IT服务需求分析报告(全部)第2页共98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98页文档说明目录1项目背景..................................................................................................................................42项目运维访谈介绍...................................................................................................................52.1受访者.......................................................................................................................52.2文件..........................................................................................................................63运维现状与差距分析...............................................................................................................73.1信息系统服务内容清单...........................................................................................73.1.1面向用户服务目录...........................................................................................73.1.2运维服务详细内容...........................................................................................73.2维护现状总结与ITSM差距分析..........................................................................123.2.1事件流程/服务台............................................................................................123.2.2问题流程.........................................................................................................143.2.3变更流程.........................................................................................................163.2.4配置流程.........................................................................................................184本期需求分析........................................................................................................................204.1本期实施范围和运维管理模式.............................................................................204.2本期XX运维管理实施内容.................................................................................214.2.1运维电子化平台的部署.................................................................................224.2.2统一受理服务台.............................................................................................234.2.3事件流程.........................................................................................................324.2.4问题流程.........................................................................................................484.2.5变更流程.........................................................................................................524.2.6配置流程.........................................................................................................624.2.7知识管理.........................................................................................................674.2.8升级.................................................................................................................764.2.9催办.................................................................................................................78第3页共98页第2页共98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98页4.2.10回访............................................................................................................
