事件管理流程手册 V105VIP专享VIP免费

事件管理流程手册IncidentManagementFlowHandbook骏网快车IT外包服务中心（广州中育科技设备有限公司）ConfidentialCopyrightBy第2页共59页编号：时间：2021年x月x日书山有路勤为径，学海无涯苦作舟页码：第2页共59页文档控制描述文档名:事件管理流程手册文档号:IT_MSS_RS.001版本号:V1.0定版日期:2006-6-28作者:发布人:詹俊权发布日期:2006-6-28版本控制版本日期修改人备注V1.012007-2-14詹俊权增加涉及DLR相关重大问题对应子流程V1.022007-02-27詹俊权修改维护子流程V1.032007-6-15詹俊权增加事件通报子流程V1.042007-7-27詹俊权增加投诉处理子流程V1.052007-08-06詹俊权增加应急预案制作要求及指导批准主题签署日期目录第3页共59页第2页共59页编号：时间：2021年x月x日书山有路勤为径，学海无涯苦作舟页码：第3页共59页1综述...............................................................................................................................................................41.1设计目的............................................................................................................................................41.2适用范围............................................................................................................................................41.3相关术语............................................................................................................................................42事件管理流程设计..........................................................................................................................................62.1流程目的............................................................................................................................................62.2流程主要内容.....................................................................................................................................62.3与其他流程的关系..............................................................................................................................72.4流程范围............................................................................................................................................72.5流程执行原则...................................................................................................................................102.6流程相关定义...................................................................................................................................122.7流程概要设计...................................................................................................................................232.8流程详细设计...................................................................................................................................272.9事件状态迁移图...............................................................................................................................422.10关键角色、职责定义........................................................................................................................422.11关键流程衡量指标............................................................................................................................422.12报表.................................................................................................................................................423附加流程............................................................................................