【正文】 義 .........................................................................................................................................47 目標(biāo)和范圍 .............................................................................................................................47 服務(wù)臺(tái)類型 .............................................................................................................................47 XX 集團(tuán)的 IT 服務(wù)臺(tái)類型 ......................................................................................................48 服務(wù)臺(tái)主要職能 .....................................................................................................................49 與服務(wù)流程的關(guān)系 .................................................................................................................50 關(guān)鍵衡量指標(biāo) .........................................................................................................................506 服務(wù)請(qǐng)求管理流程 .........................................................................................................................52 流程定義 .................................................................................................................................52 流程目標(biāo) .................................................................................................................................52 流程執(zhí)行原則 .........................................................................................................................52 一般原則 ........................................................................................................................52 升級(jí)原則 ........................................................................................................................53 審批原則 ........................................................................................................................53 關(guān)閉原則 ........................................................................................................................53 與其它流程的關(guān)系 .................................................................................................................54 流程說明 .................................................................................................................................55 服務(wù)請(qǐng)求 ........................................................................................................................55 關(guān)鍵控制點(diǎn) .............................................................................................................................58 主要相關(guān)數(shù)據(jù)說明 .................................................................................................................59 服務(wù)請(qǐng)求信息項(xiàng) ............................................................................................................59 用戶請(qǐng)求提交渠道 ........................................................................................................59 請(qǐng)求類別 ........................................................................................................................60 請(qǐng)求狀態(tài) ........................................................................................................................60 請(qǐng)求結(jié)束代碼 ................................................................................................................61 關(guān)鍵衡量指標(biāo) .........................................................................................................................61 角色及職責(zé)說明 .....................................................................................................................627 接入管理流程 .................................................................................................................................63 流程定義 .................................................................................................................................63 流程目標(biāo) .................................................................................................................................634 / 266 流程執(zhí)行原則 .........................................................................................................................63 一般原則 ........................................................................................................................63 權(quán)限分配原則 ................................................................................................................64 審批原則 ........................................................................................................................64 關(guān)閉原則 ........................................................................................................................64 稽核原則 ........................................................................................................................65 與其它流程的關(guān)系 .................................................................................................................65 流程說明 .................................................................................................................................66 接入變更流程 ................................................................................................................66 權(quán)限稽核流程 ................................................................................................................69 關(guān)鍵控制點(diǎn) .............................................................................................................................71 主要相關(guān)數(shù)據(jù)說明 .................................................................................................................72 接入變更申請(qǐng)單 ............................................................................................................72 請(qǐng)求來源 ........................................................................................................................72 申請(qǐng)單狀態(tài) ....................................................................................................................73 結(jié)束代碼 .............................................................................................