CN114781942A - Management method and device of service management platform - Google Patents
Management method and device of service management platform Download PDFInfo
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- CN114781942A CN114781942A CN202210700794.7A CN202210700794A CN114781942A CN 114781942 A CN114781942 A CN 114781942A CN 202210700794 A CN202210700794 A CN 202210700794A CN 114781942 A CN114781942 A CN 114781942A
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q10/00—Administration; Management
- G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
- G06Q10/063—Operations research, analysis or management
- G06Q10/0637—Strategic management or analysis, e.g. setting a goal or target of an organisation; Planning actions based on goals; Analysis or evaluation of effectiveness of goals
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q10/00—Administration; Management
- G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
- G06Q10/063—Operations research, analysis or management
- G06Q10/0631—Resource planning, allocation, distributing or scheduling for enterprises or organisations
- G06Q10/06315—Needs-based resource requirements planning or analysis
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q50/00—Systems or methods specially adapted for specific business sectors, e.g. utilities or tourism
- G06Q50/10—Services
Abstract
The invention provides a management method and a device of a service management platform, wherein the method comprises the following steps: receiving service commitment information uploaded by a user; the service commitment information is service commitment information formulated by the user and a third-party client; identifying the service commitment information to obtain at least one service item corresponding to the service commitment information; generating a corresponding service target according to the service item; acquiring monitoring information of a user on target service provided by the third-party client; judging whether the target service reaches the service target or not according to the monitoring information of the target service to obtain service condition statistical data; and determining the adjustment information of the target service according to the service condition statistical data. In the invention, a service target is formulated according to the customer requirements, and the service target is tracked and processed, so that closed-loop tracking and processing of system problems are realized, the structure is simple, the maintenance is easy, and the operation of an operation page is supported.
Description
Technical Field
The present invention relates to the field of service management, and in particular, to a method and an apparatus for managing a service management platform.
Background
The current service management is mainly that enterprises promise to reach corresponding service levels to clients through document description, and clear measures are not provided for the operation level of the enterprises to the client service; the system in the prior art can not realize fine management service, only can establish a business target, and has insufficient systematization of management dimension; closed-loop tracking is lacked, and management means and solution measures for the service which does not reach the standard are lacked; therefore, how to measure the operation level of the enterprise to the customer service and ensure the customer satisfaction degree is a new problem to improve and track the substandard service.
Disclosure of Invention
The invention provides a management method and a management device of a service management platform, which are used for solving the problems that the management dimensionality of service management in the prior art is not systematized enough and closed-loop tracking processing cannot be carried out.
In order to solve the above problems, the present invention is realized by:
in a first aspect, the present invention provides a management method for a service management platform, including:
receiving service commitment information uploaded by a user; the service commitment information is service commitment information formulated by the user and a third-party client;
identifying the service commitment information to obtain at least one service item corresponding to the service commitment information;
generating a corresponding service target according to the service item;
acquiring monitoring information of a user on target service provided by the third-party client;
judging whether the target service reaches the service target or not according to the monitoring information of the target service to obtain service condition statistical data;
and determining the adjustment information of the target service according to the service condition statistical data.
Optionally, the method further includes:
and generating and displaying a data statistics billboard according to the service condition statistical data.
Optionally, the service item comprises a customer service item;
the pair of customer service items includes at least one of: payment service items, ticketing service items, and tax service items.
Optionally, the service commitment is a service commitment made by the user and a third party customer based on a service level agreement.
Optionally, the determining, according to the monitoring information of the target service, whether the target service reaches the service target to obtain service condition statistical data, and then further including:
and if the target service does not reach the service target, issuing an alarm instruction to the user.
In a second aspect, the present invention provides a management apparatus for a service management platform, including:
the receiving module is used for receiving the service commitment information uploaded by the user; the service commitment information is service commitment information formulated by the user and a third-party client;
the first processing module is used for identifying the service commitment information and obtaining at least one service item corresponding to the service commitment information;
the generating module is used for generating a corresponding service target according to the service item;
the acquisition module is used for acquiring monitoring information of a user on the target service provided by the third-party client;
the second processing module is used for judging whether the target service reaches the service target or not according to the monitoring information of the target service to obtain service condition statistical data;
and the third processing module is used for determining the adjustment information of the target service according to the service condition statistical data.
Optionally, the method further includes:
and the statistical module is used for generating and displaying a data statistical billboard according to the service condition statistical data.
Optionally, the service item comprises a customer service item;
the pair of customer service items includes at least one of: payment service items, ticketing service items, and tax service items.
Optionally, the service commitment is a service commitment made by the user and a third party client based on a service level agreement.
Optionally, the method further includes:
and the alarm module is used for sending an alarm instruction to a user if the target service is judged not to reach the service target.
In a third aspect, an embodiment of the present invention provides a server, including: a processor, a memory and a program stored on the memory and running on the processor, which program, when executed by the processor, carries out the steps of the management method of the service management platform according to any one of the first aspect.
In a fourth aspect, the embodiment of the present invention provides a computer-readable storage medium, on which a computer program is stored, and when the computer program is executed by a processor, the computer program implements the steps of the management method of the service management platform according to any one of the first aspect.
In the invention, a service target is formulated according to customer requirements, and the service target is tracked and processed, so that closed-loop tracking and processing of system problems are realized, the structure is simple, the maintenance is easy, and the operation of a page is supported.
Drawings
Various other advantages and benefits will become apparent to those of ordinary skill in the art upon reading the following detailed description of the preferred embodiments. The drawings are only for purposes of illustrating the preferred embodiments and are not to be construed as limiting the invention. Also, like reference numerals are used to refer to like parts throughout the drawings. In the drawings:
fig. 1 is a flowchart of a management method of a service management platform according to an embodiment of the present invention;
fig. 2 is a general flowchart of a management method of a service management platform according to an embodiment of the present invention;
fig. 3 is a system flowchart of a management method of a service management platform according to an embodiment of the present invention;
fig. 4 is a structural diagram of a management apparatus of a service management platform according to an embodiment of the present invention;
fig. 5 is a diagram of a server architecture according to an embodiment of the present invention.
Detailed Description
In order to make the objects, technical solutions and advantages of the embodiments of the present invention clearer, the technical solutions of the embodiments of the present invention will be clearly and completely described below with reference to the drawings of the embodiments of the present invention. It should be apparent that the described embodiments are only some of the embodiments of the present invention, and not all of them. All other embodiments, which can be derived by a person skilled in the art from the description of the embodiments of the invention given above, are within the scope of protection of the invention.
Unless defined otherwise, technical or scientific terms used herein shall have the ordinary meaning as understood by one of ordinary skill in the art to which this invention belongs. The use of "first," "second," and similar terms in the present application do not denote any order, quantity, or importance, but rather the terms are used to distinguish one element from another. The terms "connected" or "coupled" and the like are not restricted to physical or mechanical connections, but may include electrical connections, whether direct or indirect. "upper", "lower", "left", "right", and the like are used merely to indicate relative positional relationships, and when the absolute position of the object being described is changed, the relative positional relationships are changed accordingly.
Referring to fig. 1, an embodiment of the present invention provides a management method for a service management platform, including:
step 11: receiving service commitment information uploaded by a user; the service commitment information is service commitment information formulated by the user and a third-party client;
step 12: identifying the service commitment information to obtain at least one service item corresponding to the service commitment information;
step 13: generating a corresponding service target according to the service item;
step 14: acquiring monitoring information of a user on target service provided by the third-party client;
step 15: judging whether the target service reaches the service target or not according to the monitoring information of the target service to obtain service condition statistical data;
step 16: and determining the adjustment information of the target service according to the service condition statistical data.
In the embodiment of the invention, the service is decomposed into different service targets based on the SLA service level agreement, corresponding processing timeliness requirements are formulated for the service targets, the standard reaching level of the service is monitored by the system, and reason analysis is carried out based on the standard reaching condition to form service improvement and closed-loop management.
In the embodiment of the present invention, in step 11, the service commitment is a service commitment made by the user and a third-party client based on an SLA service level agreement; in step 12, the service item comprises a customer service item; the pair of customer service items includes at least one of: a payment service item, a ticketing service item, and a tax service item; the service provider cooperates with the client, provides different services for the client, and effectively splits the service based on the service; in step 13, a corresponding service target is generated according to the service item, and different services have different timeliness requirements, for example: the payment service requires that the payment can be made to the account within a specified time; the bill service requires a client to apply for a bill for providing a bill voucher for the client within a certain time; the tax service requires to send detailed contents to the client regularly, etc.; one or more sub-goals are corresponded to by a service, if the goal is achieved, the service provider can achieve the promise of the customer, and the service quality is within the customer expectation; if the target is not achieved, the service is not up to the standard, and the service quality deviates from the customer expectation; in step 14-16, acquiring monitoring information of a user on a target service provided by the third-party client; judging whether the target service reaches the service target or not according to the monitoring information of the target service to obtain service condition statistical data; determining the adjustment information of the target service according to the service condition statistical data; if the service does not reach the service target, issuing an alarm instruction to a user; monitoring data based on the service indexes of the SLA service level agreement, and counting service data provided based on the SLA service level agreement according to different periods; and forming a service improvement scheme based on the service data, and performing iterative optimization on system functions so as to improve service quality.
In the embodiment of the present invention, optionally, the method further includes:
and generating and displaying a data statistics billboard according to the service condition statistical data.
Referring to fig. 2, in the embodiment of the present invention, the service management platform splits service items based on the service requirement promised by the service provider to the customer, i.e. promises to the customer service; namely receiving service commitment information uploaded by a user; identifying the service commitment information, and obtaining at least one service item corresponding to the service commitment information, for example: the service provider splits the service commitment to the guest into: the service provider cooperates with the client to provide different services for the client, and the effective splitting is carried out based on the service services; then, generating corresponding service targets according to the service items, wherein different services have different timeliness requirements, such as: the payment service requires that money can be made and the bill can be paid within a set time, the bill service requires that a client applies for a bill to provide a bill voucher for the client within a certain time, and the tax service requires that detailed contents and the like are sent to the client regularly; one service corresponds to a plurality of sub-targets, namely a service target, if the target is achieved, the service provider can achieve the promise of the customer, and the service quality is within the customer expectation; if the target is not achieved, the service does not reach the standard, and the service quality deviates from the customer expectation; then, monitoring response and processing are carried out, namely data monitoring is carried out on the service indexes based on the SLA service level agreement, and service data provided based on the SLA service level agreement is counted according to different periods; and finally, generating a service improvement scheme, namely forming the service improvement scheme based on the service data, and performing iterative optimization on the system function so as to improve the service quality.
Referring to fig. 3, in the embodiment of the present invention, taking the service management platform as an SLA system, that is, taking a service management platform based on an SLA service level agreement as an example, first, entering the SLA system; then, establishing SLA indexes, namely receiving service commitment information uploaded by a user; the service commitment information is service commitment information formulated by the user and a third-party client; identifying the service commitment information to obtain at least one service item corresponding to the service commitment information; generating a corresponding service target according to the service item; then, data monitoring is carried out, namely monitoring information of the target service provided by the third-party client by the user is obtained; then, judging whether the SLA index reaches the standard or not, namely judging whether the target service reaches the service target or not according to the monitoring information of the target service; if the service condition reaches the standard, entering an SLA database to obtain service condition statistical data; finally, generating a data statistics billboard, and quitting the SLA system; if the target service does not reach the standard, analyzing the reason of the non-standard, and establishing an improved tracking item, namely determining the adjustment information of the target service according to the service condition statistical data.
In the embodiment of the invention, the management mechanism of the SLA service level agreement is comprehensively established, the substandard indexes are subjected to closed-loop management, the service optimization is realized, and the stable operation of the service of an enterprise to a customer promised order is ensured; and index data of each period, reasons of non-standard, tracking of improved items and historical trend statistics of service stability can be recorded, a direction of service optimization improvement is given, and a decision suggestion is provided for a manager.
Referring to fig. 4, the present invention provides a management apparatus for a service management platform, including:
a receiving module 41, configured to receive service commitment information uploaded by a user; the service commitment information is service commitment information formulated by the user and a third-party client;
a first processing module 42, configured to identify the service commitment information, and obtain at least one service item corresponding to the service commitment information;
a generating module 43, configured to generate a corresponding service target according to the service item;
an obtaining module 44, configured to obtain monitoring information of a target service provided by the third-party client by a user;
the second processing module 45 is configured to determine whether the target service reaches the service target according to the monitoring information of the target service, so as to obtain service condition statistical data;
a third processing module 46, configured to determine adjustment information of the target service according to the service condition statistical data.
In the embodiment of the present invention, optionally, the method further includes:
and the statistical module is used for generating and displaying a data statistical billboard according to the service condition statistical data.
In this embodiment of the present invention, optionally, the service item includes a customer service item;
the pair of customer service items includes at least one of: payment service items, ticketing service items, and tax service items.
In this embodiment of the present invention, optionally, the service commitment is a service commitment made by the user and the third-party client based on a service level agreement.
In the embodiment of the present invention, optionally, the method further includes:
and the alarm module is used for issuing an alarm instruction to a user if the target service is judged not to reach the service target.
The management device of the service management platform provided in the embodiment of the present invention can implement each process implemented by the management method of the service management platform in the method embodiment of fig. 1, and is not described herein again to avoid repetition.
Referring to fig. 5, an embodiment of the present invention further provides a server 50, which includes a processor 51, a memory 52, and a computer program stored in the memory 52 and running on the processor 51, where the computer program, when executed by the processor 51, implements each process of the management method embodiment of the service management platform, and can achieve the same technical effect, and is not described herein again to avoid repetition.
The embodiment of the present invention further provides a computer-readable storage medium, where a computer program is stored on the computer-readable storage medium, and when the computer program is executed by a processor, the computer program implements each process of the management method embodiment of the service management platform, and can achieve the same technical effect, and in order to avoid repetition, the detailed description is omitted here. The computer-readable storage medium may be a Read-Only Memory (ROM), a Random Access Memory (RAM), a magnetic disk or an optical disk.
It should be noted that, in this document, the terms "comprises," "comprising," or any other variation thereof, are intended to cover a non-exclusive inclusion, such that a process, method, article, or apparatus that comprises a list of elements does not include only those elements but may include other elements not expressly listed or inherent to such process, method, article, or apparatus. Without further limitation, an element identified by the phrase "comprising an … …" does not exclude the presence of other identical elements in the process, method, article, or apparatus that comprises the element.
Through the description of the foregoing embodiments, it is clear to those skilled in the art that the method of the foregoing embodiments may be implemented by software plus a necessary general hardware platform, and certainly may also be implemented by hardware, but in many cases, the former is a better implementation. Based on such understanding, the technical solutions of the present invention or portions thereof contributing to the prior art may be embodied in the form of a software product, which is stored in a storage medium (such as ROM/RAM, magnetic disk, optical disk) and includes instructions for enabling a terminal (such as a mobile phone, a computer, a server, an air conditioner, or a terminal) to execute the method according to the embodiments of the present invention.
While the present invention has been described with reference to the particular illustrative embodiments, it is to be understood that the invention is not limited to the disclosed embodiments, but is intended to cover various modifications, equivalent arrangements, and equivalents thereof, which may be made by those skilled in the art without departing from the spirit and scope of the invention as defined by the appended claims.
Claims (10)
1. A management method for a service management platform is characterized by comprising the following steps:
receiving service commitment information uploaded by a user; the service commitment information is service commitment information formulated by the user and a third-party client;
identifying the service commitment information to obtain at least one service item corresponding to the service commitment information;
generating a corresponding service target according to the service item;
acquiring monitoring information of a user on target service provided by the third-party client;
judging whether the target service reaches the service target or not according to the monitoring information of the target service to obtain service condition statistical data;
and determining the adjustment information of the target service according to the service condition statistical data.
2. The method for managing the service management platform according to claim 1, further comprising:
and generating and displaying a data statistics billboard according to the service condition statistical data.
3. The method of claim 1,
the service item comprises a customer service item;
the pair of customer service items includes at least one of: payment service items, ticketing service items, and tax service items.
4. The method of claim 1,
the service commitment is a service commitment made by the user and a third party client based on a service level agreement.
5. The method for managing a service management platform according to claim 1, wherein the determining, according to the monitoring information of the target service, whether the target service reaches the service target to obtain service condition statistical data, further comprises:
and if the target service does not reach the service target, issuing an alarm instruction to the user.
6. A management apparatus of a service management platform, comprising:
the receiving module is used for receiving the service commitment information uploaded by the user; the service commitment information is service commitment information formulated by the user and a third-party client;
the first processing module is used for identifying the service commitment information and obtaining at least one service item corresponding to the service commitment information;
the generating module is used for generating a corresponding service target according to the service item;
the acquisition module is used for acquiring monitoring information of a user on the target service provided by the third-party client;
the second processing module is used for judging whether the target service reaches the service target or not according to the monitoring information of the target service to obtain service condition statistical data;
and the third processing module is used for determining the adjustment information of the target service according to the service condition statistical data.
7. The management device of the service management platform of claim 6, further comprising:
and the statistical module is used for generating and displaying a data statistical billboard according to the service condition statistical data.
8. The management device of the service management platform of claim 6,
the service item comprises a customer service item;
the pair of customer service items includes at least one of: payment service items, ticketing service items, and tax service items.
9. A server, comprising: processor, memory and a program stored on the memory and running on the processor, which when executed by the processor implements the steps of the management method of the service management platform according to any one of claims 1 to 5.
10. A computer-readable storage medium, characterized in that it has stored thereon a computer program which, when being executed by a processor, carries out the steps of the management method of the service management platform according to any one of claims 1 to 5.
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| CN202210700794.7A CN114781942A (en) | 2022-06-21 | 2022-06-21 | Management method and device of service management platform |
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Cited By (1)
| Publication number | Priority date | Publication date | Assignee | Title |
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| CN115619292A (en) * | 2022-12-19 | 2023-01-17 | 云账户技术(天津)有限公司 | Method and device for problem management |
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