriaapplicablefortheregistrationofincidentsandforcallhandlingmadecleartoServiceDeskoperators?
32.AreServiceLevelAgreementsavailableandunderstoodbyServiceDeskoperators
33.ArethepersonnelresponsibleforServiceDeskactivitiessuitablytrained?
34.DoestheorganisationsetandrevieweithertargetsorobjectivesfortheServiceDesk?
35.AretheresuitabletoolsinusetosupporttheServiceDeskfunction?
Level4-管理报告
36.Doyouprovidemanagementwithinformationconcerningcustomersatisfactionwithservices?
37.DoyouprovidemanagementwithinformationconcerningoperationalperformanceoftheServiceDesk?
38.Doyouprovidemanagementwithinformationconcerningcustomerawareness/trainingneeds?
39.Doyouprovidemanagementwithinformationconcerningtrendanalysisinincidentoccurrenceandresolution?
Level4.5-外部沟通
40.DoyouholdregularmeetingswithinterestedpartiesinwhichServiceDeskmattersarediscussed?
41.DoestheServiceDeskcontroltheIncidentManagementfunctionandhavetheinterfacesbetweentheServiceDeskandIncidentmanagementbeendefinedandcommunicated?
42.DoestheServiceDeskreceiveinformationfromChangeManagementregardingimpendingchangestoservices?
43.DoestheServiceDeskexchangeinformationwithServiceLevelManagementconcerningbreachesinservicelevelagreementsandtheserviceandsupportcommitmentstheycontain?
Level5-客户界面
44.DoyoucheckwiththecustomeriftheactivitiesperformedbytheServiceDeskadequatelysupporttheirbusinessneeds?
45.Doyoucheckwiththecustomerthattheyarehappywiththeservicesprovided?ITSS考试
46.Areyouactivelymonitoringtrendsincustomersatisfaction?
47.Areyoufeedingcustomersurveyinformationintotheserviceimprovementagenda?
48.Areyoumonitoringthecustomer'svalueperceptionoftheservicesprovidedtothem?
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