What is the main function of the IT operation and maintenance service desk?

The service desk is mainly a window to the outside world and a unified outlet for wiring problems. The following is the introduction and function of the service desk of Skylark Operation and Maintenance:

The service desk mainly implements recording work orders. , technical support, information inquiry, consultation and communication, complaints and suggestions, problem records, sales management and other functions, it is one of the main channels for online services to customers. The system mainly implements the following functions:

? Query related call customer information and customer device information through the phone, and record customer consultation questions;

? Can check in and out for incoming calls. Outgoing, forwarding, external connection, answering and other functions;

Customer service staff can query the knowledge base and answer customer consultation questions;

Customer service staff can issue work orders based on customer consultation content Entry and automatic flow of work orders;

? Provide customers with convenient operation and maintenance services. Customers can directly make operation and maintenance applications, device inquiries, work order inquiries, inspection plans, statistical inquiries, etc. directly over the phone. What is the role of the IT operation and maintenance management service desk?

IT operation and maintenance is the core and key part of IT management. It is also the most content-rich and complicated part. It is mainly used for daily operation management within the IT department and involves The objects are divided into two parts, namely IT business systems and operation and maintenance personnel. Its management content can be subdivided into seven subsystems:

First, device management: monitor the execution status of network devices, server devices, and operating systems, and support various application software such as databases. , intermediary software, groupware and monitoring and management of various general or specific services, such as monitoring and management of mail systems, DNS, WEB, etc.;

Second, data/storage/disaster recovery management: system Unified storage, backup and recovery of business data;

Third, business management: including the monitoring and management of the execution of the company's own core business systems. For business management, the main focus is on the CSF of the business system (Critical Suess Factors) and KPI (Key Performance Indicators);

Fourth, catalog/content management: This part is mainly for content management and content management that enterprises need to publish uniformly or customize. Management of public information;

Fifth, resource asset management: manage the resource assets of each IT system in the enterprise. These resource assets can be physical or logical. And can interact with the company's financial department;

Sixth, information security management: This part contains many aspects. The current international standard for information security management is ISO17799, which covers The ten major control aspects of information security management include 36 control objectives and 127 control methods, such as enterprise security organization, asset classification and control, personnel security, physical and environmental security, communication and operational security, access control, and business continuity management. etc.;

Seventh, daily work management: This part is mainly used to standardize and clarify the job responsibilities and work arrangements of operation and maintenance personnel, provide quantitative basis for performance appraisal, and provide solutions to the accumulation and improvement of experience and knowledge. * Enjoy the means.

Each subsystem of IT execution maintenance management contains very rich content. The realization of perfect IT operation and maintenance management is the key for enterprises to improve their operation and service levels.

What benefits can it bring? Here we will answer them one by one. Almost everyone has used telephone help services from telecommunications, banks, hotels, etc. They are service desk (Service Desk) applications in traditional service industries. Similarly, the service desk in IT operations management also needs to provide support for all users for all IT issues by providing a single interface, such as a hotline number. The difference is that the IT service desk targets IT users in the organization.

Why should we set up an IT operation and maintenance management service desk

As a summary of the best practices in IT operation management, in the martial arts secret book ITIL, there are many successful routines such as incident management, change management, and problem management, and The IT service desk (hereinafter referred to as the service desk) is the central nervous system that ensures the true success of these routines.

The basic function of the service desk is to receive various usage problem requests from IT users, and directly solve related problems for users within the specified time. If complex problems are encountered, they will be transferred to second-line support, and tracking is also required. Resolve situations and provide timely feedback to ultimately resolve user issues. On this basis, the service desk also records the service process and results in order to analyze and summarize and improve the speed of problem solving.

Is it better to choose Yuna IT Interactive Service Desk for IT operation and maintenance?

Of course, it meets the needs of internal IT management of enterprises, and at the same time helps service providers better manage BPO business and IT service team results, forming an efficient, rigorous and convenient cross-enterprise IT service management system. What exactly does Beita Software's IT operation and maintenance management service desk do?

"The basic function of the service desk is to receive various requests from IT users for usage problems, and directly solve related problems for users within the specified time. If complex problems are encountered, they will be transferred to second-line support. At the same time, Track the resolution and provide timely feedback to ultimately solve user problems. On this basis, the service desk also records the service process and results to facilitate analysis and summary and improve the speed of problem resolution.

In general, The IT operation and maintenance management service desk can firstly manage and process a large number of IT requests in a unified and standardized manner. It also provides interfaces for user change requests, maintenance contracts, service level management, configuration management, availability management and continuity management, etc., to avoid unnecessary problems. Failure to find specific technical personnel will waste time, thereby reducing operating costs; secondly, the overall IT support efficiency can be improved by managing the service desk, establishing a knowledge base, and clarifying the performance appraisal of service personnel.

"What is the main function of the DHP server?

Are you talking about a DHP server or a DHCP server?

It seems that there is no DHP, it should be DHCP

DHCP refers to a range of IP addresses controlled by the server. When the client logs in to the server, it can automatically obtain the IP address and subnet mask assigned by the server. First of all, the DHCP server must be a computer with Windows 2000 Server/Advanced Server system installed; secondly, the computer serving as the DHCP server needs to install the TCP/IP protocol and set a static IP address, subnet mask, Default gateway and other content. What is the main role of a server domain?

A domain is like a centralized authority, with one or several domain controllers (Domain Controller) managing other computers in the domain (so a domain can be understood as a resource within a security boundary, including computers and users) etc.); the working group is like its own business, each computer in the group manages itself, and others cannot interfere.

A domain is a combination of computer groups, a relatively strict organization, and the domain controller is the management core of this domain (responsible for the verification of every computer and user connected to the network, Equivalent to a unit guard).

If the workgroup is a "free hotel", then the domain is a "star hotel"; the workgroup can come and go at will, but the domain needs to be strictly controlled.

What is the main function of the RPC (Remote Procedure Call (RPC) Locator) service?

WINDOWS is a network-based operating system. Users can access each other's computers remotely. RPC is used to provide this service. And ensure the feasibility of access and role security. Since PRC is very complex, RPC LOCATOR is specifically responsible for managing the data generated by RPC. RPC and RPC LOCATOR are two services. Don’t confuse the main function of website construction services

Take Daweide as an example. His purpose is to seize future business opportunities. What are the skills of Beita Software in establishing an IT operation and maintenance service desk?

"How to establish an IT operation and maintenance service desk to meet the needs of IT management? If the service desk wants to truly play its role, we must pay attention to the following points:

First, set the service desk specifications : All IT-related requests must go through the service desk, which will assign personnel to solve the problem. If some service desks are not effective, it is because they only have telephone numbers and lack strict regulations. If there is a problem, go to the service personnel directly. , the service desk has not become the true only point of contact

Second, clarify the service level agreement (SLA): At the beginning of the establishment of the service desk, it is necessary to agree with users on the different levels and levels of various issues. Response time is solved in an orderly manner according to levels. This can not only improve customer satisfaction, but also provide an assessment basis for the IT team.

Third, hierarchical management of service personnel: divide IT support personnel into front-line (service) Desk agents), second line (field engineers or IT suppliers), and third line (expert team), clarify the responsibilities of each line personnel, and enhance the first-line solution rate and self-service solution rate by establishing a knowledge base and training, so that most problems can be solved on the front line or Users solve them themselves, and the remaining complex problems are solved by the second and third lines, making rational use of limited human resources to reduce costs and improve efficiency.

Fourth, organically combine processes, software and Personnel: In reality, the reason why most service desks are unsatisfactory is that CIOs hope that in addition to efficiently supporting IT, the service desk also takes on the responsibility of monitoring, managing and proactively improving IT status, and this requires visual real-time management. With the help of tools and an experienced service desk expert team, combined with the information recorded by the service desk and the experience of the expert team, service desk operation reports can be quickly provided and suggestions for improvement can be made to avoid the recurrence of common problems and proactively prevent them. Suffering from IT application risks, IT support changes from passive response to proactive improvement.

A truly effective service desk is a combination of rigorous processes, software tools and professionals. If you want to have satisfactory IT management results, there are three things to do. Both are indispensable. When an enterprise establishes a service desk, it must comprehensively consider these three factors. When its own strength is limited or the cost is high, it is a way to rely on external forces, but this external force cannot only provide unilateral help.

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