铁路企业运维综合服务台的研究及实现

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。

Integrated IT Service Desk for operation and maintenance of railway enterprise

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.