缩短IT运维服务工单处理时间的解决方案

Solution of Shortening Processing Time of IT Operation & Maintenance Service Work Order

针对南宁供电局IT运维服务工单处理时间过长问题,运用质量管理的先进思维模式和手段进行分析、判断,确认主要是由于"缺少待办工单及时通知方式"及"发收双方缺少有效的呼应手段",致使维护人员积压服务工单,造成工单响应时间过长。通过运用移动通信技术,搭建实时交互通信平台,解决了管控及运维人员之间的实时沟通问题,缩短整个服务工单处理的时间,满足了信息中心关于IT运维工作的服务要求。

To the long processing time problem of IT operation and maintenance services work order in Nanning power supply bureau, the advanced thinking mode and means of quality management are used to analyze and judge. It is confirmed that ＂the lack of just-in-time notification of waiting work order＂ and ＂the lack of effective echo means between senders and receivers＂ are main reasons that cause the backlog of service work orders by maintenance personnel and the long response time of work order. A real-time interactive communication platform is constructed based on the mobile communication technology ,which solves the problem of real-time communication between control personnel and operation ＆ maintenance personnel, and shorten the processing time of service work order, and meet the service requirement of IT operation and maintenance work by the information center.