Level 1 - 基础
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1. Does a Service Desk exist which manages， co-ordinates and resolves incidents reported by customers?
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2. Is the Service Desk the recognised point of contact for all customer/user queries? ITSS培训
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3. Does the Service Desk provide information to customers regarding planned changes?
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Level 1.5 - 管理目的
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4. Is the business need for a Service Desk clearly identified and understood?
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5. Is there sufficient management commitment， budget provision and resource available for the effective operation of the Service Desk?
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6. Is the Service Desk perceived as a strategic function by Senior Managers?
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7. Has the purpose and benefits of the Service Desk been disseminated within the organisation?
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8. Has an education and/or training programme been conducted for customers and users in the use of the Service Desk and its benefits
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Level 2 - 流程的功能
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9. Have the functions of the Service Desk been agreed?
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10. Do Service Desk operators have a procedure or strategy for obtaining the required information from customers whilst call handling?
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11. Does the Service Desk provide the customer/user with information on service availability， an incident number or reference for use in follow-up communications， and progress updates on any request being managed by the service team?
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12. Does the Service Desk make an initial assessment of all requests received， attempting to resolve appropriate requests or referring them to someone who can， based on agreed service levels?
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13. Does the Service Desk communicate planned and short-term changes of service levels to customers?
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14. Does the Service Desk provide a status update to the customer on the closure of incidents?
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15. Does the Service Desk provide management information and make recommendations for service improvement?
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16. Has a study of the workload mix been conducted to determine the required staff levels， skill type and the associated costs of the Service Desk?
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17. Are customer satisfaction surveys carried out by the Service Desk?
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18. Is the Service Desk notified of new services or changes to existing services?
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Level 2.5 - 内部支持
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19. Does the Service Desk provide a single point of contact for all customer queries? ITSS认证
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20. Does the Service Desk have access to a library of all product， hardware and software documentation and reference material used by customer / users?
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21. Are major incidents/problems/changes from the previous week reviewed with customers?
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22. Does a customer list exist and is it used to monitor customer satisfaction levels?
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23. Are second-line support staff involved in the Service Desk， either on a full time or a rotational basis?
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Level 3 -工具
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24. Is a single source of customer / user and supplier details maintained?
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25. Are standard pro-forma's available for capturing customer / user details and identification?
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26. Are the services offered by the Service Desk clearly defined for customers and other parties?
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27. Are reports regularly produced for all the teams contributing to the service provision process， concerning types of customer contacts?
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28. Is a workload analysis produced to help determine staffing levels?
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29. Are weekly management reviews held to highlight service availability， customer satisfaction and major incident areas?
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30. Do management review Service Desk’s recommendations for service improvements?
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Level 3.5 - 质量控制
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31. Are the standards and other quality criteria applicable for the registration of incidents and for call handling made clear to Service Desk operators?
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32. Are Service Level Agreements available and understood by Service Desk operators
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33. Are the personnel responsible for Service Desk activities suitably trained?
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34. Does the organisation set and review either targets or objectives for the Service Desk?
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35. Are there suitable tools in use to support the Service Desk function?
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Level 4 - 管理报告
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36. Do you provide management with information concerning customer satisfaction with services?
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37. Do you provide management with information concerning operational performance of the Service Desk?
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38. Do you provide management with information concerning customer awareness/ training needs?
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39. Do you provide management with information concerning trend analysis in incident occurrence and resolution?
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Level 4.5 - 外部沟通
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40. Do you hold regular meetings with interested parties in which Service Desk matters are discussed?
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41. Does the Service Desk control the Incident Management function and have the interfaces between the Service Desk and Incident management been defined and communicated?
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42. Does the Service Desk receive information from Change Management regarding impending changes to services?
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43. Does the Service Desk exchange information with Service Level Management concerning breaches in service level agreements and the service and support commitments they contain?
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Level 5 - 客户界面
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44. Do you check with the customer if the activities performed by the Service Desk adequately support their business needs?
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45. Do you check with the customer that they are happy with the services provided? ITSS考试
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46. Are you actively monitoring trends in customer satisfaction?
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47. Are you feeding customer survey information into the service improvement agenda?
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48. Are you monitoring the customer's value perception of the services provided to them?
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