摘要
为有效保障国网客服中心95598业务的7×24 h不间断服务,中心以ITIL运维体系为基础,结合国家电网公司"调运检"体系,构建了涵盖调度、运行、检修、客服、服务台五大职能实体,以及事件管理、问题管理、检修管理、两票管理、配置管理、应急管理、服务水平管理七大运维流程的运维体系。该运维体系职责明确,运转高效,为95598核心业务系统的安全稳定运行及故障快速恢复打下了坚实的基础。
To effectively guarantee the 7×24-hour uninterrupted 95598 telephone service in State Grid Customer Service Center, based on information technology infrastructure library（ITIL） system, combined with the ＂dispatching, operation, maintenance＂ rules of SGCC, an operation and maintenance system is established, which has five function entities including dispatching, operation, maintenance, customer service, service desk, and seven operation and maintenance processes, such as problem management, maintenance management, operation vote and work vote management, configuration management, emergency management and service level management. The operation and maintenance system has the advantages of clear responsibility and efficient operation, which has laid a solid foundation for the safe and stable operation of 95598 core business systems and rapid restoration.
出处
《电力信息与通信技术》
2015年第5期83-86,共4页
Electric Power Information and Communication Technology
关键词
ITIL
调度
运行
检修
国网客服中心
information technology infrastructure library（ITIL）
dispatching
operation
maintenance
State Grid Customer Service Center
