It service management method, device and server

Abstract

The application provides an IT service management method, device and server. The method comprises the following steps: obtaining a service request order submitted by a user for an IT service management system; determining a current service priority of the service request order according to a service item; distributing the service request order and the current service priority to a terminal of a worker at a corresponding level according to a service area and the service item, so that the terminal of the worker updates a corresponding task list; if it is monitored that the current worker cannot solve the service request order, sending the service request order and the corresponding service priority to a terminal of a worker at a next level based on a service range and the service item, so that the terminal of the worker at the next level updates a corresponding task list. Through the above method, the application can improve the completion efficiency of the service request order and avoid the problem that single combat causes the service request order to be delayed and cannot be solved, and the management is complicated.

Description

Technical Field

[0001] The present application relates to the field of IT service technology, and in particular to an IT service management method, device, and server. Background Art

[0002] With the continuous deepening and improvement of IT construction, the operation and maintenance of computer hardware and software systems have become a common concern in all walks of life. Therefore, how to carry out effective IT operation and maintenance management, realize the institutionalization and process of operation and maintenance management, transform from passive service to active service, develop in the direction of centralized management and standardized maintenance, and further improve the quality of operation and maintenance has great practical significance.

[0003] In the existing service process, each division of labor is independent and cannot be managed systematically. It can only be carried out individually, making management complicated and cumbersome. Summary of the Invention

[0004] The present application provides an IT service management method, device, and server to solve the problem of management complexity caused by independent division of labor in existing IT service processes.

[0005] In a first aspect, the present application provides an IT service management method, comprising:

[0006] Obtaining a service request work order submitted by a user for an IT service management system; the service request work order includes a service item and a service area;

[0007] Determining a current service priority of the service request work order based on the service project; dispatching the service request work order and the current service priority to a terminal of a staff member at a corresponding level based on the service area and the service project, so that the staff member's terminal updates a corresponding task list;

[0008] If it is detected that the current staff member is unable to resolve the service request work order, the service request work order and the corresponding service priority are sent to the terminal of the next-level staff member based on the service scope and the service item, so that the terminal of the next-level staff member updates the corresponding task list; the technical level of the next-level staff member is higher than that of the current staff member;

[0009] The task list includes at least one service request work order sorted in descending order of service priority.

[0010] In one possible implementation, if it is detected that the current staff member is unable to resolve the service request ticket, the service request ticket and the corresponding service priority are sent to the terminal of the next-level staff member based on the service scope and the service item, including:

[0011] If a transfer request sent by a terminal of a current staff is monitored, the service request order and the current service priority are sent to a terminal of a staff at a next level based on the service range and the service item;

[0012] If a solution duration of the service request order exceeds a preset solution duration corresponding to the service request order, the current service priority is upgraded, and the service request order and the upgraded service priority are sent to a terminal of a staff at a next level based on the service range and the service item.

[0013] In a possible implementation, after the service request order and the corresponding service priority are assigned to the terminal of the corresponding staff based on the service range and the service item, the method further includes:

[0014] A configuration management request input by the staff when processing the service request order is obtained, and the configuration management request includes a fault analysis request and / or a configuration change analysis request;

[0015] If the configuration management request is the fault analysis request, an influence range of a service item in the IT service management system is displayed in a visual system topology of the IT service management system based on the service item carried in the fault analysis request, so that the staff locates a fault based on the influence range; the visual system topology includes all service items of the IT service management system and an association relationship between the service items.

[0016] If the configuration management request is the configuration change analysis request, an influence range of a service item in the IT service management system is displayed in the visual system topology based on the service item carried in the configuration change analysis request, so that the user determines a service item in the influence range that needs to be changed.

[0017] In a possible implementation, the visual system topology further includes a staff associated with the service item; after the service request order and the corresponding service priority are assigned to the terminal of the corresponding staff based on the service range and the service item, the method further includes:

[0018] If a configuration change request is monitored, the configuration change request is sent to a terminal of a change manager; the configuration change request includes a changed service item.

[0019] A change assignment task sent by the terminal of the change manager is obtained, and the change assignment task is sent to a terminal of a change implementor; the change assignment task includes the change implementor.

[0020] Obtaining the change plan of the change implementer, and sending the change plan to the terminal of the change manager and the terminal corresponding to the associated staff member; the associated staff member is the staff member corresponding to the service project within the scope of influence of the changed service project in the IT service management system;

[0021] If the change manager and related staff members agree to the change, the change approval instruction is sent to the terminal of the change implementer, so that the change implementer can implement the change plan and update the configuration library of the IT service management system based on the change plan.

[0022] In a possible implementation, before obtaining the configuration management request input by the staff when processing the service request work order, the method further includes:

[0023] Storing the service items of the IT service management system and the association relationships between the service items in a configuration library;

[0024] The visual system topology is created based on the association relationship between the service items of the IT service management system in the configuration library.

[0025] In a possible implementation, after dispatching the service request work order and the corresponding service priority to a terminal of a corresponding staff member based on the service scope and the service item, the method further includes:

[0026] Monitoring a search request for a service item in the service request ticket sent by a staff member's terminal, and searching a knowledge base for a solution corresponding to the service item based on the search request;

[0027] If the knowledge base does not store a solution corresponding to the service item, generating a problem creation request and sending the problem creation request to the problem manager's terminal;

[0028] Obtaining a problem assignment task sent by a problem manager's terminal, and sending the problem assignment task to a problem person in charge's terminal, wherein the problem assignment task includes the problem person in charge;

[0029] The problem solution returned by the terminal of the problem person in charge is obtained, and the problem solution is sent to the terminal of the staff who created the problem creation request.

[0030] In a possible implementation, the method further includes:

[0031] Get the actual cost of each service item within the preset time period;

[0032] Compare the actual costs of each service item with the budgeted costs, and generate a comparison chart of the budgeted costs and actual costs of each service item within a preset time period.

[0033] In a possible implementation, the dispatching of the service request work order and the current service priority to terminals of staff members at corresponding levels according to the service area and the service item includes:

[0034] Determine the user group to which the service request work order is assigned based on the service area and the service item;

[0035] The service request work order and the current service priority are dispatched to the terminal of the staff member with the least number of unresolved work orders in the user group.

[0036] In a second aspect, the present application provides an IT service management device, comprising:

[0037] A service request work order acquisition module is used to acquire a service request work order submitted by a user for the IT service management system; the service request work order includes a service item and a service area;

[0038] a work order dispatching module, configured to determine the current service priority of the service request work order according to the service project; and dispatch the service request work order and the current service priority to terminals of staff members of corresponding levels according to the service area and the service project, so that the terminals of the staff members update the corresponding task lists;

[0039] A work order transfer module is configured to, if it is detected that the current staff member is unable to resolve the service request work order, send the service request work order and the corresponding service priority to the terminal of the next-level staff member based on the service scope and the service item, so that the terminal of the next-level staff member updates the corresponding task list; the technical level of the next-level staff member is higher than that of the current staff member;

[0040] The task list includes at least one service request work order sorted in descending order of service priority.

[0041] In a possible implementation, the work order dispatching module includes:

[0042] If a transfer request is detected from the terminal of the current staff member, the service request work order and the current service priority are sent to the terminal of the next level staff member based on the service scope and the service item;

[0043] If the monitoring of the service request ticket solution duration exceeds the preset solution duration corresponding to the service request ticket, the current service priority is upgraded, and the service request ticket and the upgraded service priority are sent to the terminal of the next level of worker based on the service range and the service item.

[0044] In a possible implementation, the IT service management apparatus further comprises a configuration management module, configured to:

[0045] obtain a configuration management request input by the worker when processing the service request ticket, the configuration management request comprising a fault analysis request and / or a configuration change analysis request;

[0046] If the configuration management request is the fault analysis request, the influence range of the service item in the IT service management system is displayed in a visual system topology of the IT service management system based on the service item carried in the fault analysis request, so that the worker locates the fault based on the influence range; the visual system topology comprises all service items of the IT service management system and the association relationship between the service items.

[0047] If the configuration management request is the configuration change analysis request, the influence range of the service item in the IT service management system is displayed in the visual system topology based on the service item carried in the configuration change analysis request, so that the user determines all service items in the service range that need to be changed.

[0048] In a possible implementation, the IT service management apparatus further comprises a change module, configured to:

[0049] If a configuration change request is monitored, the configuration change request is sent to the terminal of the change manager; the configuration change request comprises a changed service item.

[0050] obtain a change assignment task sent by the terminal of the change manager, and send the change assignment task to the terminal of a change implementer; the change assignment task comprises the change implementer.

[0051] obtain a change scheme of the change implementer, and send the change scheme to the terminal of the change manager and the terminal corresponding to an associated worker; the associated worker is a worker corresponding to a service item in the influence range of the changed service item in the IT service management system.

[0052] If the change manager and the associated staff member agree to the change instruction, the change instruction is sent to the terminal of the change implementer, so that the change implementer implements the change scheme, and the configuration library of the IT service management system is updated based on the change scheme.

[0053] In a possible implementation, the IT service management apparatus further comprises a visual topology creation module, configured to:

[0054] store the service items of the IT service management system and the association relationship between the service items into the configuration library;

[0055] create the visual system topology based on the association relationship between the service items of the IT service management system and the service items in the configuration library.

[0056] In a possible implementation, the IT service management apparatus further comprises a problem management module, configured to:

[0057] monitor a search request for the service item in the service request work order sent by the terminal of the staff member, and find the solution corresponding to the service item in the knowledge base based on the search request;

[0058] if the solution corresponding to the service item is not stored in the knowledge base, generate a problem creation request, and send the problem creation request to the terminal of the problem manager;

[0059] obtain a problem assignment task sent by the terminal of the problem manager, and send the problem assignment task to the terminal of the problem responsible person, the problem assignment task comprising the problem responsible person;

[0060] obtain a problem solution returned by the terminal of the problem responsible person, and send the problem solution to the terminal of the staff member who creates the problem creation request.

[0061] In a possible implementation, the IT service management apparatus further comprises a cost statistics module, configured to:

[0062] obtain the actual cost of each service item in a preset time period;

[0063] compare the actual cost of each service item with the budget cost, and generate a comparison chart of the budget cost and the actual cost of each service item in the preset time period.

[0064] In a possible implementation, the work order distribution module comprises:

[0065] determine a user group to which the service request work order is distributed according to the service area and the service item;

[0066] The service request work order and the current service priority are dispatched to the terminal of the staff member with the least number of unresolved work orders in the user group.

[0067] In a third aspect, the present application provides a server comprising a memory, a processor, and a computer program stored in the memory and executable on the processor, wherein when the processor executes the computer program, the steps of the method described in the possible implementation manner of the first aspect are implemented.

[0068] In a fourth aspect, an embodiment of the present application provides a computer-readable storage medium, which stores a computer program. When the computer program is executed by a processor, it implements the steps of the method described in any possible implementation of the first aspect above.

[0069] The embodiment of the present application provides an IT service management method, device and server, which obtains the service request work order submitted by the user for the IT service management system; can determine the current service priority of the service request work order according to the service project; distributes the service request work order and the current service priority to the terminal of the corresponding level of staff according to the service area and service project, so that the staff terminal updates the corresponding task list; if it is monitored that the current staff is unable to resolve the service request work order, the service request work order and the corresponding service priority are sent to the terminal of the next level of staff based on the service scope and service project, so that the terminal of the next level of staff updates the corresponding task list. Through the above method, the present application can strictly monitor the completion progress of the service request work order, and automatically transfer it to the next level of staff when the assigned personnel cannot complete the service request work order, thereby improving the completion efficiency of the service request work order and avoiding the problem of delayed resolution of the service request work order and complicated management due to single-soldier operations. BRIEF DESCRIPTION OF THE DRAWINGS

[0070] In order to more clearly illustrate the technical solutions in the embodiments of the present application, the following briefly introduces the drawings required for use in the embodiments or descriptions of the prior art. Obviously, the drawings described below are only some embodiments of the present application. For ordinary technicians in this field, other drawings can be obtained based on these drawings without any creative work.

[0071] Figure 1 This is a flowchart of the implementation of the IT service management method provided in the embodiment of the present application;

[0072] Figure 2 This is a schematic diagram of the service directory provided by the embodiment of the present application;

[0073] Figure 3 This is a flowchart of the overall implementation of the IT service management method provided by the embodiment of the present application;

[0074] Figure 4 This is a change management flow chart provided in an embodiment of the present application;

[0075] Figure 5 This is a schematic diagram of the structure of the IT service management device provided in an embodiment of the present application;

[0076] Figure 6 It is a schematic diagram of a terminal provided in an embodiment of the present application. DETAILED DESCRIPTION

[0077] In the following description, specific details such as specific system structures and techniques are provided for purposes of illustration rather than limitation to facilitate a thorough understanding of the embodiments of the present application. However, it will be apparent to those skilled in the art that the present application may be implemented in other embodiments without these specific details. In other cases, detailed descriptions of well-known systems, devices, circuits, and methods are omitted to avoid obscuring the description of the present application with unnecessary detail.

[0078] In order to make the purpose, technical solutions and advantages of this application clearer, specific embodiments will be described below with reference to the accompanying drawings.

[0079] See also Figure 1 , which shows an implementation flow chart of the IT service management method provided in an embodiment of the present application. The execution subject of the method is a server, and the details are as follows:

[0080] S101: Obtain a service request work order submitted by a user to an IT service management system; the service request work order includes a service item and a service area.

[0081] This embodiment provides an IT service management method of an IT service management system, such as Figure 2 As shown, the server stores a service catalog of the IT service management system. The service catalog includes multi-level classified service items and service descriptions. Specifically, the service items may include a first-level classification and a second-level classification, and the first-level classification includes at least one second-level classification. The service description is a detailed description of the services specifically provided by the second-level classification.

[0082] In one possible implementation, users include customers and staff members; the staff members are divided into multiple levels according to their positions, and the technical level of the staff members gradually increases from level 1 to level N; the specific implementation process of S101 includes:

[0083] Obtain the service request work order submitted by the customer through the service desk; or obtain the service request work order submitted by the staff.

[0084] Specifically, such as Figure 3As shown, if the user is a customer, the customer can submit a service request order through a web or an application, or call an IT service phone to make a service request. When the customer submits a service request order through a web or an application, the customer can fill in the service target and service area and other information on the terminal, and the terminal sends the service request order to the server. If the customer makes a service request by calling an IT service phone, the service desk agent records the service item and service area.

[0085] After the server obtains the service request order, if the service item in the service request order includes a specific service item, the server automatically assigns the service request order to the corresponding staff based on the service item and service area. If the service item in the service request order is another service item, the server sends the service request order to the service desk agent terminal, and the service desk agent first communicates with the customer to determine the specific service item and service area, and inputs the accurate service request order. If it is a simple problem, the service desk agent gives the customer a solution. If the customer's problem can be solved, the service request order is directly ended. If it is not solved, the service request order is assigned to the staff.

[0086] Specifically, when N is equal to 3, the first-level staff can be an operation and maintenance personnel, the second-level staff can be a system administrator, and the third-level staff can be a developer and an external vendor. The present application transfers a part of the service request type work undertaken by the system administrator to the operation and maintenance personnel, which can reduce the time of the system administrator to handle simple and repetitive support work, and concentrate the main efforts of the second-level staff on solving more complex problems.

[0087] If the service desk agent does not solve the customer's service request order, the server sends a dispatch request to the server, and the server assigns the service request order to the corresponding staff of the first level according to the dispatch request.

[0088] If the customer fills in the detailed service item, the server directly assigns the service request order to the corresponding staff of the first level.

[0089] If the user is a staff, the staff establishes a service request order on the terminal corresponding to the staff and sends it to the server, and the server assigns the service request order to the staff of the corresponding level, i.e., the staff who assigns the service request order can be himself or other staff of the level.

[0090] S102: determining a current service priority of the service request order according to the service item; assigning the service request order and the current service priority to the terminal of the staff of the corresponding level according to the service area and the service item, so that the terminal of the staff updates the corresponding task list.

[0091] In a possible implementation, the specific implementation process of S102 includes:

[0092] Determine the user group to which the service request work order is assigned based on the service area and the service item;

[0093] The service request work order and the current service priority are dispatched to the terminal of the staff member with the least number of unresolved work orders in the user group.

[0094] Specifically, in the early stages of their work, relevant staff must first match the corresponding relationships between various service items and user groups. The corresponding relationships between various service items, service areas, and user groups are stored in the server.

[0095] Specifically, the IT service management system is provided with a general automatic dispatch switch, a regional automatic dispatch switch, and a personal automatic dispatch switch for staff members. When the relevant staff member turns on the general automatic dispatch switch, the server automatically dispatches the service request work order to the corresponding user group according to the service area and service item. When the general automatic dispatch switch is turned off, the staff member can manually select the user group to be dispatched based on the correspondence between the service item, service area, and user group. When the automatic dispatch switch for a certain service area is turned on, the server can automatically dispatch orders to the service area. Otherwise, the service area will not be included in the correspondence between the service item, service area, and user group. When the personal automatic dispatch switch for a staff member is turned on, the server can automatically dispatch orders to the staff member. Otherwise, when dispatching orders to the corresponding user group, the staff member will not be among the people to whom the user group can dispatch orders.

[0096] Specifically, after the server has determined the user group corresponding to the service request ticket, the server request ticket can be dispatched to the staff member with the least number of unresolved service request tickets in the user group. If there are multiple staff members with the least number of unresolved service request tickets, a staff member will be randomly selected to dispatch the service request ticket.

[0097] S103: If it is detected that the current staff member is unable to resolve the service request work order, the service request work order and the corresponding service priority are sent to the terminal of the next-level staff member based on the service scope and the service item, so that the terminal of the next-level staff member updates the corresponding task list; the technical level of the next-level staff member is higher than that of the current staff member;

[0098] The task list includes at least one service request work order sorted in descending order of service priority.

[0099] Specifically, such as Figure 3As shown, if the first-level staff cannot solve the problem in the service request ticket, the service request ticket will be transferred to the second-level staff. If the second-level staff cannot solve the problem in the service request ticket, the service request ticket will be transferred to the third-level staff.

[0100] Specifically, a process schedule for the service request ticket can be set up to record the nodes and current node that the service request ticket passes through, and the entire time it takes to resolve the service request ticket. If the service request ticket is transferred to the third-level staff, that is, the developer or external manufacturer, the developer or external manufacturer needs to make other arrangements to handle the ticket, so the timing of the service request ticket will be suspended during the processing of the ticket at the third level.

[0101] Specifically, staff members can view their task lists, which are sorted by their service request tickets from highest to lowest priority. Service priority can be determined by service project, and different service objectives have different preset resolution times. If a service request ticket exceeds the preset resolution time for the staff member, the service request's priority is upgraded and relevant leadership is notified, thereby improving the efficiency of service request processing.

[0102] Furthermore, service priority can be determined by combining service items and user importance. Users can be divided into ordinary users, VIP users, and VVIP users in descending order of importance.

[0103] In a possible implementation, the specific implementation process of S102 includes:

[0104] If a transfer request is detected from the terminal of the current staff member, the service request work order and the current service priority are sent to the terminal of the next level staff member based on the service scope and the service item;

[0105] If the monitored resolution time of the service request ticket exceeds the preset resolution time corresponding to the service request ticket, the current service priority is upgraded, and the service request ticket and the upgraded service priority are sent to the terminal of the next level of staff based on the service scope and the service item.

[0106] In this embodiment, when the staff member actively presses the transfer request button, or the resolution time of the service request ticket exceeds the preset resolution time corresponding to the ticket, it is determined that the staff member cannot resolve the service request ticket, and the service request ticket is dispatched to the next level of staff.

[0107] In this embodiment, the staff member who has been assigned the service request work order can view the entire process schedule of the service request work order.

[0108] In a possible implementation, the method further includes:

[0109] Storing the service items of the IT service management system and the association relationships between the service items in a configuration library;

[0110] The visual system topology is created based on the association relationship between the service items of the IT service management system in the configuration library.

[0111] Specifically, in order to facilitate staff in handling service request tickets, staff can perform configuration management, change management, problem management and knowledge management during the processing process.

[0112] Specifically, the management intelligence of software and hardware in the current IT service management system is scattered across various departments and sections, making it difficult to ensure the integrity and accuracy of the data. To this end, this embodiment creates a configuration library, saves service items related to the IT service management system and their associations to the configuration library, and centrally manages software and hardware assets.

[0113] This embodiment can also create a visual system topology to help technical personnel understand the architecture of the IT service management system, which is beneficial for evaluating the impact scope of each service project and locating faults.

[0114] In one possible implementation, the IT service management method provided in this embodiment further includes:

[0115] Obtaining a configuration management request input by a staff member when processing the service request work order, the configuration management request including a fault analysis request and / or a configuration change analysis request;

[0116] If the configuration management request is the fault analysis request, then based on the service item carried in the fault analysis request, the impact scope of the service item in the IT service management system is displayed in a visual system topology of the IT service management system, so that the staff can locate the fault based on the impact scope; the visual system topology includes all service items of the IT service management system and the relationship between the service items;

[0117] If the configuration management request is the configuration change analysis request, then based on the service items carried in the configuration change analysis request, the impact scope of the service items in the IT service management system is displayed in the visual system topology; so that the user can determine the service items within the impact scope that need to be changed.

[0118] Specifically, the server can use a first color to display the service item and the impact range of the service item in the IT service management system, that is, the service items affected by the service item, in the visual system topology based on the service item carried in the fault analysis request; and use a second color to display service items that are not affected by the service item.

[0119] Based on the service items carried in the configuration change analysis request, the server can use the third color to display the service items that need to be changed and the impact range of the service items in the IT service management system in the visual system topology, that is, the service items that are affected by the changed service items and also need to be changed; and use the second color to display service items that are not affected by the service items that need to be changed.

[0120] For example, the first color may be red, the second color may be gray, and the third color may be green.

[0121] In a possible implementation, the visualization system topology further includes staff members associated with the service items; and the IT service management method provided in this embodiment further includes:

[0122] The visualization system topology also includes staff members associated with the service items; after dispatching the service request work order and the corresponding service priority to the terminal of the corresponding staff member based on the service scope and the service item, the method further includes:

[0123] If a configuration change request is detected, the configuration change request is sent to the terminal of the change manager; the configuration change request includes a change service item;

[0124] Acquire a change assignment task sent by a change manager's terminal, and send the change assignment task to a change implementer's terminal; the change assignment task includes the change implementer;

[0125] Obtaining the change plan of the change implementer, and sending the change plan to the terminal of the change manager and the terminal corresponding to the associated staff member; the associated staff member is the staff member corresponding to the service project within the scope of influence of the changed service project in the IT service management system;

[0126] If the change manager and related staff members agree to the change, the change approval instruction is sent to the terminal of the change implementer, so that the change implementer can implement the change plan and update the configuration library of the IT service management system based on the change plan.

[0127] In this embodiment, if Figure 4As shown, if a staff member needs to change a service project, they, as the change applicant, send a configuration change request to the server through their terminal. The server sends the configuration change request to the change manager's terminal. The change manager reviews the configuration change request. If it is not approved, the change manager sends a change request rejection instruction to the server through their terminal. The server sends the change instruction rejection request to the change applicant's terminal. If it is approved, the change assignment task is sent to the server through their terminal. The server sends the change assignment task to the corresponding terminal based on the task urgency contained in the change assignment task. Specifically, if the task urgency is normal, the server sends the change assignment task to the terminal of the change implementer corresponding to the change classification based on the change separation in the change assignment plan. The change implementer processes the change task, enters the change plan on their terminal, and sends the change plan to the change manager's terminal and the corresponding terminal of the associated staff member. The change manager and the associated staff member establish a change committee to evaluate and approve the change plan. If they all agree, a change approval instruction is sent to the change implementer's terminal, prompting the change implementer to implement the change plan and update the configuration library of the IT service management system based on the change plan. If the change manager and relevant staff agree that there are problems with the change plan, the raised issues and opinions will be sent to the server, which will then forward them to the terminal of the change implementer so that the change implementer can modify the change plan and submit it again after modification until all members of the change committee send their consent to the change.

[0128] If the task urgency is urgent, the change assignment task will be sent directly to the change committee member terminal, and the change committee members will jointly agree on the change plan, and send the change plan to the change implementer terminal via the server, so that the change implementer can implement the change plan and update the configuration library of the IT service management system based on the change plan.

[0129] Furthermore, after the change implementer implements the change plan, the server obtains the change plan implementation completion instruction sent by the change implementer, and sends the updated service items carried in the change plan implementation completion instruction to the configuration administrator's terminal. The configuration administrator sends the updated service items to the configuration manager through the server through his terminal. After the configuration manager reviews and approves the updated service items, the updated service items will be stored in the configuration library; if not passed, a failed instruction will be returned to the configuration administrator.

[0130] Among them, the change manager refers to the staff responsible for dispatching and reviewing configuration change requests.

[0131] In one possible implementation, the IT service management method provided in this embodiment further includes:

[0132] Monitoring a search request for a service item in the service request ticket sent by a staff member's terminal, and searching a knowledge base for a solution corresponding to the service item based on the search request;

[0133] If the knowledge base does not store a solution corresponding to the service item, generating a problem creation request and sending the problem creation request to the problem manager's terminal;

[0134] Obtaining a problem assignment task sent by a problem manager's terminal, and sending the problem assignment task to a problem person in charge's terminal, wherein the problem assignment task includes the problem person in charge;

[0135] The problem solution returned by the terminal of the problem person in charge is obtained, and the problem solution is sent to the terminal of the staff who created the problem creation request.

[0136] A problem is an unknown cause that leads to one or more incidents. While processing a service request ticket, a staff member can click the Search Solution button. This sends the search request to the server, which searches for a solution for the service item. If no solution is found, a Problem Creation Request is automatically generated. Alternatively, if the staff member searches for a solution and finds that none of the existing solutions in the knowledge base can resolve the current service item, a Problem Creation Request is generated.

[0137] After a problem creation request is entered, further investigation is carried out by the problem management process. Problem management is the process of investigating the root cause of the incident and resolving it.

[0138] In this embodiment, after the problem solution is sent to the corresponding staff member, the problem manager verifies whether the problem has been resolved. If so, the problem management process is closed. If not, feedback is provided to the problem manager, who then modifies the problem solution until the problem is resolved. After closing the problem management process, the server initiates a knowledge storage request for the problem and the final solution as knowledge. After review and approval by the knowledge manager, the new knowledge is stored in the knowledge base. The knowledge base includes standard operating procedures for service requests, incident and problem solutions, and user manuals related to hardware implementation and IT service management systems.

[0139] Servers can also use artificial intelligence to introduce chatbot customer service at the service desk. Through machine learning, it can proactively predict problems, improve search capabilities and knowledge management, and make it easier to classify and solve problems.

[0140] This embodiment can associate knowledge management with service request tickets and problems, and can generate knowledge from solutions, thereby improving the processing efficiency of service request tickets.

[0141] The problem management process provided in this embodiment records all problems and solutions and transforms solutions into knowledge, improving problem-solving efficiency. Furthermore, this embodiment clarifies the source of problems, identification methods, assessment methods, and solution requirements, thereby reducing or eliminating potential risks. Furthermore, this embodiment integrates project teams, developers, and external vendors into the unified management of the problem-solving process, further improving problem-solving efficiency.

[0142] In one embodiment of the present application, the method further includes:

[0143] Get the actual cost of each service item within the preset time period;

[0144] Compare the actual costs of each service item with the budgeted costs, and display a comparison chart of the budgeted costs and actual costs of each service item within a preset time period.

[0145] This embodiment also includes a fund management database, which stores the detailed components of each service item and the costs of each component. When processing a service request ticket, a staff member enters the service item completed for that service request ticket through a terminal. The server retrieves the completed service item for that service request ticket and records the actual costs corresponding to the completed service item in the fund management database. The server can generate a comparison chart of the actual and budgeted costs for each service item based on a preset time period, providing essential data support for budget planning and control.

[0146] For example, the preset time period may be monthly, quarterly or annual.

[0147] Specifically, when budget expenses are approved, the server automatically determines the approver based on the amount of each budget expense. For example, if a budget expense is less than or equal to the first preset amount, it will be approved by the second-level manager. If a budget expense is greater than the first preset amount but less than the second preset amount, it will be approved by the second-level manager and the general manager. If a budget expense is greater than or equal to the second preset amount, it will be approved by the second-level manager, the general manager, and the branch manager in charge. Specifically, the second preset amount is greater than the first preset amount.

[0148] Through the above method, this application can strictly monitor the completion progress of service request work orders, and automatically transfer them to the next level of staff when the assigned personnel are unable to complete the service request work order, thereby improving the completion efficiency of service request work orders and avoiding the problem of service request work orders being delayed and management complicated due to individual combat.

[0149] It should be understood that the size of the serial numbers of the steps in the above embodiments does not mean the order of execution. The execution order of each process should be determined by its function and internal logic, and should not constitute any limitation on the implementation process of the embodiments of this application.

[0150] The following are device embodiments of the present application. For details not fully described therein, please refer to the corresponding method embodiments described above.

[0151] Figure 5 The following is a schematic diagram of the structure of the IT service management device 100 provided in an embodiment of the present application. For ease of explanation, only the parts related to the embodiment of the present application are shown, which are detailed as follows:

[0152] like Figure 5 As shown, the IT service management device 100 includes:

[0153] The service request work order acquisition module 110 is used to acquire a service request work order submitted by a user for the IT service management system; the service request work order includes a service item and a service area;

[0154] The work order dispatching module 120 is configured to determine the current service priority of the service request work order based on the service project; dispatch the service request work order and the current service priority to the terminals of staff members at corresponding levels based on the service area and the service project, so that the terminals of the staff members update the corresponding task lists;

[0155] The work order transfer module 130 is configured to, if it is detected that the current staff member is unable to resolve the service request work order, send the service request work order and the corresponding service priority to the terminal of the next-level staff member based on the service scope and the service item, so that the terminal of the next-level staff member updates the corresponding task list; the technical level of the next-level staff member is higher than that of the current staff member;

[0156] The task list includes at least one service request work order sorted in descending order of service priority.

[0157] In one possible implementation, the work order dispatching module 120 includes:

[0158] If a transfer request is detected from the terminal of the current staff member, the service request work order and the current service priority are sent to the terminal of the next level staff member based on the service scope and the service item;

[0159] If the monitoring of the service request ticket solution duration exceeds the preset solution duration corresponding to the service request ticket, the current service priority is upgraded, and the service request ticket and the upgraded service priority are sent to the terminal of the next level of worker based on the service range and the service item.

[0160] In a possible implementation, the IT service management apparatus 100 further comprises a configuration management module, configured to:

[0161] obtain a configuration management request input by the worker when processing the service request ticket, the configuration management request comprising a fault analysis request and / or a configuration change analysis request;

[0162] If the configuration management request is the fault analysis request, the influence range of the service item in the IT service management system is displayed in the visual system topology of the IT service management system based on the service item carried in the fault analysis request, so that the worker locates the fault based on the influence range; the visual system topology comprises all service items of the IT service management system and the association relationship between the service items.

[0163] If the configuration management request is the configuration change analysis request, the influence range of the service item in the IT service management system is displayed in the visual system topology based on the service item carried in the configuration change analysis request, so that the user determines the service items in the influence range that need to be changed.

[0164] In a possible implementation, the IT service management apparatus 100 further comprises a change module, configured to:

[0165] If a configuration change request is monitored, the configuration change request is sent to the terminal of the change manager; the configuration change request comprises a changed service item.

[0166] obtain a change assignment task sent by the terminal of the change manager, and send the change assignment task to the terminal of a change implementer; the change assignment task comprises the change implementer.

[0167] obtain a change scheme of the change implementer, and send the change scheme to the terminal of the change manager and the terminal corresponding to an associated worker; the associated worker is a worker corresponding to a service item in the influence range of the changed service item in the IT service management system.

[0168] If the change manager and related staff members agree to the change, the change approval instruction is sent to the terminal of the change implementer, so that the change implementer can implement the change plan and update the configuration library of the IT service management system based on the change plan.

[0169] In a possible implementation, the IT service management apparatus 100 further includes a visualization topology creation module configured to:

[0170] Storing the service items of the IT service management system and the association relationships between the service items in a configuration library;

[0171] The visual system topology is created based on the association relationship between the service items of the IT service management system in the configuration library.

[0172] In a possible implementation, the IT service management apparatus 100 further includes a problem management module configured to:

[0173] Monitoring a search request for a service item in the service request ticket sent by a staff member's terminal, and searching a knowledge base for a solution corresponding to the service item based on the search request;

[0174] If the knowledge base does not store a solution corresponding to the service item, generating a problem creation request and sending the problem creation request to the problem manager's terminal;

[0175] Obtaining a problem assignment task sent by a problem manager's terminal, and sending the problem assignment task to a problem person in charge's terminal, wherein the problem assignment task includes the problem person in charge;

[0176] The problem solution returned by the terminal of the problem person in charge is obtained, and the problem solution is sent to the terminal of the staff who created the problem creation request.

[0177] In a possible implementation, the IT service management apparatus 100 further includes a cost statistics module configured to:

[0178] Get the actual cost of each service item within the preset time period;

[0179] Compare the actual costs of each service item with the budgeted costs, and generate a comparison chart of the budgeted costs and actual costs of each service item within a preset time period.

[0180] In one possible implementation, the work order dispatching module 120 includes:

[0181] Determine the user group to which the service request work order is assigned based on the service area and the service item;

[0182] The service request work order and the current service priority are dispatched to the terminal of the staff member with the least number of unresolved work orders in the user group.

[0183] The present application also provides a computer program product having program code, which executes the steps of any of the above-mentioned IT service management method embodiments when the program code is run in a corresponding processor, controller, computing device or terminal, such as Figure 1 Steps S101 to S103 shown. Those skilled in the art will appreciate that the methods and devices proposed in the embodiments of the present application and their associated equipment can be implemented in various forms of hardware, software, firmware, a dedicated processor, or a combination thereof. The dedicated processor may include an application specific integrated circuit (ASIC), a reduced instruction set computer (RISC), and / or a field programmable gate array (FPGA). The proposed methods and devices are preferably implemented as a combination of hardware and software. The software is preferably installed on a program storage device as an application. It is typically based on a machine with a computer platform having hardware, such as one or more central processing units (CPUs), a random access memory (RAM), and one or more input / output (I / O) interfaces. An operating system is also typically installed on the computer platform. The various processes and functions described herein may be part of an application, or a portion thereof may be executed by an operating system.

[0184] Figure 6 Schematic diagram of the terminal provided in the embodiment of the present application. Figure 6 As shown, the terminal of this embodiment may be a server, specifically comprising: a processor 60, a memory 61, and a computer program 62 stored in the memory 61 and executable on the processor 60. When the processor 60 executes the computer program 62, the steps in the above-mentioned IT service management method embodiments are implemented, for example Figure 1 Alternatively, when the processor 60 executes the computer program 62, the functions of the modules / units in the above-mentioned device embodiments are realized, for example, Figure 5 The functions of the modules 110 to 130 are shown.

[0185] For example, the computer program 62 may be divided into one or more modules / units, which are stored in the memory 61 and executed by the processor 60 to complete / implement the solution provided by the present application. The one or more modules / units may be a series of computer program instruction segments that can complete specific functions, and the instruction segments are used to describe the execution process of the computer program 62 in the terminal 6. For example, the computer program 62 may be divided into Figure 5 Modules 110 to 130 are shown.

[0186] The terminal 6 may be a computing device such as a local server or a cloud server. The terminal 6 may include, but is not limited to, a processor 60 and a memory 61. It will be understood by those skilled in the art that Figure 6 It is only an example of terminal 6 and does not constitute a limitation on terminal 6. It may include more or fewer components than shown in the figure, or a combination of certain components, or different components. For example, the terminal may also include input and output devices, network access devices, buses, etc.

[0187] The processor 60 may be a central processing unit (CPU), or other general-purpose processors, digital signal processors (DSP), application-specific integrated circuits (ASIC), field-programmable gate arrays (FPGA), or other programmable logic devices, discrete gate or transistor logic devices, discrete hardware components, etc. The general-purpose processor may be a microprocessor or any conventional processor.

[0188] The memory 61 may be an internal storage unit of the terminal 6, such as a hard disk or memory of the terminal 6. The memory 61 may also be an external storage device of the terminal 6, such as a plug-in hard disk, a smart media card (SMC), a secure digital (SD) card, a flash memory card, etc. equipped on the terminal 6. Furthermore, the memory 61 may include both an internal storage unit of the terminal 6 and an external storage device. The memory 61 is used to store the computer program and other programs and data required by the terminal. The memory 61 may also be used to temporarily store data that has been output or is about to be output.

[0189] Those skilled in the art can clearly understand that, for the convenience and brevity of description, only the division of the above-mentioned functional units and modules is used as an example for illustration. In actual applications, the above-mentioned functions can be distributed and completed by different functional units and modules as needed, that is, the internal structure of the device can be divided into different functional units or modules to complete all or part of the functions described above. The functional units and modules in the embodiment can be integrated into one processing unit, or each unit can exist physically alone, or two or more units can be integrated into one unit. The above-mentioned integrated unit can be implemented in the form of hardware or in the form of software functional units. In addition, the specific names of the functional units and modules are only for the convenience of distinguishing each other, and are not used to limit the scope of protection of this application. The specific working process of the units and modules in the above-mentioned system can refer to the corresponding process in the aforementioned method embodiment, and will not be repeated here.

[0190] In the above embodiments, the description of each embodiment has its own focus. For parts that are not described or recorded in detail in a certain embodiment, reference can be made to the relevant description of other embodiments.

[0191] Those skilled in the art will appreciate that the units and algorithm steps of each example described in conjunction with the embodiments disclosed herein can be implemented in electronic hardware, or a combination of computer software and electronic hardware. Whether these functions are performed in hardware or software depends on the specific application and design constraints of the technical solution. Professional and technical personnel can use different methods to implement the described functions for each specific application, but such implementation should not be considered beyond the scope of this application.

[0192] In the embodiments provided in this application, it should be understood that the disclosed devices / terminals and methods can be implemented in other ways. For example, the device / terminal embodiments described above are merely illustrative. For example, the division of the modules or units is merely a logical function division. In actual implementation, there may be other division methods, such as multiple units or components can be combined or integrated into another system, or some features can be ignored or not executed. Another point is that the mutual coupling or direct coupling or communication connection shown or discussed can be through some interfaces, indirect coupling or communication connection of devices or units, which can be electrical, mechanical or other forms.

[0193] The units described as separate components may or may not be physically separate, and the components shown as units may or may not be physical units, that is, they may be located in one place or distributed across multiple network units. Some or all of these units may be selected to achieve the purpose of this embodiment according to actual needs.

[0194] In addition, the functional units in the various embodiments of the present application may be integrated into a single processing unit, or each unit may exist physically separately, or two or more units may be integrated into a single unit. The aforementioned integrated units may be implemented in the form of hardware or software functional units.

[0195] If the integrated module / unit is implemented in the form of a software functional unit and sold or used as an independent product, it can be stored in a computer-readable storage medium. Based on this understanding, the present application can implement all or part of the processes in the above-mentioned embodiment method by instructing the relevant hardware through a computer program. The computer program can be stored in a computer-readable storage medium. When the computer program is executed by a processor, it can implement the steps of each of the above-mentioned IT service management method embodiments. The computer program includes computer program code, which can be in source code form, object code form, executable file, or some intermediate form. The computer-readable medium can include: any entity or device capable of carrying the computer program code, recording medium, USB flash drive, mobile hard disk, magnetic disk, optical disk, computer memory, read-only memory (ROM), random access memory (RAM), electric carrier signal, telecommunication signal, and software distribution medium. It should be noted that the content contained in the computer-readable medium can be appropriately increased or decreased according to the requirements of legislation and patent practice in the jurisdiction. For example, in some jurisdictions, according to legislation and patent practice, computer-readable media does not include electric carrier signals and telecommunication signals.

[0196] In addition, the embodiments shown in the drawings of the present application or the features of the various embodiments mentioned in this specification are not necessarily to be understood as independent embodiments. Rather, each feature described in one example of an embodiment can be combined with one or more other desired features from other embodiments to produce other embodiments not described in words or with reference to the drawings.

[0197] The above-described embodiments are only used to illustrate the technical solutions of the present application, rather than to limit them. Although the present application has been described in detail with reference to the aforementioned embodiments, those skilled in the art should understand that they can still modify the technical solutions described in the aforementioned embodiments, or make equivalent replacements for some of the technical features therein. These modifications or replacements do not deviate the essence of the corresponding technical solutions from the spirit and scope of the technical solutions of the various embodiments of the present application, and should all be included in the scope of protection of the present application.

Claims

1. An IT service management method, characterized in that: include: Obtain service request tickets submitted by users for IT service management systems; The service request work order includes service items and service areas; Determining a current service priority of the service request work order based on the service project; dispatching the service request work order and the current service priority to a terminal of a staff member at a corresponding level based on the service area and the service project, so that the staff member's terminal updates a corresponding task list; If it is detected that the current staff member is unable to resolve the service request work order, the service request work order and the corresponding service priority are sent to the terminal of the next level staff member based on the service scope and the service item, so that the terminal of the next level staff member updates the corresponding task list; The skill level of the staff in the next level is higher than that of the current staff; The task list includes at least one service request work order sorted in descending order of service priority; After dispatching the service request work order and the corresponding service priority to the terminal of the corresponding staff member based on the service scope and the service item, the method further includes: Obtaining a configuration management request input by a staff member when processing the service request work order, the configuration management request including a fault analysis request and / or a configuration change analysis request; If the configuration management request is the fault analysis request, then based on the service item carried in the fault analysis request, the impact scope of the service item in the IT service management system is displayed in a visual system topology of the IT service management system, so that the staff can locate the fault based on the impact scope; the visual system topology includes all service items of the IT service management system and the relationship between the service items; If the configuration management request is the configuration change analysis request, then based on the service items carried in the configuration change analysis request, displaying the impact scope of the service items in the IT service management system in the visual system topology, so that the user can determine the service items within the impact scope that need to be changed; The IT service management system is equipped with a general automatic dispatch switch, a regional automatic dispatch switch, and a personal automatic dispatch switch for staff members; The dispatching of the service request work order and the current service priority to the terminal of the staff of the corresponding level according to the service area and the service item includes: Determine the user group to which the service request work order is assigned based on the service area and the service item; Dispatching the service request work order and the current service priority to the terminal of the staff member with the least number of unresolved work orders in the user group; The determining of the user group to which the service request work order is assigned according to the service area and the service item includes: When the general automatic dispatch switch is turned on, the service request work order is automatically dispatched to the corresponding user group according to the service area and the service item; When the regional automatic dispatch switch is turned on, service request work orders are automatically dispatched to the user group of the corresponding service area based on the service area and the service item. When the regional automatic dispatch switch is turned off, no work orders are dispatched to the corresponding service area. When the personal automatic dispatch switch is turned on, the service request work order is automatically dispatched to the terminal of the staff member with the automatic dispatch switch turned on in the corresponding user group according to the service area and the service item.

2. The IT service management method according to claim 1, wherein: If it is detected that the current staff member is unable to resolve the service request work order, the service request work order and the corresponding service priority are sent to the terminal of the next level staff member based on the service scope and the service item, including: If a transfer request is detected from the terminal of the current staff member, the service request work order and the current service priority are sent to the terminal of the next level staff member based on the service scope and the service item; If the monitored resolution time of the service request ticket exceeds the preset resolution time corresponding to the service request ticket, the current service priority is upgraded, and the service request ticket and the upgraded service priority are sent to the terminal of the next level of staff based on the service scope and the service item.

3. The IT service management method according to claim 1, wherein: The visualization system topology also includes staff members associated with the service items; after dispatching the service request work order and the corresponding service priority to the terminal of the corresponding staff member based on the service scope and the service item, the method further includes: If a configuration change request is detected, the configuration change request is sent to the terminal of the change manager; the configuration change request includes a change service item; Acquire a change assignment task sent by a change manager's terminal, and send the change assignment task to a change implementer's terminal; the change assignment task includes the change implementer; Obtaining the change plan of the change implementer, and sending the change plan to the terminal of the change manager and the terminal corresponding to the associated staff member; the associated staff member is the staff member corresponding to the service project within the scope of influence of the changed service project in the IT service management system; If the change manager and related staff members agree to the change, the change approval instruction is sent to the terminal of the change implementer, so that the change implementer can implement the change plan and update the configuration library of the IT service management system based on the change plan.

4. The IT service management method according to claim 1, wherein: Before obtaining the configuration management request input by the staff when processing the service request work order, the method further includes: Storing the service items of the IT service management system and the association relationships between the service items in a configuration library; The visual system topology is created based on the association relationship between the service items of the IT service management system in the configuration library.

5. The IT service management method according to claim 1, wherein: After dispatching the service request work order and the corresponding service priority to the terminal of the corresponding staff member based on the service scope and the service item, the method further includes: Monitoring a search request for a service item in the service request ticket sent by a staff member's terminal, and searching a knowledge base for a solution corresponding to the service item based on the search request; If the knowledge base does not store a solution corresponding to the service item, generating a problem creation request and sending the problem creation request to the problem manager's terminal; Obtaining a problem assignment task sent by a problem manager's terminal, and sending the problem assignment task to a problem person in charge's terminal, wherein the problem assignment task includes the problem person in charge; The problem solution returned by the terminal of the problem person in charge is obtained, and the problem solution is sent to the terminal of the staff who created the problem creation request.

6. The IT service management method according to claim 1, wherein: The method further comprises: Get the actual cost of each service item within the preset time period; Compare the actual costs of each service item with the budgeted costs, and generate a comparison chart of the budgeted costs and actual costs of each service item within a preset time period.

7. An IT service management device, characterized in that: include: The service request ticket acquisition module is used to obtain the service request tickets submitted by users for the IT service management system; The service request work order includes service items and service areas; a work order dispatching module, configured to determine the current service priority of the service request work order according to the service project; and dispatch the service request work order and the current service priority to terminals of staff members of corresponding levels according to the service area and the service project, so that the terminals of the staff members update the corresponding task lists; A work order transfer module is configured to, if it is detected that the current staff member is unable to resolve the service request work order, send the service request work order and the corresponding service priority to the terminal of the next level staff member based on the service scope and the service item, so that the terminal of the next level staff member updates the corresponding task list; The skill level of the staff in the next level is higher than that of the current staff; The task list includes at least one service request work order sorted in descending order of service priority; The IT service management device further includes a configuration management module for: Obtaining a configuration management request input by a staff member when processing the service request work order, the configuration management request including a fault analysis request and / or a configuration change analysis request; If the configuration management request is the fault analysis request, then based on the service item carried in the fault analysis request, the impact scope of the service item in the IT service management system is displayed in a visual system topology of the IT service management system, so that the staff can locate the fault based on the impact scope; the visual system topology includes all service items of the IT service management system and the relationship between the service items; If the configuration management request is the configuration change analysis request, then based on the service items carried in the configuration change analysis request, displaying the impact scope of the service items in the IT service management system in the visual system topology, so that the user can determine the service items within the impact scope that need to be changed; The IT service management system is equipped with a general automatic dispatch switch, a regional automatic dispatch switch, and a personal automatic dispatch switch for staff members; The work order dispatching module includes: Determine the user group to which the service request work order is assigned based on the service area and the service item; Dispatching the service request work order and the current service priority to the terminal of the staff member with the least number of unresolved work orders in the user group; The work order dispatching module specifically includes: When the general automatic dispatch switch is turned on, the service request work order is automatically dispatched to the corresponding user group according to the service area and the service item; When the regional automatic dispatch switch is turned on, service request work orders are automatically dispatched to the user group of the corresponding service area based on the service area and the service item. When the regional automatic dispatch switch is turned off, no work orders are dispatched to the corresponding service area. When the personal automatic dispatch switch is turned on, the service request work order is automatically dispatched to the terminal of the staff member with the automatic dispatch switch turned on in the corresponding user group according to the service area and the service item.

8. A server comprising a memory, a processor, and a computer program stored in the memory and executable on the processor, wherein: When the processor executes the computer program, the steps of the IT service management method according to any one of claims 1 to 6 are implemented.

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