CN105404954A - Operation and maintenance management method and system based on virtual service desks - Google Patents
Operation and maintenance management method and system based on virtual service desks Download PDFInfo
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- CN105404954A CN105404954A CN201510703286.4A CN201510703286A CN105404954A CN 105404954 A CN105404954 A CN 105404954A CN 201510703286 A CN201510703286 A CN 201510703286A CN 105404954 A CN105404954 A CN 105404954A
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Abstract
The invention provides an operation and maintenance management method and a system based on virtual service desks. The method comprises steps: a general virtual service desk is built; a department virtual service desk for each service department is built respectively, service information of each service department is acquired, and the service information of each service department is uploaded to a corresponding department virtual service desk; and the service information in each service department virtual service desk is packaged, and the packaged service information of each department is uploaded to the general virtual service desk. The service information of each department is managed in a centralized mode through the general virtual service desk, information of an independent service department can be displayed in a centralized mode and managed in a unified mode, sharing of information resources is realized, repeated service desk building is reduced, and the service desk operation cost is saved.
Description
Technical field
The present invention relates to field of information management, particularly relate to a kind of operation management method and system based on Virtual Service platform.
Background technology
In recent years, information management system based on administrative skill and computer technology serves more and more important effect in the production management activity of enterprise, and the computer network of enterprise has also become the important means that enterprise undergoes technological transformation and improves enterprise management.At present, the development experience of Internet Server technology distributed server, centralized server and subjunctive mood server three phases, wherein, subjunctive mood server adopts special software and hardware technology that a complete server host is divided into several main frames, set of system shared by all main frames, guarantees the record of all accidents and shares.
In existing information management system, for guaranteeing the independence sharing information between each business department of information, arrange the information of different information desks to each business department to share, and guarantee that all departments' information is separate, interference-free, but, which results in the duplicate construction of information desk, need to drop into larger man power and material, add the operation cost of information desk, and the information of each independently business department can not be carried out unified management, displaying and share by prior art.
Summary of the invention
The invention provides a kind of operation management method and system based on Virtual Service platform, solve the problem that existing operation management system cannot be shared the information of each business department.
First aspect, the invention provides a kind of operation management method based on Virtual Service platform, described method comprises:
Set up total Virtual Service platform;
Set up department's Virtual Service platform of each business department respectively, obtain the business information of each business department, and the business information of each business department is uploaded to corresponding department's Virtual Service platform;
Encapsulate the business information in each business department's Virtual Service platform, the business information after all departments being encapsulated uploads to described total Virtual Service platform.
Wherein, described method also comprises:
Set up the service groups Virtual Service platform of each service groups respectively, obtain the business information of each service groups, and the business information of each service groups is uploaded to corresponding service groups Virtual Service platform;
Business information in each service groups Virtual Service platform is encapsulated, the business information after each service groups encapsulation is uploaded to described department Virtual Service platform.
Wherein, described method also comprises:
Respectively corresponding priority assignation is carried out to total Virtual Service platform, department's Virtual Service platform and service groups Virtual Service platform.
Wherein, described method also comprises:
Integrated IT operation management system instrument;
Department's Virtual Service platform and service groups Virtual Service platform is added to described IT operation management system instrument in institutional mode.
Wherein, described method also comprises:
Set up department's Virtual Service platform of each business department and the call connection at service call center;
Set up the service groups Virtual Service platform of each service groups and the call connection at service call center.
Second aspect, the invention provides a kind of operation management system based on Virtual Service platform, and described system comprises:
Total Virtual Service platform sets up module, for setting up total Virtual Service platform;
Department's Virtual Service platform sets up module, for setting up department's Virtual Service platform of each business department respectively, obtains the business information of each business department, and the business information of each business department is uploaded to corresponding department's Virtual Service platform;
Transmission module on first, for encapsulating the business information in each business department's Virtual Service platform, the business information after all departments being encapsulated uploads to described total Virtual Service platform.
Wherein, described system also comprises:
Service groups Virtual Service platform sets up module, for setting up the service groups Virtual Service platform of each service groups respectively, obtains the business information of each service groups, and the business information of each service groups is uploaded to corresponding service groups Virtual Service platform;
Transmission module on second, for encapsulating the business information in each service groups Virtual Service platform, uploads to described department Virtual Service platform by the business information after each service groups encapsulation.
Wherein, described system also comprises:
Priority assignation module, for carrying out corresponding priority assignation to total Virtual Service platform, department's Virtual Service platform and service groups Virtual Service platform respectively.
Wherein, described system also comprises:
Integration module, for integrated IT operation management system instrument;
Add module, for adding department's Virtual Service platform and service groups Virtual Service platform to described IT operation management system instrument in institutional mode.
Wherein, described system also comprises:
First connection establishment module, for the call connection of the department's Virtual Service platform and service call center of setting up each business department;
Second connection establishment module, for the call connection of the service groups Virtual Service platform and service call center of setting up each service groups.
The invention provides a kind of operation management method and system based on Virtual Service platform, by setting up total Virtual Service platform, and be that each business department and each service groups set up corresponding Virtual Service platform, all departments' Virtual Service platform is by incident management, operation maintenance personnel, O&M product, total Virtual Service platform is uploaded to after the business information such as customer data and Asset Allocation encapsulates, by all departments independently business information carry out concentrate show and unified management, achieve by all departments independently business information share, simultaneously, what also reduce information desk repeats setting, save the operation cost of information desk, in addition, respectively to total Virtual Service platform, department's Virtual Service platform and service groups Virtual Service platform carry out corresponding priority assignation, ensure that the business information of all departments is independent, do not interfere with each other.
Accompanying drawing explanation
In order to be illustrated more clearly in disclosure embodiment or technical scheme of the prior art, be briefly described to the accompanying drawing used required in embodiment or description of the prior art below, apparently, accompanying drawing in the following describes is only embodiments more of the present disclosure, for those of ordinary skill in the art, under the prerequisite not paying creative work, other accompanying drawing can also be obtained according to these figure.
The process flow diagram of a kind of operation management method based on Virtual Service platform that Fig. 1 provides for one embodiment of the invention;
The department that Fig. 2 provides for one embodiment of the invention or Virtual Service platform corresponding to service groups carry out unifying the process flow diagram of incident management;
Fig. 3 carries out the process flow diagram of incident management for operation management system that one embodiment of the invention provides;
The structural representation of a kind of operation management system based on Virtual Service platform that Fig. 4 provides for one embodiment of the invention.
Embodiment
Below in conjunction with the accompanying drawing in disclosure embodiment, be clearly and completely described the technical scheme in disclosure embodiment, obviously, described embodiment is only the present invention's part embodiment, instead of whole embodiments.Based on the embodiment in the disclosure, those of ordinary skill in the art are not making the every other embodiment obtained under creative work prerequisite, all belong to the scope of disclosure protection.
As shown in Figure 1, the disclosure one embodiment provides a kind of operation management method based on Virtual Service platform, and described method comprises the steps:
S1, set up total Virtual Service platform;
Wherein, total Virtual Service platform is the unified entrance of department's Virtual Service platform corresponding to each business department.
S2, set up department's Virtual Service platform of each business department respectively, obtain the business information of each business department, and the business information of each business department is uploaded to corresponding department's Virtual Service platform;
Wherein, department's Virtual Service platform corresponding to each business department can to accepting application system or product event, and personnel assigned process, coupling knowledge base information and improve customer data.
Wherein, each business department by department's Virtual Service platform according to different business flow process carry out event handling.
S3, encapsulate the business information in each business department's Virtual Service platform, the business information after all departments being encapsulated uploads to described total Virtual Service platform.
Wherein, the information of total Virtual Service platform to all departments' Virtual Service platform is shared.
In the present embodiment, all departments or Virtual Service platform corresponding to service groups are managed application system and product event by unified incident management flow process, as shown in Figure 2, in operation management system, business department or Virtual Service platform corresponding to service groups to the flow process that the event produced processes are:
Receive event request;
Event is distributed to related personnel;
Related personnel receives event;
Related personnel processes the event received;
The knowledge base information of coupling respective virtual information desk, carries out assets change;
Respective virtual information desk close event.
Concrete, all departments' Virtual Service platform processes the event received according to the business model of correspondence, and carries out incident management according to unified incident management flow process.
A kind of operation management method based on Virtual Service platform that the present embodiment provides, by setting up total Virtual Service platform, and be that each business department and each service groups set up corresponding Virtual Service platform, all departments' Virtual Service platform is by incident management, operation maintenance personnel, O&M product, total Virtual Service platform is uploaded to after the business information such as customer data and Asset Allocation encapsulates, by all departments independently business information carry out concentrate show and unified management, achieve by all departments independently business information share, simultaneously, what also reduce information desk repeats setting, save the operation cost of information desk.
In the present embodiment, described method also comprises not shown step:
S4, set up the service groups Virtual Service platform of each service groups respectively, obtain the business information of each service groups, and the business information of each service groups is uploaded to corresponding service groups Virtual Service platform;
S5, the business information in each service groups Virtual Service platform to be encapsulated, the business information after each service groups encapsulation is uploaded to described department Virtual Service platform.
Wherein, department's Virtual Service platform is the unified entrance of service groups Virtual Service platform corresponding to subordinate service groups.
Concrete, can be accepted application system or product event by service groups Virtual Service platform corresponding to each service groups and personnel assigned processes, and mate knowledge base information and improve customer data.
In another embodiment disclosed by the invention, the basis of the technical scheme that described method provides at above-described embodiment also comprises not shown step:
Respectively corresponding priority assignation is carried out to total Virtual Service platform, department's Virtual Service platform and service groups Virtual Service platform.
Concrete, total Virtual Service platform only allows user A to inquire about the corresponding service information of each business department by total Virtual Service platform;
Department's Virtual Service platform only allows user B by the corresponding service information of service groups belonging to department's Virtual Service platform inquiry;
Service groups Virtual Service platform only allows that user C accepts application system and product event, personnel assigned processes, improve customer data and inquired about the corresponding service information of corresponding service groups by service groups Virtual Service platform.
A kind of operation management method based on Virtual Service platform that the present embodiment provides, by carrying out corresponding priority assignation to total Virtual Service platform, department's Virtual Service platform and service groups Virtual Service platform respectively, ensure that the business information of all departments does not interfere with each other.
In the present embodiment, described method also comprises not shown step:
Integrated IT operation management system instrument;
Department's Virtual Service platform and service groups Virtual Service platform is added to described IT operation management system instrument in institutional mode.
Concrete, the data one_to_one corresponding in each business department and virtualization services platform corresponding to service groups and IT operation management system instrument.
Concrete, unified on the operation maintenance personnel computer of business department and service groups application IT operation management system instrument is installed, is entered the IT operation management system of default Virtual Service platform by control of authority operation maintenance personnel.
In another embodiment disclosed by the invention, the basis of the technical scheme that described method provides at above-described embodiment also comprises not shown step:
Set up department's Virtual Service platform of each business department and the call connection at service call center;
Set up the service groups Virtual Service platform of each service groups and the call connection at service call center.
Concrete, as shown in Figure 3, in operation management system, different call requests is directly linked into each business department or Virtual Service platform corresponding to each service groups by service call center, it should be noted that, the call request of corresponding service group Virtual Service platform also can be transferred by affiliated function's Virtual Service platform, the service groups Virtual Service platform of each service groups to call request information by service call receive centre, is accepted also personnel assigned to application system and hardware product and processes the event produced;
It should be noted that the business department for not setting up service groups Virtual Service platform, then directly also personnel assigned is accepted to application system and hardware product by department's Virtual Service platform and the event produced is processed.
Wherein, described service call center exchanges PBX Integration ofTechnology by automatic voice responding IVR, auto-calling distribution ACD, computer telephone integration CTI and smart phone, ensure that in the Virtual Service platform that the different event request access of different client is corresponding, the Virtual Service platform making the event of generation corresponding with business department or service groups keeps Single Point of Contact.
A kind of operation management method based on Virtual Service platform that the present embodiment provides, by setting up the connection of service call center and Virtual Service platform, call request is directly sent to corresponding Virtual Service platform, related personnel is assigned to carry out event handling, improve the work efficiency of operational system, meanwhile, increase customer satisfaction degree.
As shown in Figure 4, the disclosure one embodiment provides a kind of operation management system based on Virtual Service platform, and described system comprises: total Virtual Service platform sets up module 41, department's Virtual Service platform sets up module 42 and transmission module 43 on first;
Described total Virtual Service platform sets up module 41, for setting up total Virtual Service platform;
Described department Virtual Service platform sets up module 42, for setting up department's Virtual Service platform of each business department respectively, obtains the business information of each business department, and the business information of each business department is uploaded to corresponding department's Virtual Service platform;
Transmission module 43 on described first, for encapsulating the business information in each business department's Virtual Service platform, the business information after all departments being encapsulated uploads to described total Virtual Service platform.
In the present embodiment, described system also comprises not shown service groups Virtual Service platform and sets up transmission module on module and second;
Described service groups Virtual Service platform sets up module, for setting up the service groups Virtual Service platform of each service groups respectively, obtains the business information of each service groups, and the business information of each service groups is uploaded to corresponding service groups Virtual Service platform;
Transmission module on described second, for encapsulating the business information in each service groups Virtual Service platform, uploads to described department Virtual Service platform by the business information after each service groups encapsulation.
In the present embodiment, described system also comprises not shown priority assignation module;
Described priority assignation module, for carrying out corresponding priority assignation to total Virtual Service platform, department's Virtual Service platform and service groups Virtual Service platform respectively.
In the present embodiment, described system also comprises not shown integration module and adds module;
Described integration module, for integrated IT operation management system instrument;
Described interpolation module, for adding department's Virtual Service platform and service groups Virtual Service platform to described IT operation management system instrument in institutional mode.
In the present embodiment, described system also comprises the first not shown connection establishment module and the second connection establishment module;
Described connection establishment module, for the call connection of the department's Virtual Service platform and service call center of setting up each business department;
Described second connection establishment module, for the call connection of the service groups Virtual Service platform and service call center of setting up each service groups.
Concrete, call request can be transferred to its subordinate service groups Virtual Service platform by described department Virtual Service platform.
Disclosure embodiment provides a kind of operation management system based on Virtual Service platform, by setting up total Virtual Service platform, and be that each business department and each service groups set up corresponding Virtual Service platform, all departments' Virtual Service platform uploads to total Virtual Service platform after the business information such as incident management, operation maintenance personnel, O&M product, customer data and Asset Allocation being encapsulated, each service groups Virtual Service platform accepts event and processes, and has following beneficial effect:
1, decrease the duplicate construction of information desk, reduce the operation cost that man power and material drops into, saves information desk.
2, realize data message centralized management, concentrate and show and shared information.
3, each business department carries out event handling by the different business flow process of department's Virtual Service platform configuration, the data message complementation interference between department.
4, set up service call center, event request is directly sent to corresponding Virtual Service platform, carries out event handling, increase work efficiency and customer satisfaction.
One of ordinary skill in the art will appreciate that: above each embodiment, only in order to technical scheme of the present invention to be described, is not intended to limit; Although with reference to foregoing embodiments to invention has been detailed description, those of ordinary skill in the art is to be understood that: it still can be modified to the technical scheme described in foregoing embodiments, or carries out equivalent replacement to wherein some or all of technical characteristic; And these amendments or replacement, do not make the essence of appropriate technical solution depart from the scope of the claims in the present invention.
Claims (10)
1. based on an operation management method for Virtual Service platform, it is characterized in that, described method comprises:
Set up total Virtual Service platform;
Set up department's Virtual Service platform of each business department respectively, obtain the business information of each business department, and the business information of each business department is uploaded to corresponding department's Virtual Service platform;
Encapsulate the business information in each business department's Virtual Service platform, the business information after all departments being encapsulated uploads to described total Virtual Service platform.
2. method according to claim 1, is characterized in that, described method also comprises:
Set up the service groups Virtual Service platform of each service groups respectively, obtain the business information of each service groups, and the business information of each service groups is uploaded to corresponding service groups Virtual Service platform;
Business information in each service groups Virtual Service platform is encapsulated, the business information after each service groups encapsulation is uploaded to described department Virtual Service platform.
3. method according to claim 2, is characterized in that, described method also comprises:
Respectively corresponding priority assignation is carried out to total Virtual Service platform, department's Virtual Service platform and service groups Virtual Service platform.
4. according to the method in claim 2 or 3, it is characterized in that, described method also comprises:
Integrated IT operation management system instrument;
Department's Virtual Service platform and service groups Virtual Service platform is added to described IT operation management system instrument in institutional mode.
5. method according to claim 1, is characterized in that, described method also comprises:
Set up department's Virtual Service platform of each business department and the call connection at service call center;
Set up the service groups Virtual Service platform of each service groups and the call connection at service call center.
6. based on an operation management system for Virtual Service platform, it is characterized in that, described system comprises:
Total Virtual Service platform sets up module, for setting up total Virtual Service platform;
Department's Virtual Service platform sets up module, for setting up department's Virtual Service platform of each business department respectively, obtains the business information of each business department, and the business information of each business department is uploaded to corresponding department's Virtual Service platform;
Transmission module on first, for encapsulating the business information in each business department's Virtual Service platform, the business information after all departments being encapsulated uploads to described total Virtual Service platform.
7. system according to claim 6, is characterized in that, described system also comprises:
Service groups Virtual Service platform sets up module, for setting up the service groups Virtual Service platform of each service groups respectively, obtains the business information of each service groups, and the business information of each service groups is uploaded to corresponding service groups Virtual Service platform;
Transmission module on second, for encapsulating the business information in each service groups Virtual Service platform, uploads to described department Virtual Service platform by the business information after each service groups encapsulation.
8. system according to claim 7, is characterized in that, described system also comprises:
Priority assignation module, for carrying out corresponding priority assignation to total Virtual Service platform, department's Virtual Service platform and service groups Virtual Service platform respectively.
9. the system according to claim 7 or 8, is characterized in that, described system also comprises:
Integration module, for integrated IT operation management system instrument;
Add module, for adding department's Virtual Service platform and service groups Virtual Service platform to described IT operation management system instrument in institutional mode.
10. system according to claim 1, is characterized in that, described system also comprises:
First connection establishment module, for the call connection of the department's Virtual Service platform and service call center of setting up each business department;
Second connection establishment module, for the call connection of the service groups Virtual Service platform and service call center of setting up each service groups.
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| Application Number | Priority Date | Filing Date | Title |
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| CN201510703286.4A CN105404954A (en) | 2015-10-26 | 2015-10-26 | Operation and maintenance management method and system based on virtual service desks |
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| CN201510703286.4A CN105404954A (en) | 2015-10-26 | 2015-10-26 | Operation and maintenance management method and system based on virtual service desks |
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| CN105404954A true CN105404954A (en) | 2016-03-16 |
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Cited By (1)
| Publication number | Priority date | Publication date | Assignee | Title |
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| CN106327144A (en) * | 2016-08-05 | 2017-01-11 | 合肥东上多媒体科技有限公司 | Virtual service desk setup method |
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| CN1585436A (en) * | 2004-06-16 | 2005-02-23 | 侯万春 | Method for providing virtual office equipment number service of group by virtual office equipment apparatus |
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- 2015-10-26 CN CN201510703286.4A patent/CN105404954A/en active Pending
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| Publication number | Priority date | Publication date | Assignee | Title |
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| CN1585436A (en) * | 2004-06-16 | 2005-02-23 | 侯万春 | Method for providing virtual office equipment number service of group by virtual office equipment apparatus |
Non-Patent Citations (1)
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| 李纪铀 等: "铁路企业运维综合服务台的研究及实现", 《铁路计算机应用》 * |
Cited By (1)
| Publication number | Priority date | Publication date | Assignee | Title |
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| CN106327144A (en) * | 2016-08-05 | 2017-01-11 | 合肥东上多媒体科技有限公司 | Virtual service desk setup method |
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Application publication date: 20160316 |