ITIL basic overview and case analysis (II)

PreviousArticleThis article mainly introduces"Based onITILSystemItDepartment Construction", The following is a few examples to illustrate the effect after ITIL implementation.

●Based onITILSystemItProject Management

The launch of any project will start the project O & M process, which is more important than any of the project management processes, because this is the final outcome of the "result-oriented" management philosophy.

Here I would like to take the e-commerce project as an example to introduce ITIL's "service desk function" to improve the e-commerce operation system.

This function handles user faults, problem requests, handling of them, and feedback follow-up methods, this method includes six processes: accident management, problem management, configuration management, change management, and release management. That is, when a user initiates a question (the question may include: difficulties in using the system, system faults, system improvement suggestions, and consultation on business issues). How should it support, technology, and management departments handle such problems. This function is an entry point. The implementation of the "service desk function" directly reflects the degree of ITIL system construction of a company.

Taking the E-commerce system as an example, when a user encounters a usage problem (such as placing an order or making a payment), the first is the service personnel at the front-line of the service desk. The service personnel can use their experience in the resource library to answer user questions, if a front-line engineer cannot solve the problem, the problem will be distributed to an internal engineer who will solve the problem. After the problem is resolved, the problem will be recorded in the knowledge base for the next retrieval.

Figure 2 overall service center operation process

In fact, the core of this method is to use first-line personnel to provide quick services and use second-line personnel to provide reliable services, the interaction between the first-line and second-line personnel and the quality of service provision can be set according to SLAs, that is, services of different levels are provided according to the matrix diagram.

Figure 3 index chart

The first thing to solve is the work in the first quadrant. In fact, ITIL has planned a lot of work categories for the IT department for the reference of CIOs or ITIL implementers, such as the following two events: the general manager needs to print a document, but the printer is not ready; the company's network is interrupted, resulting in at least 10 people unable to access the office system. In this case, event 1 works in the First quadrant, and event 2 works in the third quadrant. With this reference, we can better solve the problem based on our corporate culture, this is just an example.

Case 1. query for e-commerce orders does not match

The following example briefly describes a small example of user query performance in E-commerce system operations. This example shows how the first-line Customer Service cooperates with the user to solve the problem and the work done by the customer service personnel after the problem is solved.

In this case, user problems did not call internal engineer resources, but reused the Knowledge Base resources to complete user service work.

Therefore, ITIL recommends that you solve user problems in front-line personnel, while front-line personnel rely on personal experience and knowledge base, and the knowledge base is the foundation for solving system problems, after solving the problem, our customer service model should enter the relevant questions to turn the problem into knowledge.

Case 2. The balance of the e-commerce account cannot be paid

The following process shows how to quickly solve system problems and communicate with first-line and second-line engineers.

This method is not only applicable to e-commerce, but also has mature solutions for ERP and system integration.

Case 3.erp warehouse picking process change

This case simulates the process of changing the warehouse picking process to a new process. This process appliesCodeUpdates, system releases, and other events.

For example, the original ERP warehouse picking ticket is as follows:

In ITIL, if you need to change the existing system, you need to support the following process:

Configuration management is a process of identifying and verifying system configuration items, recording and reporting configuration item statuses and change requests, and verifying the correctness and integrity of configuration items.

Change management refers to the service management process that is controlled to complete any change to the infrastructure or service within the shortest period of interruption.

Release management refers to the management process for distributing and publicizing newly added or modified configuration items imported to the actual application after testing. Release management, also known as software control and distribution, is controlled by the change management process.

After the above steps, the picking process is added for the new ERP warehouse picking order and changed:

ITIL's change control is not only applicable to maintenance and update of some existing systems, but also to standardized management of development, testing, release, and launch, for example, our IT project needs to be changed and tested and released.

Original reprinted by Li Ming (aicken)