IT operations and maintenance service management system includes what elements

1) IT service desk: must be to support multi-channel access, unified response and service management, open the service process

2) Transaction work order system: transaction flow, collaborative processing, records and retrospective query

3) Knowledge base/help center: self-service, progress query, information bulletin, KPI presentation

4) Service quality management: Service Catalog and SLA settings

5) Problem Management: Problem Tracing and Handling

6) Statistical Reporting: Perspective Processes, Measurement Performance

A perfect IT O&M service management system not only contains the above basic elements, but also has a completely open, remote assistance, asset management, change management, release management, configuration management, and other functional modules, but the whole set of The system costs more, based on the SAAS model of the IT service desk - easy to maintain the help desk is actually more suitable, but also to meet the existing needs of the enterprise.