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1、精品文档,值得拥有1 / 71.PurposeThe purpose of this procedure is to define and describe the process for providing a centralized source forservice and support of the company systems infrastructure.2.ScopeThis procedure applies to all CIS service and support requests.3.Value Added to CustomerThis process adds

2、value to our customers because it ensures that systems and resources used in creatingproducts are supported and maintained properly to enable consistent output to our customers.4. Process(Next Page)5. Procedure Notes / Guidelinesa) Backup schedules should note how often backups are performed.b) Peri

3、odic audits of stored tapes should be performed.c) There should be an archival policy for storing data off-site.d) The Service Level Commitment documents prioritization criteria and department response time.6.RecordsClosed service requestsBackup LogsPost Mortum NotesRequest Log7.Metrics- Service Req

4、uest Cycle time- Response Time- # of Successful Repairs on first request- Backup/Restore Success Rates- System(s) down time8.Readiness Check Cross Reference#43,44 (4.9)#89 (4.19)#72-74 (4.15.3)精品文档,值得拥有2 / 74.0 System Support ProcessiFollow up withrequestor toconfirm repairsuccessFile CompletedServi

5、ce Request精品文档,值得拥有3 / 74.1 Han dli ng Service Requests ProcedureResponsibilityReference / Work InstructionsCIS TechnicianServiceRequestService RequestRequest Log厂卜-一一Doc Control ProcedureQuality Records ProcedureNoApprovedService Request精品文档,值得拥有4 / 74.2 Hardware & Software Support ProcedureRef

6、erence / Work InstructionsUnder Warrantyor New Service精品文档,值得拥有5 / 74.3 Backup & Restore ProcedureResponsibilityCIS TechnicianApprovedServiceReference / Work InstructionsBack UpCreate aDoc Control ProcedureService Requestware supportservice requestto hard/soft-精品文档,值得拥有6 / 74.4 Disaster Recovery Procedure精品文档,值得拥有7 / 7ResponsibilityCIS TechnicianReference / Work InstructionsNotice ofDisasterDi

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