铁路企业运维综合服务台的研究及实现

详细信息

Integrated IT Service Desk for operation and maintenance of railway enterprise

Institute of Computing Technologies, China Academy of Railway Sciences, Beijing 100081, China

摘要: 铁路企业需要摆脱传统的运维管理模式,推行基于综合服务台的运维管理模式势在必行。其中服务台作为用户和运维部门之间的信息交换反馈平台,为用户提供问题、事件、变更、发布等环节的统一接口,采用标准的运维管理流程对服务台的所有事件信息进行处理,为运维服务管理提供良好的支持平台。因此,服务台的设计和实现显得尤为重要。
- 运维服务 /
- 综合服务台 /
- 运维标准流程
Abstract: Railway enterprises were imperative to get rid of the traditional mode of operation and maintenance management and implement comprehensive IT Service Desk-based service management mode. IT Service Desk was an information exchange and feedback platform for user and IT operation and maintenance departments, provided a uniform interface for problems, events, changes, and publishing sectors for the user, also processed all the desk event information by standard event management processes, provided a good platform for IT service management. Therefore, the design and implementation of IT Service Desk were very important.
- operation and maintenance services /
- integrated IT Service Desk /
- operation and maintenance standard processes

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