IT service management operation and maintenance follow the ITIL / ITSM best practices for construction to SLA service level management as the center and services directory for users, support incident / problem / change / configuration / publishing ITIL standard processes, and operation and maintenance according to actual needs support duty / work plan / access room and other practical management processes.
IT service management system focused on practical and advanced balancing, enterprise-class applications process development, operation, management, monitoring, maintenance middleware platform. Receiving an aspect underlying J2EE technology, on the one hand for the final application in the form of a more business oriented. Fully consider the mapping process roles and the actual organization, the corresponding aspects of the process and the actual work, to provide users with a unified, complete service management platform to automate processes and electronic, relying on processes to achieve operation and maintenance work by the passive support to active service evolution .
Desk assessment indicators (KPI)
Desk assessment indicators (KPI) including: average response time of the call; the average processing time of the call; the first-line treatment event rate; the number of events and total number of events each desk staff handled; assessment indicators can be developed based on the actual status of the customer
Service catalog management functions
Services catalog include business services catalog and technical service catalog of two types. Business Service Directory submission contains all the details of IT services to customers and associates to rely on IT services business units and business processes, which is a customer service perspective directory.
Submit technical service directory contains all the details of IT services to customers and associates to provide the necessary support services to business, shared services, the formation and configuration items, it supports business service catalog, rather than the customer perspective.
Services catalog includes:
Service menu, service calls, service profiles and permissions.
Service menu: provide service to show the item function, the service menu as the restaurant's menu, the user can quickly select through this interface services needed to build a single template to provide fast, fast work order creation function.
Can provide a combination of different services catalog based on user needs, such as different dimensions of business, departments combined. Service menu is divided into two directories: one directory service classification is defined from macroscopic up, no background service process support; secondary directory for a specific service, use of business language to define the term in accordance with the specific operation and maintenance services, service entry and operation and maintenance processes are closely linked, and will correspond to at least one service process. Meanwhile, the service includes requirements to complete the commitment of time, such as: service response time, resolve time, support time limits .
Service Configuration: provides an interface to configure directory services, it is the service catalog and service processes in conjunction with a bridge. A service item in the end which service call process, what the initial parameter passing, are configured through the Service Configuration module. Public service configuration contains configuration attributes and personality attributes configuration, the configuration of public property is common to all service items, personal property is support for specific business processes (such as the flow of events).
Service call: implement a service catalog to create a work order functions. A service work order creation process: Click the Services item - "automatically obtain service configuration parameters and fill out the form -" Users fill out the necessary form information - "submit work orders, implement create a service ticket.
Access control: realize access control (call rights management interface) for service menu item can provide different services according to different roles.
Service Level Management
Service level management goals
Service Level Management to provide a unified treatment of all service-related issues with the interface with the user agreed service levels and service management targets, then monitors the implementation of agreed service levels, and generates a report.
Service level management
Service Level Management (SLM) this process is based on reasonable cost and customer needs to ensure that all operation and maintenance management processes, operation and maintenance services and customer satisfaction levels up to standard. And to ensure the quality of services through regular monitoring and operation and maintenance reports are maintained and gradually improved. Service level management module by establishing service level agreements agreed with the customer, including the contents of the scope of operation and maintenance services, and other services index set, and the implementation of service processes associated with monitoring, final statistics of the corresponding service indicators, and the formation of programs and services to improve the level of reporting.
Specific features include: (1) implement Service Level information maintenance function. Can be maintained by service level agreements, you can customize services, index names, etc., and can be associated with the customer information systems. We can standardize and maintain the level of service index set. (2) the level of service can manage different sets of service level indicator, the indicators may be set flexibly adjusted, while the level of service can be provided calculation formula, calculation formula can be modified through the system. (3) can be differentiated service level management systems for different applications, such as ERP, MES, network maintenance service level indicators are likely to be different. (4) After the Service Level entry system, it is automatically associated with the KPI index reached the actual situation, and be able to inform and early warning indicators of the level of default. Period (5) the level of service after setting, the service provider can automatically collect each service level target completion, real-time view of each service level indicators of completion, while service levels collected can be compared to the service level indicators have been set, differences in the actual value and the set value of comparison, the level of service that will be carried out violation notices and reminders.