运维服务部管理流程说明目录1引言..........................................................................................................................................41.1编写目的..........................................................................................................................41.2编写说明..........................................................................................................................42维护理念..................................................................................................................................42.1维护宗旨..........................................................................................................................42.2维护范围..........................................................................................................................42.3响应服务速度...................................................................................................................53维护保证..................................................................................................................................53.1提供统一接口...................................................................................................................53.2提供标准化的服务质量...................................................................................................53.3服务支持手段...................................................................................................................64维护类型..................................................................................................................................64.1主动式服务.......................................................................................................................64.1.1维护质量审计...........................................................................................................64.1.2客户满意度调查.......................................................................................................64.2被动式服务.......................................................................................................................74.2.1电话及邮件应答服务...............................................................................................74.2.2远端服务...................................................................................................................74.2.3现场服务...................................................................................................................74.3人性化服务.......................................................................................................................75维护制度..................................................................................................................................85.1值班制和专人维护制.......................................................................................................85.2服务监督机制...................................................................................................................85.3客户回访制度...................................................................................................................85.4故障定义及报告制度.......................................................................................................85.4.1.1故障...
