摘要
针对目前企业IT运维工作面临的管理日益复杂、被动运维的情况,在梳理运维流程的基础上构建了以ITSM系统+呼叫中心平台的IT运维服务管理体系。介绍了该体系在电力装备制造行业典型企业南瑞集团公司中的应用及其实施效果,实现呼叫统一接入、事件统一处理,提高了工单处理率,减少了处理时间,提高IT服务质量和用户满意度,在电力行业得到了广泛推广和应用。
In view of the current management of enterprise IT operation and maintenance management is increasingly complex, passive operation and maintenance of the situation, a system based on the operation and maintenance process of ITSM system ＋ call center platform IT operation and maintenance services management system is built. This system in electric power equipment manufacturing industry typical companies Nari group and its implementation effects is introduced, the system call unified access, unified event processing in the enterprise application improves the single treatment rate, reduces the processing time, improves service quality and user satisfaction.This system has been widely promoted and applied in the power industry.
出处
《信息技术与标准化》
2016年第11期35-38,共4页
Information Technology & Standardization
基金
项目来源:2015年度电力行业信息化优秀成果"IT服务管理平台建设"
