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?

待续http://www.ITILxf.com/thread-52431-1-1.html

本帖关键字：ITSS

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?

待续http://www.ITILxf.com/thread-52431-1-1.html

本帖关键字：ITSS