IT事件跟踪管理提升网络服务质量

IT Event Tracking Management to Improve the Quality of Network Services

IT运维事件中被动式服务和运维低效率现状影响校园网信息化实施开展。通过对IT运维事件流程跟踪机制的分析研究,以服务等级协议作为衡量事件解决时效性指标,结合运维问题分析管理和解决方案知识库的建设,使网络运维服务质量得以良性循环改进,从而提升校园网络运维效率和用户满意度。

IT operation and maintenance events in the passive service and low efficiency of the current situation impact the implementation of cam- pus network information technology. The tracking of IT operation and maintenance of the event process mechanism analysis, the service level agreement as the measure to resolve the incident time indexes, combined with operation and maintenance management and analysis, solution knowledge base is set up, benign circulation improves the service quality of network operation and maintenance, so as to enhance the campus network operation efficiency and user satisfaction.