目录目录................................................................................................................................................................................................41流程目的...............................................................................................................................................................................62流程主要内容.......................................................................................................................................................................63与其他流程的关系...............................................................................................................................................................74关键角色、职责定义...........................................................................................................................................................74.1服务台人员...................................................................................................................................................................94.2一线支持人员.............................................................................................................................................................104.3二线支持人员.............................................................................................................................................................114.4三线支持人员.............................................................................................................................................................114.5事件经理.....................................................................................................................................................................124.6事件管理流程负责人.................................................................................................................................................124.7实际岗位与方案角色的映射.....................................................................................................................................135流程执行原则.....................................................................................................................................................................145.1常规原则.....................................................................................................................................................................145.2流程关联原则.............................................................................................................................................................155.3所有权原则.................................................................................................................................................................155.4再分派原则.................................................................................................................................................................155.5重复事件原则.............................................................................................................................................................165.6关闭原则..........................................................................................................................................
