Small and medium-sized enterprise event management process

A technology for small and medium-sized enterprises and event processing, applied in the direction of data processing applications, instruments, resources, etc., can solve problems such as no event management process, emergencies cannot be resolved in a timely and efficient manner, and affect user use

Inactive Publication Date: 2016-06-29
YILAN YUNLIAN TECH CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0004] There is no effective event management process in the existing technology, and emergencies cannot be resolved in a timely and efficient manner, resulting in instability of the enterprise business system and affecting the use of users

Method used

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  • Small and medium-sized enterprise event management process
  • Small and medium-sized enterprise event management process
  • Small and medium-sized enterprise event management process

Examples

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Embodiment Construction

[0023] In order to make the above and other objects, features and advantages of the present invention more comprehensible, preferred embodiments of the present invention will be described in detail below together with the accompanying drawings.

[0024] The executors of the incident management process are people, so before implementing the incident management process, it is necessary to clearly define the main role of the process. The roles are described below.

[0025] (1) Service console staff

[0026] Respond to all service console hotline calls, emails, faxes, web instant chat and other incident requests within the specified time;

[0027] Completely record all received event information, the method of recording event information includes but not limited to using computer or voice recorder, network instant chat screen capture, etc.;

[0028] Properly classify events and set appropriate priorities for events based on defined priority levels, including but not limited to u...

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PUM

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Abstract

An incident management process for small and medium businesses that includes the following steps: logging and accepting incidents; triage and online support; matching; investigating and diagnosing; resolving and recovering; closing incidents. Through the above-mentioned management process, it is possible to quickly resolve incidents and restore services within the allowable range of cost, maintain the stability of enterprise business systems, obtain the highest possible incident resolution rate, and improve user satisfaction.

Description

technical field [0001] The invention relates to the field of event processing flow, in particular to an event management flow for small and medium-sized enterprises. Background technique [0002] Events in event management are usually emergencies, which refer to an unplanned interruption in IT services or a reduction in the performance of IT services themselves, including system crashes, hardware or software failures, any impact on users' current business use and system normality Operational failures and conditions that affect business processes or breach service level agreements. The emergency management process is designed for the enterprise's business system to return to normal working status as soon as possible. The focus of its concern is how to achieve rapid response and recovery, so as to minimize the impact of failures on enterprise business. Incident management is responsible for logging, triaging, investigating and diagnosing, resolving known issues, monitoring an...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G06Q10/06
CPCG06Q10/0633
Inventor 兰雨晴运明纯
Owner YILAN YUNLIAN TECH CO LTD
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