最全面的ITSS成熟度评估问卷参考
20150716 淡然续上2.7.3IT成熟度评估问卷及结果 此问卷的评分如下： 1为不知道，2为强烈反对，3为不同意，4为同意，5为完全赞同。此次的IT成熟度问卷调查中，对网络，服务器和通用三个项目组进行了抽样，根据他们的反映，网络安全，连续性，有效性及容量管理均有内部流程，但是无法提供，在此问卷中均视为1 不知道。 ITSS培训问卷如下：
Service Desk平均分
Is there a Service Desk in place within your organisation (either formal or informal)?是否已经存在一个服务台？（正规或者非正式的）5
Are new employees to the organisation briefed on the ways to contact the Service Desk and for what type of issues?新员工是否会向服务台寻求帮助？5
Is the Service Desk the known contact point for all IT problems?这个服务台是否是所有IT问题的联系点？5
Are calls that are taken at the Service Desk recorded in an electronic system?服务台接的电话是否记录在电子系统中？5
Does the Service Desk advise end users of upcoming expected outages?服务台是否会通知用户计划中的停机？5
Does the organisation as a whole feel that the Service Desk is a good investment?是否整个组织都认为服务台是值得投资的？5
Are there easily accessible reports on numbers of calls received, types of calls, etc.?是否有关于接受的电话数量、类型等信息的方便可取的报告？5
Does the Service Desk proactively advise users of the status of their calls, when certain time limits are reached?当到达时间限制时，服务台是否主动通知用户他们的问题的处理状态？2
Is there a user satisfaction survey system in place (either automated for each issue or for instance a quarterly/annual survey)?是否有用户满意度调查系统？5
Do the number of staff working on the Service Desk change in times of peak load?是否根据业务繁忙时间段来调整服务台值班人员的数量？2
Do the Service Desk staff receive adequate training in the use of tools, telephone techniques and general customer support skills?服务台工作人员是否接受过有关服务台工具、电话以及基本的客户支持技能方面的培训？3
Is there an escalation process in place for calls that cannot be resolved at first point of contact with the Service Desk?如果一个问题服务台一线人员不能解决，是否有问题升级(escalation)流程？5
Is there a regular review of Service Desk performance against expected Key Performance Indicators?是否依照设定的关键性能指标(KPI)对服务台的表现进行常规的回顾？5
Do management review Service Desk’s recommendations for service improvements?是否管理评审服务台的改进建议2
Is working on the Service Desk seen as a highly demanding role, requiring expert skills in troubleshooting and people management?是否认为服务台的工作是个高要求的工作，需要解决问题、管理用户等方面的专业技能？3
Does the Service Desk provide trending information and customer satisfaction rating reports to Management?服务台是否向管理层提供趋势分析资料和客户满意度报告？Not applicable
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Security ManagementName 1/Anon.参与者1/匿名
Is there a clear understanding in the organisation of who or which department is responsible for IT security?在组织内部是否清晰定义了谁或那个部门负责IT安全2
Are there physical barriers in place preventing unauthorized access to critical IT equipment?是否有物理隔离防止未经授权访问重要的IT设备5
Have the security needs of the business been documented?是否有安全需求的业务记录2
Is there a commitment within the management team to protect the organisations information?是否有内部管理团队的承诺，保护组织的信息2
Is there an IT Security Plan in place that is constantly reviewed and updated?是否有一个IT安全计划不断被审核和更新到位2
Are there preventative systems in place to protect against electronic attacks (e.g.. Firewalls)?是否有到位预防系统防止电子攻击，例如防火墙5
Are there clear steps in place for handling security breaches?是否有清晰的处理安全漏洞的步骤？2
Do staff in the organisation appreciate the importance of protecting their information and IT Assets?组织内部的全部人员是否重视保护他们的信息和IT资产3
Is Management provided security reports highlighting areas under attack, with suggested strategies?是否管理提交容易遭受攻击区域的安全报告，并给出建议策略3
Are changes to the security profile of the organisation handled through a formal change management process?组织安全策略变更是否通过一个普通变更流程解决2
Is the cost of providing security known and balanced against the value of the information being protected?已公布和结算的安全成本是否违背了呗保护信息的价值2
Are there procedures in place to ensure that the systems protecting the organisation are updated to the latest versions on a known schedule?是否有恰当的流程确保组织保护的系统更新到最新版本在一个已知计划下5
Are there regular reviews with suppliers to ensure that their security measures are adequate?是否有支持深化的规则确保他们的安全需求得到满足2
Are there regular reviews with clients/customers to ensure that your security measures do not hamper the smooth operation of the business?是否对客户/用户有深化规则确保你的安全需求不能妨碍该业务的顺利操作2
Do the Security Management team and the IT Service Continuity Management team have excellent communication channels between them?安全管理团队和IT服务持续性管理团队之间是否有良好的沟通渠道2
Are contracts/agreements with external security providers reviewed on a regular basis for completeness, reporting and relevance?合同/协议是否有余外包安全供应商定期进行基于完整性、报告和相关性的检查2
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Incident ManagementName 1/Anon.参与者1/匿名
Is there a clear understanding by the IT Staff in the organisation of this process?是否清楚地了解组织的事件管理流程？5
Is there enough information captured about incidents when they are registered?当事件被记录时，是否能记录足够的信息？3
Are incidents assigned a classification code that may point to the likely cause of the incident?是否对事件分类？每个事件是否都能够纳入一个分类代码？5
Is there a feeling within the business users that reducing the number of incidents will increase overall productivity?业务部门是否会觉得减少事件的数量有助于提高整个生产力？2
Is there a budget for the provision of incident management tracking tools and the overall Incident reduction?是否有预算用于实现管理和跟踪事件的工具，以及减少事件的发生？5
When closed are incidents assigned a code that points to the actual cause of the incident?当一个事件被解决，是否会置上一个标志表明其原因？5
Before effort is put into solving a new incident are there checks to see if the same incident was dealt with in the past?在投入精力解决一个事件时，是否会先检查以前同样的事件是否发生过、如何解决的？2
Is there sufficient time and budget allowed for training staff in this process area?是否有足够的时间和预算来培训员工该流程的运作？2
Are the procedures in place to assess the user satisfaction levels of incident resolution?是否有关于事件解决满意度的调查？5
Are there suitable reports provided to Management that indicate incidents solved at the Service Desk, first level support, etc.?是否有适当的管理报表？比如：一线支持的问题解决率等3
Are there regular reviews on performance of this process area against documented Key Performance Indicators (KPI's)?是否对事件管理流程的效率进行定期回顾？5
Are all incidents recorded or is there some informal ways users can bypass the process?是否所有的事件都被记录，是否有一些非正式的渠道使得用户能够绕过流程操作？（比如，用户直接打电话给二线支持人员。）5
Is there a good flow of information from Incident Management into the Problem Management process?从事件管理流程到问题管理流程是否有良好的信息流？3
Is there a list of high priority users that receive preferential treatment when registering incidents?当用户报告事件时，是否区分VIP用户，使这部分用户得到优先照顾？3
Is there a procedure in place for dealing with high impact incidents?是否有专门的步骤处理影响度高的事件？5
Is each incident given it's own unique identifying number?是否为每个事件分配一个唯一的事件序号？5
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Problem ManagementName 1/Anon.参与者1/匿名
Is there a clear understanding by the IT Staff in the organisation of this process?是否清楚了解组织的问题管理流程？3
Is it clear who in the organisation should be assigned problems to be dealt with?是否了解什么样的问题应该分派给哪些人？3
Is there a list of workarounds maintained and used while more detailed analysis is done?当进行详细分析时，是否有一个工作清单？3
Does the process owner undertake proactive problem management (looking for potential areas of failure, before they occur)?问题主管是否了解预防式问题管理（在问题发生之前寻找可能发生问题的部份，采取预防措施）2
Is there sufficient time and budget allowed for training staff in this process area?是否有足够的时间和预算来培训员工该流程的运作？2
Does the Process owner analyze incident information to look for incident trends?问题主管是否分析事件的信息，以找出事件发展趋势？1
Is there management commitment to support staff allocating sufficient time for structural problem solving activities?管理层是否承诺给与支持人员解决问题所需的足够的时间？3
Is the organisation committed to reducing the total number of problems and the number of incidents that interrupt the conduct of business? 是否有这样的指标：减少问题的数量和减少影响业务的事件发生的数量？5
Are there suitable reports provided to Management that indicate numbers of problems outstanding & resolved, etc.?是否有适当的管理报表？比如：特别突出的问题、解决掉的问题数量等等5
Have the responsibilities for problem management been assigned?是否明确定义了问题管理的责任？3
Are electronic tools used in this process area well utilized?是否充分利用了相关的电子工具？3
Is there a procedure by which potential problems are classified, in terms of category, urgency, priority and impact and assigned for investigation? 问题是否进行分类？比如：类别、紧急程度、对业务的影响度和处理的优先级5
Does the Problem Management process have a good line of communication with the Change Management process area?问题管理流程是否与变更管理流程有良好的接口？4
Is infrastructure monitored after problem resolution?当问题解决后，是否会监控系统进行观察？3
Are there regular reviews on performance of this process area against documented Key Performance Indicators (KPI's)?此流程是否根据文档化的关键绩效指标（KPIs），定期的回顾绩效？1
Does this process area exchange information with a variety of other process areas?是否与其他流程有信息交互？3
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Configuration ManagementName 1/Anon.参与者1/匿名
Is there sufficient time and budget allowed for training staff in this process area?是否有足够的时间和预算来培训员工该流程的运作？2
Is there a published and accepted list of what is considered to be the highest priority components of the infrastructure?是否有一份发布并为大家所接受的关于整个系统中属于最高优先级的部件清单？2
Is there a known and documented naming convention in place for all Configuration items (CI's)?是否有一份明确定义的部件命名规范？5
Are there procedures in place to ensure that the process cannot be bypassed?是否有一系列步骤来保障配置管理流程不被绕开？2
Is there a clear understanding by the IT Staff in the organisation of this process?您是否清楚地了解该流程？ ITSS认证4
Is the level of information held matched to the organizational requirements?配置管理所维护的信息是否符合结构化的要求？4
Are electronic tools used in this process area well utilized?是否采用电子化的工具来进行管理？5
Is there a Definitive Software Library and a Definitive Hardware Store within the organisation (physical storage locations for software and hardware)?是否有指定的软件和硬件设备存放地点？2
Are all relevant components adequately labeled?是否所有相关的设备都有明确的标签？3
Does this process area exchange information with a variety of other process areas?是否与其他流程有信息交互？4
Are problem CI's identified automatically highlighted by defining rules in the CMDB?有问题的设备是否会被作上特殊标记？2
Does the structure of the Configuration Management Database (CMDB) help to prevent duplication of entries?配置管理数据库的结构是否能够预防重复输入？2
Is there a regular review of the activities associated with this process?是否定期回顾本流程的相关活动？2
Is there a good flow of information from Configuration Management into the Release Management area?本流程与版本管理流程是否有信息交流？2
Are there regular reviews on performance of this process area against documented Key Performance Indicators (KPI's)?是否对配置管理流程的效率(或KPI指标）定期回顾？2
Is there a schedule of audit activity that is followed to check CMDB accuracy?是否有一个审计的日程以检查配置管理数据库的准确性？2
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Release ManagementName 1/Anon.参与者1/匿名
Has a release policy been agreed with the business representatives?发布策略是否与业务代表进行协商5
Is their a well defined change management process within the organisation?组织内是否有一个定义好的变更流程管理2
Is the master copy software/applications used in the organisation held in a physically secure location (DSL)?组织内使用的软件和应用的原版拷贝是否被保存2
Is there sufficient time and budget allowed for training staff in this process area?是否有足够时间和预算允许培训这个流程范围的员工3
Are electronic tools used in this process area well utilized?电子工具在这个流程是否很好被使用2
Are test plans and back out plans prepared for each release?每个发布是否准备了测试计划和回滚计划5
Is there a regular review of the activities associated with this process?是否有与此过程有关的活动，定期审查3
Is the CMDB updated with new details once a release is distributed?在每次发布后，CMDB是否被更新成最新2
Are there standard setups that can be quickly deployed on standard equipment that comes into the organisation?是否有标准的快递部署在组织内部的标准设备的设置2
Is there a schedule maintained of expected releases and their expected release date?是否有工艺被维护的预期发布和预期发布日期的进度表3
Is there a clear understanding by the IT Staff in the organisation of this process?是否清晰地了解这个流程4
Are the release numbers and naming conventions in place?发布数量和命名是否恰当协定2
Is the development environment properly insulated from the production or live environment?开发环境是否与生产和现实环境隔离5
Are post release reviews held as part of a continual improvement program?发布岗位的审核是否作为持续改善的一部分2
Does this process area exchange information with a variety of other process areas?这个流程是否与其他流程交换信息2
Are there regular reviews on performance of this process area against documented Key Performance Indicators (KPI's)?是否有定期审查这个流程方面的工作情况2
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Change ManagementName 1/Anon.参与者1/匿名
Is there a clear understanding by the IT Staff in the organisation of this process?是否清楚了解支撑中心的问题管理流程？5
Are change requests check and verified for completeness prior to their submission?在变更提交前，是否检查和验证其完整性？2
Is there sufficient time and budget allowed for training staff in this process area?是否有足够的时间和预算来培训员工该流程的运作？2
Are electronic tools used in this process area well utilized?是否采用电子化的工具来进行管理？5
Has the Change Advisory Board (CAB) been established with appropriate terms of reference (meeting times, authority, etc.)?是否使用变更公告板来发布适当的指导信息（如：会议时间、授权人等）?2
Are all changes submitted recorded (even ones that are rejected)?是否所有的变更都有记录（包括被拒绝的变更）？5
Is there a procedure in place to handle Emergency Changes?是否有紧急变更的步骤？2
Does the process area produce a Forward Schedule of Changes (FSC) (expected changes for the future)?变更流程是否包括对将来要进行的变更的日程安排？2
Is there a regular review of the activities associated with this process?是否定期回顾本流程的相关活动？2
Are business representatives involved with major changes?大的变更是否会邀请业务部门的代表参与？2
Is there a clear distinction between a change request (e.g.. Upgrade application) and a service request (e.g.. Resetting a password)?是否清晰地区分变更请求（如：更新应用）与服务请求（如：重置密码）之间的不同？5
Does this process area exchange information with a variety of other process areas?是否与其他流程有信息交互？4
Are there regular reviews on performance of this process area against documented Key Performance Indicators (KPI's)?此流程是否根据文档化的关键绩效指标（KPIs），定期的回顾绩效？2
Are multiple changes grouped and then properly scheduled to minimize the impact to the business users?是否将多个变更在适当的时间一起实施，以减少对业务的影响？2
Are changes categorized according to their impact and urgency?变更是否按照其影响度和紧急程度分类？3
Are changes assessed on the value they will deliver to the business prior to their approval?在变更得到批准前，是否对其所可能带来的业务收益进行评估？5
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Service Level ManagementName 1/Anon.参与者1/匿名
Is there a clear understanding by the IT Staff in the organisation of this process?在这个流程中的人员是否清晰的了解4
Is there a regular review of the activities associated with this process?是否有与此过程有关的活动，定期审查4
Are there Service Level Agreements (SLA) in place that follow a defined structure?服务级别协议是否恰当的遵循一个定义的架构5
Does this process area exchange information with a variety of other process areas?这个流程是否与其他流程交换信息5
Are agreements with external suppliers (Underpinning contracts) documented and reflected in the SLA's?与外包供应商的协议 是否记录和反映在服务级别协议中5
Is there a Service Catalog that describes the services offered by the IT organisation?IT组织是否有一个描述提供服务内容的服务目录5
Is there a good communication channel between the IT Service Level Manager and the customer/business representative?是否有一个好的沟通渠道在IT的服务级别管理和用户/业务代表之间4
Have all SLA's been accepted (signed off) by customers/business representatives?所有的服务级别协议是否被用户/业务代表接受5
Is there an adequate Service Improvement Plan (SIP) that can be followed when SLA's are seriously breached?是否有一个恰当的服务改进计划能够被遵循，当服务级别协议被严重突破后5
Is there sufficient time and budget allowed for training staff in this process area?是否有足够时间和预算允许培训这个流程范围的员工2
Are electronic tools used in this process area well utilized?电子工具在这个流程是否很好被使用3
Are there regular reviews on performance of this process area against documented Key Performance Indicators (KPI's)?是否有定期审查这个流程方面的工作情况2
Are SLA's written in such a way that changing Service Level Requirements (SLRs) can be easily incorporated and agreed upon?服务水平协议被编写按照这样一种方式，改变服务水平需求变更能整合成一体并达成一致3
Are regular service review meetings held to discuss current and future requirements of the IT organisation?是否定期召开服务平时会议，讨论当前和未来IT组织的需求2
Does the SLA structure include features such as reliability, security, service hours, support, response times, turnaround times, performance criteria?服务街边协议是否包括像可靠性、安全、服务时间、支持、响应时间、反馈时间、执行标准性内容5
Can new services be easily incorporated into the Service Level Management process?新服务是否能够很容易合并到服务级别管理流程中5
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IT Service Continuity ManagementName 1/Anon.参与者1/匿名
Is there a clear understanding by the IT Staff in the organisation of this process?这一流程中的人员是否有清晰的了解1
Is there a regular review of the activities associated with this process?是否有与流程有关的活动，定期审查1
Is there a regular Business Impact Analysis (BIA) that reviews the services used by the business and the impact if they are lost?是否定期进行业务影响分析去回顾服务的使用和当服务不可用时的影响1
Is there a documented and known recovery plan in place for each service area, in the event of an unforeseen issue?当突发事件发生，是否为每个服务区域制定文档和恢复计划1
Do changes to the IT Service Continuity Plans go through a formal change management process?IT服务持续性计划的改动通过一个普通的变更管理流程？1
Does this process area exchange information with a variety of other process areas?这个流程是否与其他流程交换信息1
Are there regular backups of critical data taken and stored securely?是否有定期备份关键数据和采取安全存储？1
Are electronic tools used in this process area well utilized?电子工具在这个流程是否很好被使用1
Is the cost of continuity planning balanced against the value to the business?连续性规划成本与业务价值平衡？1
Is there sufficient time and budget allowed for training staff in this process area?是否有足够时间和预算允许培训这个流程范围的员工1
Is there a continual check to find more effective solutions to incorporate into the ITSCM plan?是否有一个持续坚持，用于发现更多有效解决方案，并把这些合并到IT服务持续性管理机会中1
Does the IT Service Continuity Management plan form part of the Business Continuity Plan?IT服务持续性管理计划是否来源于业务可持续计划的一部分1
Is there a clear understanding of the recovery options available (manual work-around, reciprocal, gradual, intermediate, immediate)?是否存在回复可用性选型可以清晰理解（工作范围手册、相反的、间接的、中间的、直接的）1
Is there sufficient testing of the ITSCM plan?是否对IT服务持续性管理计划充分的测试1
Are critical backups of information tested on a regular basis?关键信息备份是否按照基本规则测试1
Are there regular reviews on performance of this process area against documented Key Performance Indicators (KPI's)?是否有定期审查这个流程方面的工作情况1
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Financial Management for ITName 1/Anon.参与者1/匿名
Is there a clear understanding by the IT Staff in the organisation of this process?这个流程中人员是否有清晰的了解1
Is there a regular review of the activities associated with this process?是否有与此过程有关的活动，定期审查1
Do you have a good insight into the costs of running the IT environment?你有没有对IT环境的运行的费用有了深入的了解1
Can costs of providing current services to the business be demonstrated easily?对当前业务提供服务的价值是否能够容易的被证明1
Are actual costs compared to budgeted costs on a regular basis?实际价值对比是否与核算按照规则进行对比1
Are financial audits conducted regularly?是否定期进行财务审计1
Is there sufficient time and budget allowed for training staff in this process area?是否有足够时间和预算允许培训这个流程范围的员工1
Can variances of actual to budgeted costs be easily traced?实际与预算成本的差异是否能被容易的追溯1
Does this process area exchange information with a variety of other process areas?这个流程是否与其他流程交换信息1
Is there clear understanding of operating versus capital costs, indirect versus direct and fixed costs versus variable costs?是否有明确的了解，经营与资本成本，直接和间接与固定成本与可变成本1
Are financial reports simple and easy to understand?财务报告是简单和容易理解的吗？1
Is it understood whether the IT department operates as a recovery center, profit center or simply an accounting center?是否了解IT部门是否作为恢复运作中心，利润中心，或仅仅是会计核算中心1
Are electronic tools used in this process area well utilized?电子攻击在这个流程是否很好被使用1
Is the charging model used by the IT organisation defined and understood?收费模式是否被IT组织定义和理解1
Are there regular reviews on performance of this process area against documented Key Performance Indicators (KPI's)?时和覅有定期审查这个流程方面的工作情况1
Are checks made on the suitability for outsourcing or insourcing aspects of the IT environment against current known costs?是否针对IT环境外包资源或内部资源方面当前的已知成本进行检查1
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Availability ManagementName 1/Anon.参与者1/匿名
Is there a clear understanding by the IT Staff in the organisation of this process?这个流程中的人员是否有清晰的了解1
Is there a regular review of the activities associated with this process?是否有与此过程有关的活动，定期审查1
Are there regular reviews on performance of this process area against documented Key Performance Indicators (KPI's)?是否有定期审查这个流程方面的工作情况1
Are the availability targets set by the organisation SMART (Simple, Measurable, Achievable, Realistic, Time bound)?1
Are electronic tools used in this process area well utilized?电子工具在这个流程是否很好被使用1
Are availability statistics published on a regular basis?是否定期公布可用性方面资料？1
Does this process area exchange information with a variety of other process areas?这个流程是否与其他流程交换信息1
Does this process area provide information to the Change Management process area, about the impact of proposed changes?关于已建议的变更的影响（分析），这个流程是否给变更管理流程提供信息1
Is it accepted that high service availability is one of the key factors in high customer satisfaction ratings?在客户满意度方面，是否接受高可用性是其关键因素之一1
Is there sufficient time and budget allowed for training staff in this process area?是否有足够时间和预算允许培训这个流程范围的员工1
Is there a regular review of current infrastructure against required availability, with a view to optimizing equipment (lowering cost)?是否有以最优化设备（低成本）为目的，定期检查可用性需求针对当前基础架构1
Can the cost of system failure be calculated (tangible and intangible)?系统故障成本是否能计算出来（有形和无形）1
Has the cost of high systems availability been analyzed alongside the business benefits?高可用性系统的成本是否分析了周围业务的利益1
Are any accepted periods of service downtime for maintenance known and accepted by the customer/business representative?已知周期维护的服务停机时间是否被接受，是被客户/业务代表接受1
There is an accepted procedure for investigating reasons for high unavailability?是否有一个流程用于调查严重不可用的原因1
Trend analysis is carried out on availability data, to help identify potential future bottlenecks?对可用性数据进行趋势分析，有助于识别潜在未来的瓶颈1
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Capacity ManagementName 1/Anon.参与者1/匿名
Is there a clear understanding by the IT Staff in the organisation of this process?这个流程汇总的人员是否有清晰的了解1
Is there a regular review of the activities associated with this process?是否有与此过程有关的活动，定期审查1
Are there regular reviews on performance of this process area against documented Key Performance Indicators (KPI's)?是否定期审查这个流程方面的工作情况1
Are electronic tools used in this process area well utilized?电子工具在这个流程是否很好被使用1
Attempts are made to influence the behavior of users to spread the peak load on services into non-peak times?努力改变用户的行为从服务高峰到非高峰时段1
Is there sufficient time and budget allowed for training staff in this process area?是否有足够时间和预算允许培训这个流程范围的员工1
Threshold alarms in place for individual services that alert staff about approaching maximum capacity limits?当个别服务突发容量最大警戒值时是否开始报警1
There is a clear understanding of the differences between Business Capacity, Service Capacity and Resource Capacity Management?是否清晰理解业务能力、服务能力、资源能力之间的差异1
Does this process area exchange information with a variety of other process areas?这个流程是否与其他流程交换信息1
Key components (resources) are monitored for capacity load (e.g.. Hard disk, memory, CPU, etc.).容易负载的关键组件被监控 ITSS考试1
Capacity data is constantly analyzed to help in resolution of incidents and problems?容量数据经常被分析有助于事件和问题的解决1
Changes to the capacity of the IT environment are handled through a formal Change Management process?IT环境的容量变更是否通过一个普通的变更流程1
There is continual review of new products and technologies?新产品与技术是否经常被审核1
Business capacity requirements are known well in advance - due to regular meetings and discussions about new services and changing requirements?业务能力需求被恰当的提前通知-由于定期会议和讨论关于新服务和需求变更1
The process is able to simulate the effects on capacity of new services or changes to existing services?这个流程能够模拟新服务或更改现有的服务能力的影响1
Data relating to capacity is stored in a Capacity database (CDB) - allowing for powerful analysis and investigation?能力关系数据被存储在能力库--允许强大的分析和调查1
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待续http://ITIL-foundation.cn/thread-51594-1-1.html本帖关键字：ITSS 这个调查表不错。。有文档嘛 谢谢分享
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