从ITSS事件管理的问题中，我们了解到啥？
本帖最后由monicazhang于2015-9-2416:29编辑20150924淡然续上
5.3事件管理评估问题
Level1:基础
1.Areincidentrecordsmaintainedforallreportedincidents?
2.AreincidentscurrentlyassessedandclassifiedbytheServiceDeskpriortoreferringthemtoaspecialist?ITSS考试
3.Isthereanincidentmanagerresponsibleformanagingandescalatingincidents?
Level1.5:管理目的
4.Isthebusinesscommittedtoreducingtheimpactofincidentsbytheirtimelyresolution?
5.Havemanagementcommitment，budgetandresourcebeenmadeavailableforincidentmanagement?
6.HaveIncidentManagementbeenmadeawareofthebusinessdriversandneedswhichwilldrivethepriorityfordealingwithincidents?
7.HasaneducationandtrainingprogrammebeenconductedfortheServiceDeskandincidentmanagersoutliningtheirrelationshipsandinterfaceswitheachotherandwithproblem，changeandconfigurationmanagement?
Level2:流程
8.Isanincidentdatabasemaintainedrecordingdetailsforallreportedincidents?
9.AreallincidentsmanagedinconformancewiththeproceduresdocumentedinSLAs?
10.Isthereaprocedureforclassifyingincidents，withadetailedsetofclassification，prioritisationandimpactcodes?
11.Isthereaprocedureforassigning，monitoringandcommunicatingtheprogressofincidents?
12.DoesincidentmanagementprovidetheServiceDeskorCustomer/Userwithprogressupdatesonthestatusofincidents?
13.Isthereaprocedurefortheclosureofincidents?
14.DoesincidentmanagementprovidetheServiceDeskwithmanagementinformationandrecommendationsforserviceimprovement?
15.Areincidentmanagersempoweredtoenforceagreedcustomerservicelevelswithsecondlinesupportandthirdpartysuppliers?
16.Doincidentmanagersco-ordinateproblemmanagement，supportstaffandITservicesmanagementwhenamajorincidentoccurs?
17.Hasastudyoftheworkloadmixbeenconductedtodeterminetherequiredstafflevels，skilltypeandtheassociatedcostsofincidentmanagement?
Level2.5:内部支持
18.Doesincidentmanagementmatchincidentsagainsttheproblemandknownerrordatabase?
19.DoesincidentmanagementinformtheServiceDeskandproblemmanagementofwork-arounds?
20.Areincidentswhichbreachagreedserviceleveltargetsidentifiedandtheincidentresolutionteaminformedofthebreach?
Level3:工具
21.Areincidentrecordsmaintainedforallreportedincidents(includingresolutionand/orworkaround)?
22.Arerequestsforchangesproduced，ifnecessary，forincidentresolution?ITSS认证
23.AreresolvedandclosedincidentrecordsupdatedandclearlycommunicatedtotheServiceDesk，customersandotherparties?
24.Arereportsregularlyproducedforalltheteamscontributingtotheincidentresolutionprocess，concerningincidentstatus?
25.Isaworkloadanalysisproducedtohelpdeterminestaffinglevels?
26.Aremanagementreviewsheldtohighlightescalatedincidentdetails?
Level3.5:质量控制
27.Arethestandardsandotherqualitycriteriaapplicablefortheregistrationofincidentsandforcallhandlingmadecleartotheincidentmanagementteam?
28.AreServiceLevelAgreementsavailableandunderstoodbyincidentmanagement?
29.Arethepersonnelresponsibleforincidentmanagementsuitablytrained?
30.Doestheorganisationsetandrevieweithertargetsorobjectivesforincidentmanagement?
31.AretheresuitabletoolsinusetosupporttheIncidentManagementfunction?
Level4:管理报告
32.Doyouprovidemanagementwithinformationconcerningtrendanalysisinincidentoccurrenceandresolution?
33.Doyouprovidemanagementwithinformationconcerningescalatedincidents?
34.DoyouprovidemanagementwithinformationconcerningpercentageofIncidentshandledwithinagreedresponsetime
35.DoyouprovidemanagementwithinformationconcerningpercentageofincidentsclosedbyServiceDeskwithoutreferencetootherlevelsofsupport
Level4.5:和其他流程的关系
36.DoyouholdregularmeetingswiththeServiceDesktodiscussincidentsraised，progressed，escalatedandclosed?
37.HavetheinterfacesbetweentheServiceDeskandincidentmanagementbeendefinedandcommunicated?
38.DoesincidentmanagementexchangeinformationwithProblemManagementconcerningrelatedproblemsand/orknownerrors?
39.DoesincidentmanagementexchangeinformationwithConfigurationManagementregardingeaseofuseofconfigurationrecords，configurationanomaliesandthepotentialflaggingofconfigurationitem，e.g.as'failed'(orequivalent)?
40.DoesincidentmanagementreceiveinformationfromChangeManagementregardingimpendingchangestoservices?
41.DoesincidentmanagementexchangeinformationwithChangeManagementregardingthedetailsofpossiblechangestoresolveparticularincidents/problems?
42.DoesincidentmanagementexchangeinformationwithServiceLevelManagementconcerningbreachesinservicelevelagreementsandtheserviceandsupportcommitmentstheycontain?
Level5:用户界面
43.DoyoucheckwiththecustomeriftheactivitiesperformedbyIncidentManagementManagementadequatelysupportthebusinessneeds?
44.Doyoucheckwiththecustomerthattheyarehappywiththeservicesprovided?
45.Areyouactivelymonitoringtrendsincustomersatisfaction?ITSS培训
46.Areyoufeedingcustomersurveyinformationintotheserviceimprovementagenda?
47.Areyoumonitoringthecustomersvalueperceptionoftheservicesprovidedtothem?
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