【正文】 . . . .. . 學(xué)習(xí)好幫手XXX技術(shù)服務(wù)方案 廣州市 XXX 科技有限公司20220224. . . .. . 學(xué)習(xí)好幫手目錄1 項(xiàng)目概述 ...............................................................................................................................................42 項(xiàng)目分析 ...............................................................................................................................................4 用戶(hù)需求理解 ................................................................................................................................4 項(xiàng)目特點(diǎn)分析 ................................................................................................................................5 項(xiàng)目重點(diǎn)分析 ................................................................................................................................53 服務(wù)方案書(shū) ...........................................................................................................................................6 服務(wù)概述 ........................................................................................................................................6 服務(wù)方案特點(diǎn) ................................................................................................................................7 對(duì)廣州 XXX 的益處 ........................................................................................................................7 主要服務(wù)方式 ................................................................................................................................8 駐場(chǎng) +現(xiàn)場(chǎng)服務(wù) .......................................................................................................................8 熱線(xiàn)支持服務(wù) .........................................................................................................................9 遠(yuǎn)程支持服務(wù) .......................................................................................................................10 服務(wù)內(nèi)容 ......................................................................................................................................11 服務(wù)臺(tái)支持服務(wù) ...................................................................................................................11 桌面現(xiàn)場(chǎng)支持服務(wù) ...............................................................................................................12 預(yù)防性巡檢服務(wù) ...................................................................................................................14 桌面服務(wù)標(biāo)準(zhǔn)化 ...................................................................................................................15 信息資產(chǎn)安裝 .......................................................................................................................15 桌面知識(shí)庫(kù)建設(shè) ...................................................................................................................16 設(shè)備硬件二級(jí)（芯片級(jí)）維修支持服務(wù) ...........................................................................16 重大事項(xiàng)的配合服務(wù) ...........................................................................................................16 服務(wù)級(jí)別 ......................................................................................................................................17 組織保障和人員保障 ..................................................................................................................17 組織架構(gòu)設(shè)設(shè)計(jì)思想 ...........................................................................................................17 服務(wù)組織結(jié)構(gòu) .......................................................................................................................18 服務(wù)組織崗位職責(zé) ...............................................................................................................19 服務(wù)實(shí)施模式及流程 ..................................................................................................................21 服務(wù)實(shí)施模式概要 ...............................................................................................................21 服務(wù)主流程 ...........................................................................................................................22 電話(huà)報(bào)修流程 .......................................................................................................................24 現(xiàn)場(chǎng)服務(wù)流程 .......................................................................................................................25 技術(shù)升級(jí)流程 .......................................................................................................................26 突發(fā)事件處理流程 ...............................................................................................................27 項(xiàng)目管理 ........................................................