IT服务DOCPROPERTY"proposalname"需求分析报告(DOCPROPERTY"AM"\*MERGEFORMAT全部)文档说明目录TOC\o"1-3"\h\zHYPERLINK\l"_Toc479324966"1项目背景PAGEREF_Toc479324966\h4HYPERLINK\l"_Toc479324967"2项目运维访谈介绍PAGEREF_Toc479324967\h5HYPERLINK\l"_Toc479324968"2.1受访者PAGEREF_Toc479324968\h5HYPERLINK\l"_Toc479324969"2.2文件PAGEREF_Toc479324969\h6HYPERLINK\l"_Toc479324970"3运维现状与差距分析PAGEREF_Toc479324970\h7HYPERLINK\l"_Toc479324971"3.1信息系统服务内容清单PAGEREF_Toc479324971\h7HYPERLINK\l"_Toc479324972"3.1.1面向用户服务目录PAGEREF_Toc479324972\h7HYPERLINK\l"_Toc479324973"3.1.2运维服务详细内容PAGEREF_Toc479324973\h7HYPERLINK\l"_Toc479324974"3.2维护现状总结与ITSM差距分析PAGEREF_Toc479324974\h12HYPERLINK\l"_Toc479324975"3.2.1事件流程/服务台PAGEREF_Toc479324975\h12HYPERLINK\l"_Toc479324976"3.2.2问题流程PAGEREF_Toc479324976\h14HYPERLINK\l"_Toc479324977"3.2.3变更流程PAGEREF_Toc479324977\h16HYPERLINK\l"_Toc479324978"3.2.4配置流程PAGEREF_Toc479324978\h18HYPERLINK\l"_Toc479324979"4本期需求分析PAGEREF_Toc479324979\h20HYPERLINK\l"_Toc479324980"4.1本期实施范围和运维管理模式PAGEREF_Toc479324980\h20HYPERLINK\l"_Toc479324981"4.2本期XX运维管理实施内容PAGEREF_Toc479324981\h21HYPERLINK\l"_Toc479324982"4.2.1运维电子化平台的部署PAGEREF_Toc479324982\h22HYPERLINK\l"_Toc479324983"4.2.2统一受理服务台PAGEREF_Toc479324983\h23HYPERLINK\l"_Toc479324984"4.2.3事件流程PAGEREF_Toc479324984\h32HYPERLINK\l"_Toc479324985"4.2.4问题流程PAGEREF_Toc479324985\h48HYPERLINK\l"_Toc479324986"4.2.5变更流程PAGEREF_Toc479324986\h52HYPERLINK\l"_Toc479324987"4.2.6配置流程PAGEREF_Toc479324987\h62HYPERLINK\l"_Toc479324988"4.2.7知识管理PAGEREF_Toc479324988\h67HYPERLINK\l"_Toc479324989"4.2.8升级PAGEREF_Toc479324989\h76HYPERLINK\l"_Toc479324990"4.2.9催办PAGEREF_Toc479324990\h78HYPERLINK\l"_Toc479324991"4.2.10回访PAGEREF_Toc479324991\h78HYPERLINK\l"_Toc479324992"4.2.11系统权限PAGEREF_Toc479324992\h78HYPERLINK\l"_Toc479324993"4