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基于ITIL的IT服务支持系统由事件管理,问题管理,变更管理等五个流程及服务台职能组成。其中问题管理在整个支持系统中起到承上启下的作用,其向上支持事件管理,向下协助变更管理,在整个管理系统中发挥着重要作用。基于IT服务管理相关理念及本人从事问题管理实际工作情况,介绍问题管理的运作流程,在支持体系中的作用以及在问题管理工作中的学习及经验总结。
The ITIL-based IT service support system consists of five processes: event management, problem management, change management, and help desk functions. Among them, problem management plays a role in supporting the entire system. It supports incident management upward and assists change management downward. It plays an important role in the entire management system. Based on the related concepts of IT service management and the actual work of problem management, I introduced the operation flow of problem management, the role in support system and the summary of learning and experience in problem management.