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