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IT service management technology

A technology of service management and technology, applied in data processing applications, instruments, resources, etc., can solve problems such as difficult influence and importance, isolation of company business processes, etc., to achieve the effect of great flexibility

Inactive Publication Date: 2010-03-17
BEIJING ZHENGCHEN SCI & TECH DEV
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

IT executives are always asking the following questions: How can I get more out of my current IT infrastructure? How can today's increasingly complex environment be managed with today's IT staff? How to make better use of the IT infrastructure already in place to enable enterprises to provide competitive products without additi

Method used

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  • IT service management technology

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Embodiment Construction

[0059] Such as figure 1 As shown, a kind of IT service management technology of the present invention is characterized in that, comprises the following steps:

[0060] Service Desk

[0061] Incident Management

[0062] Problem Management

[0063] Configuration Management

[0064] Change Management

[0065] Release Management

[0066] The service desk (Service Desk) is an access point for the IT service organization and users to communicate with each other. The Service Desk used to be called the Help Desk. The main task of the Help Desk is to record, break down and monitor the questions raised. A service desk can have a broader role, such as receiving requests for change (RFCs), and can support operations in multiple processes. The Service Desk is the single point of contact for daily work between service providers and users. It is also the focal point for reporting incidents and submitting service requests. Because of this, the role of the service desk is to keep use...

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PUM

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Abstract

The invention relates to a service management technology, in particular to an IT service management technology which comprises the following steps: a service desk, emergency management, problem management, configuration management, change management and release management, wherein the service desk is an access point for the interconnection of an IT service organization and a user, and once the service desk is called as a helping counter, the main tasks of which are recording, decomposing and monitoring proposed problems. The service desk can play a broader role, such as receiving change request (RFC), and supporting operation in many kinds of processes. The service desk is a single connecting point of routine work between a service provider and the user, and is also a focus for reporting emergencies and submitting service requests.

Description

technical field [0001] The present invention relates to service management technology, in particular to an IT service management technology. Background technique [0002] IT technology is changing with each passing day, and enterprise IT systems are becoming more and more complex. Servers from Z series mainframes to Unix servers and PCs are distributed in various departments of the company, and are connected together through tens of thousands of network devices. At the same time, on top of the hardware platform composed of these heterogeneous systems is a huge enterprise application system, from SCM (supply chain management), ERP (enterprise resource planning) to CRM (customer relationship management), all of which support the company's business growth. power and infrastructure. How to ensure the normal operation of the IT system, thereby protecting the core business of the company, has increasingly become a problem that a CIO (Chief Information Executive) and even a CEO (...

Claims

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Application Information

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IPC IPC(8): G06Q10/00G06Q50/00G06Q10/06
Inventor 卢明
Owner BEIJING ZHENGCHEN SCI & TECH DEV
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