【正文】 .................................................................................................................72 接入變更申請單 ............................................................................................................72 請求來源 ........................................................................................................................72 申請單狀態(tài) ....................................................................................................................73 結(jié)束代碼 ........................................................................................................................73 權(quán)限稽核單 ....................................................................................................................74 稽核結(jié)果 ........................................................................................................................74 稽核單狀態(tài) ....................................................................................................................74 關(guān)鍵衡量指標(biāo) .........................................................................................................................75 角色及職責(zé)說明 .....................................................................................................................75 服務(wù)臺 ............................................................................................................................75 技術(shù)和應(yīng)用管理人員 ....................................................................................................76 接入經(jīng)理 ........................................................................................................................76 歸口部門審批人 ............................................................................................................768 事件管理流程 .................................................................................................................................76 流程定義 .................................................................................................................................76 流程目標(biāo) .................................................................................................................................77 流程執(zhí)行原則 .........................................................................................................................77 一般原則 ........................................................................................................................77 事件處理 /升級原則 .......................................................................................................78 重復(fù)事件原則 ................................................................................................................78 事件關(guān)閉原則 ................................................................................................................79 與其它流程的關(guān)系 .................................................................................................................79 流程說明 .................................................................................................................................80 事件管理 ........................................................................................................................80 緊急事件管理 ................................................................................................................86 關(guān)鍵控制點 .............................................................................................................................89 主要相關(guān)數(shù)據(jù)說明 .................................................................................................................90 事件信息項 ....................................................................................................................90 事件來源 ........................................................................................................................92 用戶事件提交渠道 ........................................................................................................93 所屬系統(tǒng)類型 ................................................................................................................94 事件分類 ........................................................................................................................965 / 266 事件優(yōu)先級 ....................................................................................................................99 事件響應(yīng)時限和解決時限 ..........................................................................................100 事件影響度 ..................................................................................................................101 事件狀態(tài) ......................................................................................................................103 事件結(jié)束代碼 ..............................................................................................................104 關(guān)鍵衡量指標(biāo) .......................................................................................................................105 角色及職責(zé)說明 ...................................................................................................................106 事件經(jīng)理 ......................................................................................................................106 服務(wù)臺人員 ..................................................................................................................106 二線支持人員 ..............................................................................................................107 三線支持人員 ..............................................................................................................1079 問題管理流程 ...............................................................................................................................107 流程定義 ...............................................................................................................................107 流程目標(biāo) .................................................................................................