Minimum score to achieve this level: 'Y' for all mandatory (blue colouring, bold font') questions + 1 other answer 'Y'
Level 1 - Pre-requisites
Are incident records maintained for all reported incidents?
Are incidents currently assessed and classified by the Service Desk prior to referring them to a specialist?
Is there an incident manager responsible for managing and escalating incidents?
Level 1.5 - Management Intent
Is the business committed to reducing the impact of incidents by their timely resolution?
Have management commitment, budget and resource been made available for incident management?
Have Incident Management been made aware of the business drivers and needs which will drive the priority for dealing with incidents?
Has an education and training Program been conducted for the Service Desk and incident managers outlining their relationships and interfaces with each other and with problem, change and configuration management?
Level 2 - Process Capability
Is an incident database maintained recording details for all reported incidents?
Are all incidents managed in conformance with the procedures documented in SLAs?
Is there a procedure for classifying incidents, with a detailed set of classification, prioritisation and impact codes?
Is there a procedure for assigning, monitoring and communicating the progress of incidents?
Does incident management provide the Service Desk or Customer/User with progress updates on the status of incidents?
Is there a procedure for the closure of incidents?
Does incident management provide the Service Desk with management information and recommendations for service improvement?
Are incident managers empowered to enforce agreed customer service levels with second line support and third party suppliers?
Do incident managers co-ordinate problem management, support staff and IT services management when a major incident occurs?
Has a study of the workload mix been conducted to determine the required staff levels, skill type and the associated costs of incident management?
Level 2.5 - Internal Integration
Does incident management match incidents against the problem and known error database?
Does incident management inform the Service Desk and problem management of work-arounds?
Are incidents which breach agreed service level targets identified and the incident resolution team informed of the breach?
Level 3 - Products
Are incident records maintained for all reported incidents (including resolution and/or workaround)?
Are requests for changes produced, if necessary, for incident resolution?
Are resolved and closed incident records updated and clearly communicated to the Service Desk, customers and other parties?
Are reports regularly produced for all the teams contributing to the incident resolution process, concerning incident status?
Is a workload analysis produced to help determine staffing levels?
Are management reviews held to highlight escalated incident details?
Level 3.5 - Quality Control
Are the standards and other quality criteria applicable for the registration of incidents and for call handling made clear to the incident management team?
Are Service Level Agreements available and understood by incident management?
Are the personnel responsible for incident management suitably trained?
Does the organization set and review either targets or objectives for incident management?
Are there suitable tools in use to support the Incident Management function?
Level 4 - Management Information
Is management provided with information concerning ...
trend analysis in incident occurrence and resolution?
escalated incidents?
percentage of Incidents handled within agreed response time?
percentage of incidents closed by Service Desk without reference to other levels of support ?
Level 4.5 - External Integration
Are regular meetings held with the Service Desk to discuss incidents raised, progressed, escalated and closed?
Have the interfaces between the Service Desk and incident management been defined and communicated?
Does incident management exchange information with...
Problem Management concerning related problems and / or known errors?
Configuration Management regarding ease of use of configuration records, configuration anomalies and the potential flagging of configuration item, e.g. as 'failed' (or equivalent)?
Change Management regarding impending changes to services?
Change Management regarding the details of possible changes to resolve particular incidents / problems?
Service Level Management concerning breaches in service level agreements and the service and support commitments they contain?
Level 5 - Customer Interface
Is a check done with the customer to ensure that the activities performed by Incident Management Management adequately support the business needs?
Is a check done with the customer that they are happy with the services provided?
Are trends in customer satisfaction actively monitored?
Is customer survey information fed into the service improvement agenda?
Is the customers value perception of the services provided to them monitored?
![[To top of Page]](../images/up.gif){kind=small}
