5CityU Service Desk - Fudan University · 2019-01-25 · 2005/04 Integrated Service Desk 2...

城市大城市大城市大城市大学学学学集成服集成服集成服集成服务务务务台台台台的构思的构思的构思的构思

Integrated Service Desk at CityU

Joe Lee

Computing Services Centre

City University of Hong Kong

Apr 2005, JUCC Workshop

2005/04 Integrated Service Desk 2

技技技技术术术术支持服支持服支持服支持服务务务务窗口窗口窗口窗口(帮帮帮帮助台助台助台助台)的的的的发发发发展展展展历历历历程程程程Evolution of Help Desk

• 1984-1990 谘询处 (Consultation Room)

• 1991-1997 呼叫中心热线电话服务 (Hot Line service)– Single point of contact– Problem logging and dispatch– Became a “Cold Line”

• 1997-2005技术支持服务窗口 (Help Desk service)– Help Desk service formally established– Dedicated resources– First line and second line support– Help Desk Software


现现现现有有有有服服服服务务务务窗口窗口窗口窗口对职员对职员对职员对职员及教及教及教及教师师师师的支持的支持的支持的支持Current Setup of Help Desk for Staff

• 一一一一线线线线支持支持支持支持 First line support

– Supervision

– Phone consultation

– Utilities (server status, account info, etc.)

• 二二二二线线线线支持支持支持支持 Second line support

– On-site support

• Hardware

• Software

– Problem management

• 软软软软件件件件 Software (iET Solutions)


现现现现有有有有服服服服务务务务窗口窗口窗口窗口对对对对学学学学生生生生的支持的支持的支持的支持Current Setup of Service Counter for Students

• 一一一一线线线线支持支持支持支持 First line support

– Technical consultation

– Mobile Computer Service

– Loan Service

– Printing Support

• 二二二二线线线线支持支持支持支持 Second line support

– Escalated incidents

– Problem management

• 软件 (SCSR) In-house developed Software


城市大城市大城市大城市大学学学学的的的的帮帮帮帮助台架构助台架构助台架构助台架构Help Desk Architecture at CityU

Staff职员及教师

Help Desk &

Service Counter技术支持服务窗口提供一线服务

Second Line Support二线支持

Students学生

Alumni校友

Facilities

SupportSystemsUser ServiceOperations

Communication

& Networking


Users客户

Web Incident

Tracking事件跟踪

Process

Support Requests

iET Helpdesk

Incident Database内置事件数据库

Assignment

Dispatch based on request type

Acknowledge

Call for Support

Work

RequestsLog Incident

or Escalation

Enquire Incident

Status

Update Dispatch

rules

Management管理层

Alerts and

statistics

ResolutionsSupport

Policy

General Office

城市大城市大城市大城市大学学学学的的的的帮帮帮帮助台助台助台助台流程流程流程流程Help Desk Process at CityU

Routing / Dispatch自动路由

一线服务

Service Counter

Help Desk

Support Teams

(Technical)

Support Teams

(Operation)

Teams Leaders

二线服务


Help Desk Monthly Report (1)


















Pitfalls of Current Setup现有的困难

• 不能不能不能不能追追追追寻寻寻寻问题问题问题问题的根源的根源的根源的根源 Cannot trace a problem to the source

– Limited to infrastructure & technical support

– Problems end after referring to corresponding business and other support units

– Problems resolved at the end-user side are not recorded

• 对业务对业务对业务对业务的的的的联联联联系和了系和了系和了系和了解不深解不深解不深解不深 Not yet tied up with business objectives

– Lack knowledge of the whole support structure and of cross team activities

– Not tightly integrated with internal generated incidents (e.g. security incidents)

• 与其他流程与其他流程与其他流程与其他流程连结连结连结连结的需要的需要的需要的需要 Integrating contact management, identity management, change management and asset management will be critical for providing proactive support

• 流程及流程及流程及流程及技技技技术术术术的复的复的复的复杂杂杂杂化化化化，，，，用用用用户户户户和咨和咨和咨和咨询数询数询数询数量激增量激增量激增量激增 Increased complication process flow and technology, increase of users and enquiries


加加加加强帮强帮强帮强帮助台助台助台助台的功能的功能的功能的功能Extension of Help Desk Software

• 网上服务请求 Online Work Request Integration• 直接访问服务进度 Online Tracking• 网络使用管理 Network Access Management• 网络连接管理 Network Connection Management• 资源预算管理 Budget Resources Management

• 增强在线自助服务活动 Strengthen Online Help• 知识库的发展可以延伸到整个企业 Service related

Knowledge Base• IT服务管理 IT Service Management (ITSM)• 集成服务台 Integrated Service Desk

已完成

未来目标


解决方案 -集成服务台的优点Solution - Integrated Service Desk

• 可可可可认认认认清服清服清服清服务务务务的的的的目目目目标标标标和和和和方方方方针针针针

Can set a clear objective and mission for service

• 可了解企可了解企可了解企可了解企业业业业需要和需要和需要和需要和用用用用户户户户服服服服务务务务改善改善改善改善的的的的要求要求要求要求

Enhance understanding of business needs and user requirements

• 可可可可扩张扩张扩张扩张所所所所支持支持支持支持的的的的幅幅幅幅盖盖盖盖范范范范围围围围，，，，包括包括包括包括技技技技术术术术或非技或非技或非技或非技术问题术问题术问题术问题

Can extend the scope of support to cover technical and non-technical issues

• 合并合并合并合并内内内内部和外部支持部和外部支持部和外部支持部和外部支持，，，，加加加加强强强强与与与与职员职员职员职员、、、、用用用用户户户户和合作伙伴和合作伙伴和合作伙伴和合作伙伴［［［［包括跨部包括跨部包括跨部包括跨部门门门门］］］］的的的的关关关关系系系系

Reorganization of support structure to enhance proper service desk functions across functional units

• 作作作作为为为为“交交交交换换换换中心中心中心中心”，，，，收集知收集知收集知收集知识识识识并并并并转转转转移到相移到相移到相移到相应应应应的的的的资资资资源源源源，，，，使使使使问题问题问题问题快速地解快速地解快速地解快速地解决决决决。。。。提供提供提供提供协协协协作平作平作平作平台台台台，，，，交交交交换换换换信息和知信息和知信息和知信息和知识识识识

Integration with other management processes

• 不不不不论论论论地理位置所在地理位置所在地理位置所在地理位置所在，，，，能能能能够够够够同同同同时时时时支持多支持多支持多支持多个帮个帮个帮个帮助台助台助台助台、、、、问题问题问题问题跟跟跟跟踪踪踪踪、、、、客客客客户户户户自助式在自助式在自助式在自助式在线线线线服服服服务务务务等等等等等等等等

Can support multiple help desks independent of location, perform tracking as well as online help

• 提高提高提高提高数数数数据的精确性据的精确性据的精确性据的精确性，，，，降低管理成本并提高效率降低管理成本并提高效率降低管理成本并提高效率降低管理成本并提高效率

Can provide accurate data for service improvement and planning


用户 Users

Network & Operation Mgt

Applications Mgt

Incident Mgt事件管理

Problem Mgt

问题管理Change Mgt变化管理

Configuration Mgt配置管理

Release Mgt软件控制和分发

Service Support Processes

Financial Mgt成本管理

Availability Mgt可用性管理

Service Level Mgt服务合同管理

Service Continuity Mgt灾难恢复计划

Capacity Mgt能力管理

Service Delivery Processes

Security MgtService Desk服服服服务务务务台台台台

Counter Help Desk

手段手段手段手段: 采用采用采用采用ITIL流程流程流程流程来来来来建立建立建立建立一一一一个个个个集成服集成服集成服集成服务务务务台台台台Applying ITIL to Implement Our Integrated Service Desk


Information Technology Infrastructure

Library (ITIL) Processes「信息技术基础架构库」处理程序

Service Level

Management服务合同管理

Change

Management变化管理

Availability

Management可用性管理

Financial

Management成本管理

Incident

Management事件管理

Release

Management软件控制和分发

IT Service

Continuity

Management灾难恢复计划

Capacity

Management能力管理

Configuration

Management配置管理

Problem Management

问题管理

Service Desk服服服服务务务务台台台台

SERVICE

DELIVERY

SERVICE

SUPPORT


最终目标Ultimate Target

• 提供一站式IT服务的集成服务台，背後由不同部门支持Provide one-stop IT services through Integrated Service Desk even some

of them are offered by different departments

• 提供BI数据，藉以提高在业内的竞争力Provide Business Intelligence data to improve competitiveness in the

global arena

• 实施IT管治，平衡用户需要和有限资源，并维持恰当的服务水平Practise IT governance to balance customer needs and the budget

available while maintaining acceptable service level

• 成立有效的知识数据库，让用户透过网络寻查服务，帮助处理问题Establish an effective knowledge database and through network

discoverable services to enable users' self-help

• 提供所需数据，以便设立新的服务和主动支持Provide necessary data for identifying new services and proactive support


University Services Management



叁叁叁叁考考考考 -融合ITIL流程的的的的 IT 服服服服务务务务管理管理管理管理软软软软件件件件References• iETSolutions – iET HelpDesk

– http://www.iet-solutions.com/en/solutions/helpdesk.php

• Altiris – HelpDesk Solution– http://www.altiris.com/products/helpdesk/

• CA – Service Plus Service Desk– http://www3.ca.com/Solutions/Product.asp?ID=191

• Datawatch – Visual Help Desk– http://www.datawatch.com/dataconversionsoftware/visual-help-desk.asp

• FootRange Solutions – Incident Management– http://www.frontrange.com/ProductsSolutions/Detail.aspx?id=43

• HornBill – Supportworks– http://www.hornbill.com/products/supportworks.php

• HP – Openview Service Desk– http://managementsoftware.hp.com/products/sdesk/index.html

• Remedy – Help Desk– http://www.remedy.com/solutions/servicemgmt/help_desk.htm

• UniPress – Footprints– http://www.unipress.com/footprints/


叁叁叁叁考考考考 -其他有其他有其他有其他有关关关关 ITIL 的的的的资资资资料料料料Other References• Chinese ITIL Whitepaper (ITIL 白皮白皮白皮白皮书书书书)

– http://www.cai.com.cn/press/events/0403/0318_feedback.htm

• www.ITIL.org– http://www.itil.org/

• OCG– http://www.ogc.gov.uk/

• IT服服服服务务务务管理体系管理体系管理体系管理体系（BS 15000）系列系列系列系列– http://asia.bsi-global.com/China+Training/bs+15000/index.xalter

• The ITIL Community Forum– http://www.itilcommunity.com/

• itSMF– http://www.itsmf.com/

• IT治理研究中心治理研究中心治理研究中心治理研究中心– http://www.itgov.org.cn/

• Pink Elephant– http://www.pinkelephant.com/

• IT Service Management Institute– http://www.itsmi.com/

• The IT Service Capability Maturity Model– http://www.itservicecmm.org/

5CityU Service Desk - Fudan University · 2019-01-25 · 2005/04 Integrated Service Desk 2...

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