在ITSS项目管理里，服务台最终解决了哪些问题

1.DoesaServiceDeskexistwhichmanages，co-ordinatesandresolvesincidentsreportedbycustomers?

2.IstheServiceDesktherecognisedpointofcontactforallcustomer/userqueries?ITSS培训

3.DoestheServiceDeskprovideinformationtocustomersregardingplannedchanges?

4.IsthebusinessneedforaServiceDeskclearlyidentifiedandunderstood?

5.Istheresufficientmanagementcommitment，budgetprovisionandresourceavailablefortheeffectiveoperationoftheServiceDesk?

6.IstheServiceDeskperceivedasastrategicfunctionbySeniorManagers?

7.HasthepurposeandbenefitsoftheServiceDeskbeendisseminatedwithintheorganisation?

8.Hasaneducationand/ortrainingprogrammebeenconductedforcustomersandusersintheuseoftheServiceDeskanditsbenefits

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?

19.DoestheServiceDeskprovideasinglepointofcontactforallcustomerqueries?ITSS认证

20.DoestheServiceDeskhaveaccesstoalibraryofallproduct，hardwareandsoftwaredocumentationandreferencematerialusedbycustomer/users?

21.Aremajorincidents/problems/changesfromthepreviousweekreviewedwithcustomers?

22.Doesacustomerlistexistandisitusedtomonitorcustomersatisfactionlevels?

23.Aresecond-linesupportstaffinvolvedintheServiceDesk，eitheronafulltimeorarotationalbasis?

24.Isasinglesourceofcustomer/userandsupplierdetailsmaintained?

25.Arestandardpro-forma'savailableforcapturingcustomer/userdetailsandidentification?

26.AretheservicesofferedbytheServiceDeskclearlydefinedforcustomersandotherparties?

27.Arereportsregularlyproducedforalltheteamscontributingtotheserviceprovisionprocess，concerningtypesofcustomercontacts?

28.Isaworkloadanalysisproducedtohelpdeterminestaffinglevels?

29.Areweeklymanagementreviewsheldtohighlightserviceavailability，customersatisfactionandmajorincidentareas?

30.DomanagementreviewServiceDesk’srecommendationsforserviceimprovements?

31.ArethestandardsandotherqualitycriteriaapplicablefortheregistrationofincidentsandforcallhandlingmadecleartoServiceDeskoperators?

32.AreServiceLevelAgreementsavailableandunderstoodbyServiceDeskoperators

33.ArethepersonnelresponsibleforServiceDeskactivitiessuitablytrained?

34.DoestheorganisationsetandrevieweithertargetsorobjectivesfortheServiceDesk?

35.AretheresuitabletoolsinusetosupporttheServiceDeskfunction?

36.Doyouprovidemanagementwithinformationconcerningcustomersatisfactionwithservices?

37.DoyouprovidemanagementwithinformationconcerningoperationalperformanceoftheServiceDesk?

38.Doyouprovidemanagementwithinformationconcerningcustomerawareness/trainingneeds?

39.Doyouprovidemanagementwithinformationconcerningtrendanalysisinincidentoccurrenceandresolution?

40.DoyouholdregularmeetingswithinterestedpartiesinwhichServiceDeskmattersarediscussed?

41.DoestheServiceDeskcontroltheIncidentManagementfunctionandhavetheinterfacesbetweentheServiceDeskandIncidentmanagementbeendefinedandcommunicated?

42.DoestheServiceDeskreceiveinformationfromChangeManagementregardingimpendingchangestoservices?

43.DoestheServiceDeskexchangeinformationwithServiceLevelManagementconcerningbreachesinservicelevelagreementsandtheserviceandsupportcommitmentstheycontain?

44.DoyoucheckwiththecustomeriftheactivitiesperformedbytheServiceDeskadequatelysupporttheirbusinessneeds?

45.Doyoucheckwiththecustomerthattheyarehappywiththeservicesprovided?ITSS考试

46.Areyouactivelymonitoringtrendsincustomersatisfaction?

47.Areyoufeedingcustomersurveyinformationintotheserviceimprovementagenda?

48.Areyoumonitoringthecustomer'svalueperceptionoftheservicesprovidedtothem?