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