This standard specifies the requirements that each level of power grid enterprise IT service desk capabilities should meet in terms of positioning planning, personnel management, operations management, platform technology, data performance, and continuous improvement. Define power grid enterprise IT service desk capability levels through standards, standardize evaluation dimensions, and improve management levels. This standard is compiled based on the research on relevant theories and practices in the field of call center capability maturity assessment at home and abroad, and combined with the characteristics of IT services for power grid enterprises. This standard is applicable to each power grid enterprise's evaluation of IT service desk service capabilities. This standard standardizes the assessment of the achievement of the service capability management level of the IT service desk of power grid enterprises, and clarifies the management objectives of the IT service desk of power grid enterprises and the service capabilities that should be possessed to achieve these goals.
T/CSEE 0137-2019 history
2019T/CSEE 0137-2019 Evaluation specification for IT service desk capability of power grid enterprises