電算中心 Service Desk

王雅慈九十七年九月十七日

©2008 Wang Ya Tzu Computer Center, National Central University.

服務永遠做不完

使用者有問不完的問題熱門問題會被一直重覆的問到第一線的工讀生永遠都在換反應的管道太多

©2008 Wang Ya Tzu Computer Center, National Central University.

教育訓練 --wiki

文件放置於網頁，公開提供查詢，訓練工讀生也提供使用者自助服務

業務來自中心所有同仁，如何達到快速有效率的更新文件

Web 2.0 共筆的潮流及優勢

©2008 Wang Ya Tzu Computer Center, National Central University.

共筆的優勢

©2008 Wang Ya Tzu Computer Center, National Central University.

善用文件分類

©2008 Wang Ya Tzu Computer Center, National Central University.

類別—圖書館電子期刊

©2008 Wang Ya Tzu Computer Center, National Central University.

類別 --VPN

©2008 Wang Ya Tzu Computer Center, National Central University.

支援多國語言

©2008 Wang Ya Tzu Computer Center, National Central University.

支援多國語言

©2008 Wang Ya Tzu Computer Center, National Central University.

流程改善 --SOP 制定

以 UML2 Activity Diagram 之觀念，整理各項服務之 SOP 文件建置

©2008 Wang Ya Tzu Computer Center, National Central University.

學生宿舍網路申請流程

©2008 Wang Ya Tzu Computer Center, National Central University.

學生宿網解卡流程

©2008 Wang Ya Tzu Computer Center, National Central University.

教職員宿網申請及報修流程

©2008 Wang Ya Tzu Computer Center, National Central University.

問題集中 --mantis

整合臨檯、電話、 email 及網頁報修來源統一窗口，易於了解問題、分析狀況進而改善流程、解決問題

©2008 Wang Ya Tzu Computer Center, National Central University.

BB 教學平台服務

©2008 Wang Ya Tzu Computer Center, National Central University.

BB 問題回報系統

©2008 Wang Ya Tzu Computer Center, National Central University.

教職員宿舍

©2008 Wang Ya Tzu Computer Center, National Central University.

教職員宿網問題回報系統

©2008 Wang Ya Tzu Computer Center, National Central University.

各專案的統計數據

©2008 Wang Ya Tzu Computer Center, National Central University.

以 BB教學平台為例

©2008 Wang Ya Tzu Computer Center, National Central University.

以教職員宿舍為例

©2008 Wang Ya Tzu Computer Center, National Central University.

Email 自動匯入 mantis

©2008 Wang Ya Tzu Computer Center, National Central University.

Thank You!