[原创]ITIL运营-服务请求履行模块浅析之三：工具篇
学习资料：IT运维管理社区专家讲堂直播300期视频回放
最近工作有点忙，所以第三篇有点完，而且还未完成，需要进一步研究，所以现在先贴出来我收集的资料，欢迎大家共同讨论并提意见，共同把工具篇完善。国内ITIl工具厂商也也可以在此推荐自己的工具哦。-----------------------------前面两篇文章中讨论了理论的内容，并分析了请求履行模块的范围、好处和关键步骤，本篇中将着重整理现有国外大公司在网上公布基于本模块的宣传资料，收集整理肯定有所遗漏，期望大家一起讨论补充，国内的厂家也可推荐自己的工具共同讨论。BMC-ServiceRequestManagement貌似并没有用最有名的remedy品牌，而是单独宣传ServiceRequestManagement,宣传资料如附件，关键内容节选如下：
BusinessChallengeTheservicedeskisoftenoverloadedwithrepetitiveend-userrequeststhatlimitIT’sabilitytofocusonrestoringcriticalbusinessservicesandexecutingprojectsthatdelivernewvaluetothebusiness.Manyoftheseend-userrequestsareforstandardservices,suchasemployeeon-boar**,equipmentordering,andpasswordresets.Additionally,theback-officefulfillmenttasksforthesetypesofrequestsareoftenmanual,thuslimitingIT’sabilitytotrackapprovalsanddeterminethecostofservices.Thisoftenslowsrequestfulfillment,impactsservicedelivery,andreducestheperceivedvalueofITfromthebusinessusers’perspective.TheBMCSolutionBMCServiceRequestManagementallowsITandotherserviceproviderorganizations(suchashumanresourcesandfacilities)toeasilydefineavailableservices,publishthoseservicesinaservicecatalog,andautomatetherequestandfulfillmentofthoseservicesfortheend-usercommunitythroughaservicerequestmanagementportal.Italsoprovidesuserswithaccesstoknowledgebasearticles,whichhelpsdeflectcallstotheservicedesk.KeyBenefits»Empowerenduserstotakemorecontrolovertheirservicerequeststhroughaself-serviceinterface»Improvetheefficiencyofprocessingend-userservicerequests»Ensurehigh-qualityservicedeliveryandcustomersatisfaction»Ensureconsistencyinservicedeliveryandreducedcoststhroughautomation»Supportmoreeffectivedemandandresourcemanagement»Reducehelpdeskcallvolumewithamobileself-serviceportalavailableanywhere,anytime有2个截图可以给大家参考一下。图1，系统界面让大家有个基本的了解。图2，BMC公司详细的描述了上了系统以后可以实现的具体目标，如减少呼叫中心50%-70%的呼叫量，这是一个非常现实的并且诱人的好处。 占沙发留作以后更新 CA - Unicenter® Service Catalog 占板凳留作以后更新 IBM - Tivoli Service Request Manager 占板凳的板凳留作以后更新 HP Service Manager Service Catalog module 占座。。。 留作以后更新 IBM Tivoli Service Request
页:
[1]
2