IT服务能力成熟度模型问卷.docx

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1、文档信息卡基本信息当前状态：待评审文档编号006标题（英文）：IT Service CMM Questionnaire标题（中文）：IT服务能力成熟度模型问卷作者（英文）：Frank Niessink and Viktor Clerc版本号N/A作者（中文）：发布日期2002/10发布单位（英文）：文档格式发布单位（中文）：页 数4来源/下载网址：英文摘要：( 250个字节)中文概要：( 100个汉字)状 态：提交 & 待翻译状态编号000-A提交者：姓 名刘伟会员号liuwei电子邮件Liu.wei联系电话提交日期：价值指数责任编辑：姓 名会员号电子邮件联系电话状 态：翻 译状态编号000-

2、B主 译：姓 名沈丕豪会员号电子邮件pshen联系电话翻译人员：滕剑峰翻译进度：开始时间结束时间备注（难点/疑点/注意点）： ( 150汉字)状 态：待评审 & 评审状态编号000-C主 审：姓 名会员号电子邮件联系电话评审人员：评审进度：开始时间结束时间备注（翻译质量/争议点/未尽事宜）： ( 150汉字)状 态：发布 & 更新状态编号000-D基本信息（中文文档）标题：发布日期译者：版本号评委：文档格式发布单位：页 数下载网址：中文概要： ( 100个汉字)读者对象：评价/推荐语： ( 100个汉字)相关文档：版本变更备 注： ( 100个汉字) 注：(1) 所有时间的填写格式为 yyyy

3、/M/d；填写时请注意屏幕左下角的状态栏的提示；(2) 该信息卡适用于翻译文库的所有文档；(3) 该信息卡可通过下载，也可发信至 Cooperationopenitsm.org索取；(4) 如您希望向ITSM资讯网推荐翻译某篇英文文档，请填写本信息卡的第一部分 (“基本信息”)，然后将其发送至Cooperationopenitsm.org。ITSM资讯网将在收到您的推荐之后的两个工作日之内给您确认函。(5) 本文档执行ITSM翻译文库版权协议(1.0版)。IT Service CMM QuestionnaireIT服务能力成熟度模型问卷Frank Niessink and Viktor Cle

4、rcOctober 22, 20032003年10月22日Participant Identification参与人信息姓名：小组，角色：电话：日期：For IT Service CMM version L2-1.0, questionnaire version 0.3. RCMM is registered in the U.S. patent and Trademark Office. Accuracy and interpretation of this document are the responsibility of Software Engineering Research Ce

5、ntre. Carnegie Mellon University has not participated in this publication.针对IT服务能力成熟度模型L2-1.0版，问卷0.3版。CMM已在美国专利与商标局注册。该文件的准确与解释由卡内基梅隆大学的软件工程研究中心负责。卡内基梅隆大学未参与此问卷的发表。目录1 Introduction介绍This document contains questions on the performance of IT service related processes in your organization. This questio

6、nnaire is based on the IT Service Capability Maturity Model (version L2-1.0). Refer to section 3 for a short introduction of the IT Service CMM.本文包含了在你的组织中与IT服务有关过程的效果的问题。该问卷是基于IT服务能力成熟度模型（CMM L2-1.0版本）。第3部分是IT服务CMM的一个简要介绍。The questions are organized in sections, according to the key process areas p

7、resent in the IT Service CMM. Each section contains a short overview of the purpose of each key process area. Unless stated otherwise, you are expected to fill in the questions based on your personal experience and knowledge; you are not expected to look up the answers. Your answers will be used by

8、the assessment team to conduct the process assessment and are treated confidentially.问题是根据IT服务成熟度模型的关键流程域组织成各部分的。每部分包含一个关键流程域目的的简介。除非特别说明，请基于你个人经验和知识回答问题，请勿查询答案。你的答案由评估小组用于流程评估并且严格保密。2 Instructions说明The questionnaire has been divided in a number of sections. Each section covers one of the key proces

9、s areas of the IT Service CMM. Questions can be answered by marking one of the possible answers. In addition, you are asked to provide motivation for your answer. The following answers are possible:本问卷分为若干部分。每一部分涵盖IT服务CMM的一个关键过程域。在可能的答案中选择一个来回答问题。另外，请给出你选择该答案的理由。以下为可能的答案：1. Answer Yes always if: The

10、 activity is (almost) always performed. If you answer Yes always please indicate which role or function is responsible for conducting the activity.1. 回答“总是”，如果： 总是执行该活动。如果你回答“总是”，请指出哪一个角色或职能负责执行该活动。2. Answer Not always if: The activity is performed sometimes, or not completely. The activity may be p

11、erformed, but not according to a documented procedure, or may be omitted under difficult circumstances. Please indicate why the activity is not consistently performed.2. 回答“总是不”，如果： 有时候执行该活动，或执行不完全。活动虽然执行了，但不按照既定的程序，或者在遇到困难的时候省略了。请指出为什么该活动未被前后一致地贯彻执行。3. Answer Never if: The activity is never or hard

12、ly ever performed. 3. 回答“从来不”，如果： 该活动从来没有或者几乎就没有执行过。4. Answer Dont know if: You are unsure what the activity entails, or you you have insufficient knowledge to answer the question.4. 回答“不知道”，如果： 你不清楚该活动做些什么事情，或者你不知道该如何回答这个问题。Please answer all questions. Please add comments to explain and motivate yo

13、ur answer.The assessment team may have asked you to fill in the questions for certain key process areas (for example, Event Management and Configuration Management). In that case, do not answer the questions for other key process areas.请回答所有的问题。并且加入备注以解释你的答案。评估小组可能已经要求你回答针对某些关键流程域的问题（譬如，时间管理和配置管理）。如

14、果那样，请勿回答其它关键流程域的问题。3 Overview of the IT Service CMM IT服务CMM综览The objective of the IT Service CMM is twofold:IT服务能力成熟度模型有两个目的： to enable IT service providers to assess their capabilities with respect to the delivery of IT services, and, 使IT服务供应商能够评估他们提供IT服务能力，以及， to provide IT service providers with

15、directions and steps for further improvement of their service capability. 给IT服务供应商指出未来改善他们的服务能力的方向与步伐。The IT Service CMM aims to fulfill these goals by measuring the capability of the IT service processes of organizations on a five level ordinal scale. Each level prescribes certain key processes tha

16、t have to be in place before an organization resides on that level. Key processes implement a set of related activities that, when performed collectively, achieve a set of goals considered important for enhancing service process capability. Hence, organizations can improve their service capability b

17、y implementing these key processes.IT服务能力成熟度模型旨在通过基于五级度量标准衡量组织的IT服务流程来达到三个目标。每一级标准规定了一个组织在达到该级别之前就必须执行的某些关键流程。关键流程包含一套相关的活动，当共同执行时，能达到对于增强服务流程能力而言很重要的一系列目标。因此，组织可以通过执行这些关键流程改善他们的服务能力。We measure the service process maturity of organizations on a five level ordinal scale. The first initial level has n

18、o associated key process areas. This is the level where all IT service organizations reside that have not implemented the level two key process areas. Level two is the repeatable level. Organizations that have reached level two will be able to repeat earlier successes in similar circumstances. Thus

19、the emphasis of level two is on getting the IT services right for one customer. On level three, the defined level, the service organization has defined its processes and is using tailored versions of these standard processes to deliver the services. By using common organization-wide standard process

20、es, the process capability to deliver services consistently is improved. At level four, the managed level, organizations gain quantitative insight into their service processes and service quality. By using measurements and an organization-wide measurement database organizations are able to set and a

21、chieve quantitative quality goals. Finally, at level five, the optimizing level, the entire organization is focused on continuous process and service improvement. Using the quantitative measurements the organization prevents problems from recurring by changing the processes. The organization is able

22、 to introduce new technologies and services into the organization in an orderly manner.我们基于一个五级度量标准衡量组织的服务流程成熟度。第一级最初的没有任何相关的关键流程域。这是当所有的IT服务组织在还没有实施第二级关键流程域时所处的状态。第二级是可重复级。达到第二级的组织可以在类似的条件下重复较早些时候的成功。因此第二级的重点就是给与一个客户良好的IT服务。在第三级，定义级，服务组织定义了他自己的流程，使用经过裁减的标准流程来提供服务。通过应用共同的、组织范围内的标准流程，一致地提供服务的流程能力得以改善

23、。在第四级，管理级，组织在服务流程、质量方面获得深刻的量化的认识。通过应用度量与组织范围内的度量数据库，组织能够设定并获得量化的目标。最后，在第五级，优化级，整个组织关注持续的流程与服务改进。应用量化的度量，组织预防了由流程变化引起的问题。组织能够有序地引入新技术与服务。This questionnaire covers the second, repeatable level. On the second level, the IT Service CMM contains seven key process areas. Four management process areas and

24、three support process areas. The management processes are:本问卷涵盖了第二级，可重复级。在第二级，IT服务能力成熟度模型包含了七个关键流程域：四个管理流程域和三个支持流程域。管理流程域是： Service Commitment Management: Services are specified and realistic service levels are negotiated with the customer in order to deliver services that satisfy the customers need

25、 for IT services. The delivered services, the specified service levels and the customers service needs are reviewed with the customer on a regular basis. When necessary, the service level agreement is adjusted. 服务承诺管理：为满足客户对IT服务的要求，服务被专门规定了，与客户商定了现实的服务级别。定期与客户回顾检查已提供的服务、规定了的服务级别以及客户的服务要求。必要时，调整服务级别协

26、议（SLA）。 Service Delivery Planning: The service delivery is planned in order to ensure that the specified services can indeed be delivered according to the agreed upon service levels. The service delivery planning forms the basis for delivering the services. 服务提供规划：为保证规定的服务按照双方同意的服务级别确确实实地提供，必须规划服务的提

27、供。服务提供规划形成提供服务的基础。 Service Tracking and Oversight: Service delivery is being tracked. The realized service levels are compared with the specified service levels and are reported to the customer and management on a regular basis. Corrective actions are taken when actual service delivery deviates from

28、 the specified service levels. 服务跟踪与监管：服务的提供被跟踪。实际达到的服务级别与规定的服务级别相比较，并定期向客户与管理层汇报。当实际提供的服务与规定的服务级别发生偏差时，必须执行纠偏行动。 Subcontract Management: Select qualified IT subcontractors and manage them effectively. 分包管理：选择合格的IT分包商并有效地管理他们。The support processes are:支持流程是： Configuration Management: The integrity o

29、f products which are subject to or part of the IT services is established and maintained. 配置管理：从属于IT服务或是IT服务一部分的产品完整性将被建立与维护。 Event Management: Events regarding the service are identified, registered, tracked, analyzed, and resolved. The status of events is communicated with the customer and reporte

30、d to management. 事件管理：有关服务的事件将被识别、记录、跟踪、分析与解决。与客户保持关于事件状态的密切沟通，并汇报给管理层。 Service Quality Assurance: Management is provided with the appropriate visibility into the processes being used and the services being delivered. 服务质量保证：以适当的可见的方式管理正在应用的流程与正在提供的服务。IT service providers can use this model to asses

31、s their maturity by comparing their organization with the IT Service CMM. Such a comparison is done by means of an assessment, of which this questionnaire is a part.IT服务提供方可以使用这个模型通过比较他们的组织与IT服务能力成熟度模型来评估他们的成熟度。如此的比较以评估的方式进行，而这个问卷是其中的一部分。4 Service Commitment Management 服务承诺管理Ther purpose of Service

32、Commitment Management is that services are specified and realistic service levels are negotiated with the customer in order to deliver services that satisfy the customers need for IT services. The delivered services, the specified service levels and the customers service needs are reviewed with the

33、customer on a regular basis. When necessary, the service level agreement is adjusted.服务承诺管理的目的在于：服务是已经规定了的，而现实的服务级别是与客户协商谈判确定的，以满足客户对IT服务的需求而执行服务。提供的服务、规定的服务级别与客户的需求将定期与客户回顾检查。必要时，将调整服务级别协议（SLA）。There are two basic issues targeted by this key process area: first, the service to be delivered is speci

34、fied in a contract the service level agreement containing measurable service levels. Second, the service levels specified should address the business needs of the customer.这个关键流程域目的在于两个基本的事项：首先，将要提供的服务在合同中规定了即服务级别协议（SLA）包含了可度量的服务级别。其次，规定了的服务级别要反映客户的业务需求。IT service needs The IT services the customer

35、needs in order to make optimal use of its information technology.IT服务需求：IT服务于客户需求以使其信息技术得到最佳利用。Service commitments The agreement between customer and service provider about the services to deliver, the quality levels, schedule, conditions, evaluation, etc.服务承诺：客户与服务提供方之间关于提供的服务、质量级别、时间计划、条件、评估等的协议。1

36、. Are the IT service needs of the customer identified according to a documented procedure? 根据记录成文的程序识别客户的服务需求？Yes always, by : 总是，通过：Not always, because: 不总是，因为：Never, because: 从来不，因为：Dont know, because: 不知道，因为：2. Are the IT service needs of the customer documented? 客户的服务需求是否记录成文？Yes always, by : 总是

37、，通过：Not always, because: 不总是，因为：Never, because: 从来不，因为：Dont know, because: 不知道，因为：3. Are the service commitments documented? 服务承诺是否记录成文？Yes always, by : 总是，通过：Not always, because: 不总是，因为：Never, because: 从来不，因为：Dont know, because: 不知道，因为：4. Are the service commitments evaluated with the customer on b

38、oth a periodic and an event-driven basis? 服务承诺是否与客户定期以及基于事件驱动方式评估？Yes always, by : 总是，通过：Not always, because: 不总是，因为：Never, because: 从来不，因为：Dont know, because: 不知道，因为：5. Is the actual service delivery evaluated with the customer on both a periodic and an event-driven basis? 实际的服务提供是否与客户定期以及以事件驱动方式评估

39、？Yes always, by : 总是，通过：Not always, because: 不总是，因为：Never, because: 从来不，因为：Dont know, because: 不知道，因为：5 Service Delivery Planning 服务提供规划The service delivery is planned in order to ensure that the specified services can indeed be delivered according to the agreed upon service levels. The service deli

40、very planning forms the basis for delivering the services.为保证规定的服务能根据双方达成一致的服务级别确确实实地提供，必须规划服务提供。服务提供规划形成提供服务的基础。Service delivery plan The service delivery plan covers the purpose, scope, and goals of the service delivery; procedures, methods and standards used in the service delivery; identificatio

41、n of activities to be performed; estimated use of resources; estimated workload; estimates of effort and costs; schedule; risks; and plans for necessary facilities and tools.服务提供计划 服务提供计划涵盖了服务提供的目的、范围和目标；用于服务提供的程序、方法与标准；将执行的活动的标识；使用到的资源的预估；工作量预估；精力与成本预估；时间表；风险；以及必要的设施与工具的计划。Service delivery activiti

42、es Service delivery activities are activities that directly produce service results for the customer. Examples are the restart of a crashed system, backing up user data, installing a new version of an information system, creating an account for a new user, answering questions about the use of softwa

43、re, replacing a broken piece of hardware, etc.服务提供活动 服务提供活动是直接产生为客户服务结果的活动。例如，崩溃系统的重新启动、备份用户数据、安装一个信息系统的新版本、为一个新用户开账号、回答关于软件使用的问题、替换损坏的硬件部件等等。1. Is the service delivery plan developed according to a documented procedure? 根据记录成文的程序产生服务提供计划？Yes always, by : 总是，通过：Not always, because: 不总是，因为：Never, bec

44、ause: 从来不，因为：Dont know, because: 不知道，因为：2. Is the service delivery plan documented? 服务提供计划记录成文？Yes always, by : 总是，通过：Not always, because: 不总是，因为：Never, because: 从来不，因为：Dont know, because: 不知道，因为：3. Are the service delivery activities to be performed identified and planned according to a documented

45、procedure? 根据既定的程序执行、识别、规划服务提供活动？Yes always, by : 总是，通过：Not always, because: 不总是，因为：Never, because: 从来不，因为：Dont know, because: 不知道，因为：4. Are software and hardware products that are needed to establish and maintain control of the service delivery identified? 是否识别需要建立、维护控制服务提供的软件与硬件产品？Yes always, by :

46、 总是，通过：Not always, because: 不总是，因为：Never, because: 从来不，因为：Dont know, because: 不知道，因为：5. Are estimates for the service delivery workload derived according to a documented procedure? 根据既定的程序预估服务提供的工作量？Yes always, by : 总是，通过：Not always, because: 不总是，因为：Never, because: 从来不，因为：Dont know, because: 不知道，因为：

47、6. Are estimates for the service delivery effort and costs derived according to a documented procedure? 根据既定的程序预估服务提供的精力与成本？Yes always, by : 总是，通过：Not always, because: 不总是，因为：Never, because: 从来不，因为：Dont know, because: 不知道，因为：7. Is the service delivery schedule derived according to a documented procedure? 根据既定的程序产生服务提供时间计划？Yes always, by : 总是，通过：Not always, because: 不总是，因为：Never, because: 从来不，因为：Don