小型计算机中心IT服务台票务系统的实施案例研究

Hiromi Yamaoka, Kazuki Yamamoto, Takayuki Nagai, Hideo Masuda
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引用次数: 0

摘要

信息科学中心[3](CIS)是管理核心系统和核心信息网络运行的IT部门,有10名成员(3名教员,7名IT人员)支持他们。我们的工作涉及系统和网络运营管理、技术咨询、安全管理、教育、安全事件响应等多个领域。在京都工业大学,大约有4000名学生和450名教师,用户支持是我们工作的很大一部分。到目前为止,支持工作主要是通过电子邮件接收和管理,但存在各种问题。通过Jira Service Desk[2]记录每个任务,我们可以决定优先级,共享信息,管理进度,并根据情况分配负责人。它还减少了与用户沟通所需的时间和精力。从而提高了IT人员的工作效率。此外,通过集中跟踪票务,用户可以期待更好的便利。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
Case Study of Implementing an IT Service Desk Ticketing System at Small Computer Center
The Center for Information Science [3](CIS) is a section of IT that manages the operation of core systems and core information networks, and 10 members (3 faculty, 7 IT staff) support them. Our work covers many fields, including system and network operation management, technical consultation, security management, education, and security incident response. In Kyoto Institute of Technology, there are about 4000 students and 450 faculty, and user support is a large percentage of our work. Until now, support work had mainly been received and managed using email, but had various problems. By documenting each task with Jira Service Desk [2], we can decide the priority, share information, manage progress, and assign the person in charge depending on the situation. It also reduces the time and effort required to communicate with users. As a result, the work efficiency of the IT staff has been improved. Additionally by the centralization of tracking tickets users can expect better convenience.
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