从ITSS事件管理的问题中，我们了解到啥？

1.Areincidentrecordsmaintainedforallreportedincidents?

2.AreincidentscurrentlyassessedandclassifiedbytheServiceDeskpriortoreferringthemtoaspecialist?ITSS考试

3.Isthereanincidentmanagerresponsibleformanagingandescalatingincidents?

4.Isthebusinesscommittedtoreducingtheimpactofincidentsbytheirtimelyresolution?

5.Havemanagementcommitment，budgetandresourcebeenmadeavailableforincidentmanagement?

6.HaveIncidentManagementbeenmadeawareofthebusinessdriversandneedswhichwilldrivethepriorityfordealingwithincidents?

7.HasaneducationandtrainingprogrammebeenconductedfortheServiceDeskandincidentmanagersoutliningtheirrelationshipsandinterfaceswitheachotherandwithproblem，changeandconfigurationmanagement?

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?

18.Doesincidentmanagementmatchincidentsagainsttheproblemandknownerrordatabase?

19.DoesincidentmanagementinformtheServiceDeskandproblemmanagementofwork-arounds?

20.Areincidentswhichbreachagreedserviceleveltargetsidentifiedandtheincidentresolutionteaminformedofthebreach?

21.Areincidentrecordsmaintainedforallreportedincidents(includingresolutionand/orworkaround)?

22.Arerequestsforchangesproduced，ifnecessary，forincidentresolution?ITSS认证

23.AreresolvedandclosedincidentrecordsupdatedandclearlycommunicatedtotheServiceDesk，customersandotherparties?

24.Arereportsregularlyproducedforalltheteamscontributingtotheincidentresolutionprocess，concerningincidentstatus?

25.Isaworkloadanalysisproducedtohelpdeterminestaffinglevels?

26.Aremanagementreviewsheldtohighlightescalatedincidentdetails?

27.Arethestandardsandotherqualitycriteriaapplicablefortheregistrationofincidentsandforcallhandlingmadecleartotheincidentmanagementteam?

28.AreServiceLevelAgreementsavailableandunderstoodbyincidentmanagement?

29.Arethepersonnelresponsibleforincidentmanagementsuitablytrained?

30.Doestheorganisationsetandrevieweithertargetsorobjectivesforincidentmanagement?

31.AretheresuitabletoolsinusetosupporttheIncidentManagementfunction?

32.Doyouprovidemanagementwithinformationconcerningtrendanalysisinincidentoccurrenceandresolution?

33.Doyouprovidemanagementwithinformationconcerningescalatedincidents?

34.DoyouprovidemanagementwithinformationconcerningpercentageofIncidentshandledwithinagreedresponsetime

35.DoyouprovidemanagementwithinformationconcerningpercentageofincidentsclosedbyServiceDeskwithoutreferencetootherlevelsofsupport

36.DoyouholdregularmeetingswiththeServiceDesktodiscussincidentsraised，progressed，escalatedandclosed?

37.HavetheinterfacesbetweentheServiceDeskandincidentmanagementbeendefinedandcommunicated?

38.DoesincidentmanagementexchangeinformationwithProblemManagementconcerningrelatedproblemsand/orknownerrors?

39.DoesincidentmanagementexchangeinformationwithConfigurationManagementregardingeaseofuseofconfigurationrecords，configurationanomaliesandthepotentialflaggingofconfigurationitem，e.g.as'failed'(orequivalent)?

40.DoesincidentmanagementreceiveinformationfromChangeManagementregardingimpendingchangestoservices?

41.DoesincidentmanagementexchangeinformationwithChangeManagementregardingthedetailsofpossiblechangestoresolveparticularincidents/problems?

42.DoesincidentmanagementexchangeinformationwithServiceLevelManagementconcerningbreachesinservicelevelagreementsandtheserviceandsupportcommitmentstheycontain?

43.DoyoucheckwiththecustomeriftheactivitiesperformedbyIncidentManagementManagementadequatelysupportthebusinessneeds?

44.Doyoucheckwiththecustomerthattheyarehappywiththeservicesprovided?

45.Areyouactivelymonitoringtrendsincustomersatisfaction?ITSS培训

46.Areyoufeedingcustomersurveyinformationintotheserviceimprovementagenda?

47.Areyoumonitoringthecustomersvalueperceptionoftheservicesprovidedtothem?