包括变更，配置，问题，事件等，可以与OV监控系列软件集成等等，这套系统在09年左右就升级ServiceManager了...
ITIL V3 服务运营篇 之 服务台 服务台(Service Desk)在用户支持方面扮演了重要的角色。一个成熟的服务台可作为其他IT 部门的前台,能够在无需联系专家的情况下处理一些客户询问。对于用户来说,服务台为他们提供了联系IT 部门的单一联系点,从而可以确保他们能找到合适的支持人员来帮助解决其问题或请求。换句话说,用户...
campus e-learningmanagement and serviceThis paper describes the current status and requirements of Campus e-learning, and points out the need for building a unified supporting system. Through the establishment of ITIL-based Service Desk, it is possible to bring convenience to campus e-learning and...
ITIL培训 (服务台)The_Service_Desk 服务台 Slide1 目标–首要目标 •作为用户和IT服务管理联系的中间点 • 为处理事件和请求，同时为活动提供一个接口，活动包括：变更管理ChangeManagement问题管理ProblemManagement配置管理ConfigurationManagement版本管理ReleaseManagement服务级别管理ServiceLevelManagementIT服务连续性管理...
IT Infrastructure Library & Service Desk (ITIL介绍&服务台) 大纲 ITSM介绍 IT服务的最佳实践“ITIL”综述 服务台 ITIL——服务支持 ITIL——服务提供 ITSM介绍 Gartner Group的调查表明大量企业在IT项目中需要面对: IT项目生命周期 大约80%的时间与IT项目的服务和运营有关 其余20%的时间与规划、建设相关 影响服务...
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With role-based access to the service request template, service desk teams can ensure that only the right services are displayed to the intended users. To hone the service delivery process, ServiceDesk Plus' reporting capabilities enable the service desk teams to measure and analyze metrics such ...
Most Comprehensive ITIL Service Desk in the Industry Product Overview Symantec ServiceDesk is a powerful ITIL-based incident, problem, change, release, and knowledge management tool that improves availability and service levels. ServiceDesk is designed for fast implementation, easy integration, drag-and-...
七、服务台(Service Desk) 1、目的和目标 2、服务台的目标 3、不同的服务台组织结构 4、不同的服务台成员选择 5、服务台效率和效力的度量指标 6、关于服务台外包的事项和建议 八、职能(Functions) 1、技术管理 2、IT运营管理 3、应用程序管理 九、技术和实施考虑(Technology and Implementation considerations) ...