{"id":120047,"date":"2025-08-22T15:13:57","date_gmt":"2025-08-22T07:13:57","guid":{"rendered":"https:\/\/version-2.com.tw\/?p=112195"},"modified":"2025-08-21T16:20:35","modified_gmt":"2025-08-21T08:20:35","slug":"esm-%e8%88%87-itsm%ef%bc%9a%e5%b7%ae%e7%95%b0%e8%88%87%e7%9b%b8%e4%bc%bc%e4%b9%8b%e8%99%95","status":"publish","type":"post","link":"https:\/\/version-2.com\/zh\/2025\/08\/esm-%e8%88%87-itsm%ef%bc%9a%e5%b7%ae%e7%95%b0%e8%88%87%e7%9b%b8%e4%bc%bc%e4%b9%8b%e8%99%95\/","title":{"rendered":"ESM \u8207 ITSM\uff1a\u5dee\u7570\u8207\u76f8\u4f3c\u4e4b\u8655"},"content":{"rendered":"\t\t
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ESM \u8207 ITSM\uff1a\u5c07\u670d\u52d9\u7ba1\u7406\u64f4\u5c55\u81f3 IT \u4ee5\u5916\u7684\u9818\u57df<\/strong><\/p>

\u4f01\u696d\u670d\u52d9\u7ba1\u7406\uff08Enterprise Service Management, ESM\uff09\u5c07 IT \u670d\u52d9\u7ba1\u7406\uff08IT Service Management, ITSM\uff09\u7684\u6210\u719f\u539f\u5247\u64f4\u5c55\u81f3\u6574\u500b\u7d44\u7e54\u3002\u7576\u516c\u53f8\u5c07\u9019\u4e9b\u4ee5\u670d\u52d9\u70ba\u5c0e\u5411\u7684\u5be6\u8e10\u61c9\u7528\u65bc IT \u4ee5\u5916\u7684\u90e8\u9580\u6642\uff0c\u670d\u52d9\u7ba1\u7406\u7684\u7b56\u7565\u50f9\u503c\u4fbf\u6703\u63d0\u5347\uff0c\u5f9e\u800c\u4f7f\u6280\u8853\u3001\u696d\u52d9\u6d41\u7a0b\u8207\u5168\u516c\u53f8\u7684\u76ee\u6a19\u4fdd\u6301\u4e00\u81f4\u3002<\/p>

\u7136\u800c\uff0cESM \u4e26\u975e\u4e00\u9ad4\u9069\u7528\u7684\u89e3\u6c7a\u65b9\u6848\u3002\u6c7a\u5b9a\u5c08\u6ce8\u65bc ITSM \u9084\u662f\u64f4\u5c55\u81f3 ESM\uff0c\u53d6\u6c7a\u65bc\u4f01\u696d\u7684\u6210\u719f\u5ea6\u3001\u9700\u6c42\u548c\u7b56\u7565\u512a\u5148\u9806\u5e8f\u3002\u672c\u6587\u65e8\u5728\u95e1\u660e\u9019\u5169\u500b\u6982\u5ff5\u4e4b\u9593\u7684\u95dc\u4fc2\uff0c\u63a2\u8a0e\u5b83\u5011\u7684\u76f8\u540c\u8207\u4e0d\u540c\u4e4b\u8655\uff0c\u4e26\u8aaa\u660e\u5728\u4f55\u7a2e\u60c5\u6cc1\u4e0b\u63a1\u7528 ESM \u7b56\u7565\u6700\u70ba\u5408\u9069\u3002<\/p>

\u4ec0\u9ebc\u662f IT \u670d\u52d9\u7ba1\u7406\uff08ITSM\uff09\uff1f<\/strong><\/p>

IT \u670d\u52d9\u7ba1\u7406\uff08ITSM\uff09\u662f\u4e00\u500b\u7b56\u7565\u6027\u6846\u67b6\uff0c\u7528\u65bc\u4f01\u696d\u5982\u4f55\u8a2d\u8a08\u3001\u4ea4\u4ed8\u3001\u7ba1\u7406\u548c\u6539\u9032\u5176\u6280\u8853\u670d\u52d9\u3002ITSM \u900f\u904e\u5c08\u9580\u7684\u5de5\u5177\u548c\u5de5\u4f5c\u6d41\u7a0b\uff0c\u5c08\u6ce8\u65bc\u5c07 IT \u670d\u52d9\u8207\u4f01\u696d\u53ca\u5176\u5ba2\u6236\u7684\u9700\u6c42\u5c0d\u9f4a\u3002\u5176\u4e3b\u8981\u76ee\u6a19\u662f\u900f\u904e\u6709\u6548\u7684 IT \u7ba1\u7406\uff0c\u63d0\u5347\u696d\u52d9\u7e3e\u6548\u3001\u63d0\u9ad8\u751f\u7522\u529b\u4e26\u589e\u52a0\u7528\u6236\u6eff\u610f\u5ea6\u3002<\/p>

ITSM \u70ba\u6838\u5fc3 IT \u529f\u80fd\u63d0\u4f9b\u4e86\u67b6\u69cb\uff0c\u5354\u52a9\u4f01\u696d\u5728\u512a\u5316\u9810\u7b97\u7684\u540c\u6642\u5be6\u73fe\u696d\u52d9\u76ee\u6a19\u3002ITIL\u00ae<\/strong>\uff08\u8cc7\u8a0a\u79d1\u6280\u57fa\u790e\u67b6\u69cb\u5eab\uff09\u662f\u5be6\u65bd ITSM \u7684\u696d\u754c\u6a19\u6e96\u6846\u67b6\uff0c\u5b83\u6982\u8ff0\u4e86 34 \u9805\u5be6\u8e10\uff0c\u5305\u62ec\u4ee5\u4e0b\u95dc\u9375\u6d41\u7a0b\uff1a<\/p>

  • \u4e8b\u4ef6\u7ba1\u7406\uff08Incident Management\uff09:<\/strong> \u76e1\u5feb\u6062\u5fa9\u6b63\u5e38\u7684\u670d\u52d9\u904b\u4f5c\u3002<\/li>
  • \u554f\u984c\u7ba1\u7406\uff08Problem Management\uff09:<\/strong> \u8b58\u5225\u4e26\u89e3\u6c7a\u4e8b\u4ef6\u7684\u6839\u672c\u539f\u56e0\u3002<\/li>
  • \u8b8a\u66f4\u7ba1\u7406\uff08Change Management\uff09:<\/strong> \u63a7\u5236\u6240\u6709\u8b8a\u66f4\u7684\u751f\u547d\u9031\u671f\uff0c\u4ee5\u6700\u5927\u9650\u5ea6\u5730\u6e1b\u5c11\u5e72\u64fe\u3002<\/li>
  • \u8cc7\u7522\u7ba1\u7406\uff08Asset Management\uff09:<\/strong> \u5728\u8cc7\u7522\u7684\u6574\u500b\u751f\u547d\u9031\u671f\u5167\u9032\u884c\u8ffd\u8e64\u548c\u7ba1\u7406\u3002<\/li><\/ul>

    ITSM \u7684\u512a\u52e2<\/strong><\/p>

    \u7576 IT \u90e8\u9580\u5728\u696d\u52d9\u71df\u904b\u4e2d\u626e\u6f14\u6838\u5fc3\u89d2\u8272\u6642\uff0c\u6210\u719f\u7684 ITSM \u5be6\u8e10\u80fd\u5e36\u4f86\u986f\u8457\u7684\u512a\u52e2\uff1a<\/p>

    • \u6709\u6548\u7684 IT \u6cbb\u7406\uff1a<\/strong>\u5b89\u5168\u4e14\u9ad8\u6548\u5730\u7ba1\u7406\u6574\u500b IT \u74b0\u5883\u3002<\/li>
    • \u66f4\u5feb\u7684\u89e3\u6c7a\u901f\u5ea6\uff1a<\/strong>\u8fc5\u901f\u8655\u7406\u4e26\u89e3\u6c7a\u4e8b\u4ef6\u53ca\u5176\u6f5b\u5728\u554f\u984c\u3002<\/li>
    • \u900f\u660e\u7684\u8b8a\u66f4\uff1a<\/strong>\u5be6\u65bd\u7cfb\u7d71\u8b8a\u66f4\u6642\u5177\u6709\u6e05\u6670\u7684\u53ef\u8ffd\u6eaf\u6027\uff0c\u4e26\u5c07\u98a8\u96aa\u964d\u81f3\u6700\u4f4e\u3002<\/li>
    • \u6e05\u6670\u7684\u53ef\u898b\u5ea6\uff1a<\/strong>\u5168\u9762\u638c\u63e1 IT \u8cc7\u7522\u53ca\u5176\u76f8\u4e92\u4f9d\u8cf4\u95dc\u4fc2\u3002<\/li><\/ul>

      \u5be6\u4f8b\u5206\u4eab\uff1a\u85a9\u514b\u68ee\u90a6\u5b78\u6821\u8207\u6559\u80b2\u8fa6\u516c\u5ba4\uff08LaSuB\uff09<\/h4>

      LaSuB \u66fe\u70ba\u5176\u8907\u96dc\u4e14\u4f4e\u6548\u7684 IT \u652f\u63f4\u7cfb\u7d71\u6240\u56f0\u64fe\u3002\u900f\u904e\u5c0e\u5165 OTRS \u96c6\u4e2d\u5316\u7684 ITSM \u89e3\u6c7a\u65b9\u6848\uff0c\u4ed6\u5011\u7c21\u5316\u4e86\u8acb\u6c42\u7ba1\u7406\u6d41\u7a0b\u3002\u73fe\u5728\uff0c\u670d\u52d9\u55ae\u548c\u5099\u8a3b\u53ef\u4ee5\u8f15\u9b06\u5730\u5206\u6d3e\u7d66\u6b63\u78ba\u7684\u5718\u968a\uff0c\u5373\u4f7f\u662f\u5c0f\u5718\u968a\u4e5f\u80fd\u9ad8\u6548\u904b\u4f5c\u4e26\u63d0\u4f9b\u5353\u8d8a\u7684\u670d\u52d9\u3002<\/p><\/div>

      \u4ec0\u9ebc\u662f\u4f01\u696d\u670d\u52d9\u7ba1\u7406\uff08ESM\uff09\uff1f<\/strong><\/p>

      \u4f01\u696d\u670d\u52d9\u7ba1\u7406\uff08ESM\uff09\u662f\u5c07 ITSM \u7684\u539f\u5247\u3001\u5be6\u8e10\u548c\u6280\u8853\u61c9\u7528\u65bc\u5176\u4ed6\u696d\u52d9\u90e8\u9580\u3002\u4eba\u529b\u8cc7\u6e90\u3001\u6cd5\u52d9\u3001\u8a2d\u65bd\u3001\u8ca1\u52d9\u548c\u884c\u92b7\u7b49\u9818\u57df\u7684\u5718\u968a\u63a1\u7528\u670d\u52d9\u7ba1\u7406\u6a21\u5f0f\u4f86\u5efa\u69cb\u5176\u5de5\u4f5c\uff0c\u5f9e\u800c\u5728\u6574\u500b\u4f01\u696d\u5167\u5275\u9020\u4e00\u81f4\u4e14\u9ad8\u54c1\u8cea\u7684\u670d\u52d9\u9ad4\u9a57\u3002<\/p>

      \u7c21\u800c\u8a00\u4e4b\uff0cESM \u501f\u9452 ITSM \u7684\u85cd\u5716\uff0c\u5728\u4f01\u696d\u7bc4\u570d\u5167\u63d0\u5347\u7d44\u7e54\u80fd\u529b\u3001\u53ef\u898b\u5ea6\u3001\u6e9d\u901a\u548c\u6548\u7387\u3002<\/p>

      ESM \u7684\u512a\u52e2<\/strong><\/p>

      \u4e00\u500b\u5be6\u65bd\u5b8c\u5584\u7684 ESM \u7b56\u7565\u80fd\u512a\u5316\u6574\u500b\u4f01\u696d\u7684\u6d41\u7a0b\u4e26\u63a8\u52d5\u7b56\u7565\u6027\u696d\u52d9\u76ee\u6a19\u7684\u5be6\u73fe\u3002\u4e3b\u8981\u512a\u52e2\u5305\u62ec\uff1a<\/p>

      • \u6539\u5584\u670d\u52d9\u9ad4\u9a57\uff1a<\/strong>\u5ba2\u6236\u548c\u54e1\u5de5\u80fd\u7372\u5f97\u4e00\u81f4\u3001\u9ad8\u54c1\u8cea\u7684\u670d\u52d9\uff0c\u7121\u9700\u9577\u6642\u9593\u7b49\u5f85\u6216\u56e0\u6e9d\u901a\u4e0d\u826f\u800c\u7522\u751f\u554f\u984c\u3002<\/li>
      • \u63d0\u5347\u670d\u52d9\u4eba\u54e1\u6eff\u610f\u5ea6\uff1a<\/strong>\u5404\u90e8\u9580\u7684\u652f\u63f4\u4eba\u54e1\u56e0\u64c1\u6709\u6e05\u6670\u7684\u67b6\u69cb\u548c\u900f\u660e\u7684\u5de5\u4f5c\u6d41\u7a0b\u800c\u53d7\u76ca\uff0c\u5f9e\u800c\u6e1b\u8f15\u58d3\u529b\u3002<\/li>
      • \u7bc0\u7701\u6210\u672c\uff1a<\/strong>\u9ad8\u6548\u7684\u81ea\u52d5\u5316\u6d41\u7a0b\u964d\u4f4e\u4e86\u76f4\u63a5\u71df\u904b\u6210\u672c\u548c\u6a5f\u6703\u6210\u672c\u3002<\/li>
      • \u6301\u7e8c\u6539\u9032\uff1a<\/strong>\u7d50\u69cb\u5316\u7684\u670d\u52d9\u7d44\u5408\u6709\u52a9\u65bc\u4e3b\u52d5\u7ba1\u7406\u548c\u9577\u671f\u512a\u5316\u3002<\/li>
      • \u63d0\u9ad8\u751f\u7522\u529b\uff1a<\/strong>\u65e5\u5e38\u4efb\u52d9\u7684\u81ea\u52d5\u5316\u4f7f\u54e1\u5de5\u80fd\u5c08\u6ce8\u65bc\u8907\u96dc\u4e14\u5177\u9644\u52a0\u50f9\u503c\u7684\u5de5\u4f5c\u3002<\/li><\/ul>

        ESM \u5be6\u8e10\uff1a\u65b0\u54e1\u5de5\u5165\u8077\u6d41\u7a0b<\/h4>

        \u65b0\u54e1\u5de5\u5165\u8077\u662f\u4e00\u500b\u76f4\u63a5\u5f71\u97ff\u54e1\u5de5\u7559\u4efb\u7387\u7684\u95dc\u9375\u6d41\u7a0b\u3002\u82e5\u6c92\u6709 ESM\uff0c\u9019\u53ef\u80fd\u662f\u4e00\u6bb5\u6df7\u4e82\u7684\u7d93\u6b77\u3002\u6709\u4e86 ESM\uff0c\u81ea\u52d5\u5316\u7684\u5de5\u4f5c\u6d41\u7a0b\u80fd\u5354\u8abf\u6bcf\u4e00\u6b65\uff1a\u7531\u4eba\u8cc7\u90e8\u9580\u555f\u52d5\u6d41\u7a0b\uff0cIT \u90e8\u9580\u914d\u7f6e\u786c\u4ef6\u548c\u5e33\u6236\uff0c\u8a2d\u65bd\u90e8\u9580\u6e96\u5099\u597d\u8fa6\u516c\u7a7a\u9593\uff0c\u800c\u62db\u8058\u7d93\u7406\u6703\u6536\u5230\u6e96\u5099\u57f9\u8a13\u8a08\u756b\u7684\u901a\u77e5\u3002\u65b0\u54e1\u5de5\u5728\u7b2c\u4e00\u5929\u5831\u5230\u6642\uff0c\u4e00\u5207\u6240\u9700\u90fd\u5df2\u6e96\u5099\u5c31\u7dd2\uff0c\u78ba\u4fdd\u4e86\u4e00\u500b\u9806\u5229\u800c\u6b63\u9762\u7684\u958b\u59cb\u3002<\/p><\/div>

        \u5176\u4ed6\u4f8b\u5b50\u5305\u62ec\uff1a<\/p>

        • \u5167\u90e8\u81ea\u52a9\u670d\u52d9\u5165\u53e3\u7db2\u7ad9\uff1a<\/strong>\u54e1\u5de5\u7121\u9700\u63d0\u4ea4\u670d\u52d9\u55ae\uff0c\u5373\u53ef\u627e\u5230\u6709\u95dc\u4eba\u8cc7\u653f\u7b56\u6216\u8a2d\u65bd\u8acb\u6c42\u7684\u5e38\u898b\u554f\u984c\u89e3\u7b54\u3002<\/li>
        • \u7c21\u5316\u7684\u5be9\u6279\u6d41\u7a0b\uff1a<\/strong>\u70ba\u8ca1\u52d9\u6216\u6cd5\u52d9\u5be9\u6279\u5efa\u7acb\u7d50\u69cb\u5316\u7684\u5de5\u4f5c\u6d41\u7a0b\uff0c\u78ba\u4fdd\u8acb\u6c42\u5f97\u5230\u8ffd\u8e64\u3001\u5448\u5831\u4e26\u5728\u898f\u5b9a\u6642\u9593\u5167\u89e3\u6c7a\u3002<\/li><\/ul>

          ITSM \u8207 ESM \u6bd4\u8f03\uff1a\u4e3b\u8981\u7570\u540c\u9ede<\/strong><\/p>

          \u7531\u65bc ESM \u662f ITSM \u7684\u5ef6\u4f38\uff0c\u9019\u5169\u500b\u6982\u5ff5\u5728\u300c\u670d\u52d9\u7ba1\u7406\u300d\u4e0a\u5171\u4eab\u4e00\u500b\u5171\u540c\u7684\u57fa\u790e\u3002\u4e3b\u8981\u5340\u5225\u5728\u65bc\u5176\u7bc4\u7587\uff1a\u300cIT\u300d\u4ee3\u8868\u8cc7\u8a0a\u79d1\u6280\uff0c\u800c\u300cE\u300d\u5247\u4ee3\u8868\u4f01\u696d\u3002<\/p>

          \u5171\u540c\u57fa\u790e<\/strong><\/p>

          ITSM \u548c ESM \u90fd\u5229\u7528\u76f8\u540c\u7684\u6838\u5fc3\u539f\u5247\u4f86\u63d0\u4f9b\u9ad8\u6548\u3001\u76ee\u6a19\u5c0e\u5411\u7684\u670d\u52d9\uff1a<\/p>

          • \u4ee5\u5ba2\u6236\u70ba\u4e2d\u5fc3\uff1a<\/strong>\u5f37\u8abf\u6eff\u8db3\u7d42\u7aef\u7528\u6236\uff08\u7121\u8ad6\u662f\u5916\u90e8\u5ba2\u6236\u9084\u662f\u5167\u90e8\u54e1\u5de5\uff09\u7684\u9700\u6c42\u3002<\/li>
          • \u9ad8\u6548\u7684\u5de5\u4f5c\u6d41\u7a0b\uff1a<\/strong>\u6a19\u6e96\u5316\u6d41\u7a0b\u80fd\u6539\u5584\u5354\u4f5c\u4e26\u7bc0\u7701\u6642\u9593\u3002<\/li>
          • \u81ea\u52d5\u5316\uff1a<\/strong>\u6e1b\u5c11\u4eba\u70ba\u932f\u8aa4\uff0c\u8b93\u5718\u968a\u80fd\u5c08\u6ce8\u65bc\u66f4\u5177\u7b56\u7565\u6027\u7684\u4efb\u52d9\u3002<\/li>
          • \u81ea\u52a9\u670d\u52d9\uff1a<\/strong>\u8b93\u4f7f\u7528\u8005\u80fd\u5920 24\/7 \u5168\u5929\u5019\u89e3\u6c7a\u7c21\u55ae\u554f\u984c\u7684\u5165\u53e3\u7db2\u7ad9\u3002<\/li>
          • \u77e5\u8b58\u7ba1\u7406\uff1a<\/strong>\u96c6\u4e2d\u5316\u7684\u77e5\u8b58\u5eab\uff0c\u63d0\u4f9b\u5e38\u898b\u554f\u984c\u3001\u6307\u5357\u548c\u89e3\u6c7a\u65b9\u6848\u4ee5\u52a0\u901f\u652f\u63f4\u3002<\/li>
          • \u901a\u7528\u5de5\u5177\uff1a<\/strong>\u4f7f\u7528\u985e\u4f3c\u7684\u8edf\u4ef6\u4f86\u7ba1\u7406\u670d\u52d9\u55ae\u3001\u5de5\u4f5c\u6d41\u7a0b\u548c\u670d\u52d9\u3002<\/li><\/ul>

            \u4e3b\u8981\u5dee\u7570<\/strong><\/p>

            \u6838\u5fc3\u5dee\u7570\u5728\u65bc\u61c9\u7528\u9818\u57df\u3002ITSM \u7ba1\u7406\u6280\u8853\u670d\u52d9\uff0c\u800c ESM \u5247\u5c07\u6b64\u6a21\u5f0f\u64f4\u5c55\u81f3\u7ba1\u7406\u696d\u52d9\u670d\u52d9\u3002<\/p>
            \u9762\u5411<\/th>IT \u670d\u52d9\u7ba1\u7406\uff08ITSM\uff09<\/th>\u4f01\u696d\u670d\u52d9\u7ba1\u7406\uff08ESM\uff09<\/th><\/tr><\/thead>
            \u7126\u9ede<\/strong><\/td>\u8207 IT \u76f8\u95dc\u7684\u670d\u52d9\uff08\u4f8b\u5982\uff1a\u7cfb\u7d71\u5347\u7d1a\u3001\u5b58\u53d6\u6b0a\u9650\u8acb\u6c42\u3001\u61c9\u7528\u7a0b\u5f0f\u652f\u63f4\uff09\u3002<\/td>\u8de8\u90e8\u9580\u7684\u696d\u52d9\u5c0e\u5411\u670d\u52d9\uff08\u4f8b\u5982\uff1a\u65b0\u54e1\u5de5\u5165\u8077\u3001\u5408\u7d04\u5be9\u6279\u3001\u8a2d\u65bd\u8acb\u6c42\uff09\u3002<\/td><\/tr>
            \u7bc4\u7587<\/strong><\/td>\u5c40\u9650\u65bc IT \u90e8\u9580\u53ca\u5176\u670d\u52d9\u3002<\/td>\u6db5\u84cb\u6574\u500b\u4f01\u696d\uff08\u4eba\u8cc7\u3001\u6cd5\u52d9\u3001\u8ca1\u52d9\u7b49\uff09\u3002<\/td><\/tr>
            \u7b56\u7565\u5c0d\u9f4a<\/strong><\/td>\u5c07 IT \u7e3e\u6548\u8207\u696d\u52d9\u76ee\u6a19\u5c0d\u9f4a\u3002<\/td>\u76f4\u63a5\u652f\u6301\u66f4\u5ee3\u6cdb\u7684\u696d\u52d9\u76ee\u6a19\uff0c\u5982\u5168\u4f01\u696d\u7684\u6210\u672c\u7bc0\u7d04\u548c\u5ba2\u6236\u6eff\u610f\u5ea6\u3002<\/td><\/tr>
            \u6210\u719f\u5ea6<\/strong><\/td>\u4e00\u500b\u767c\u5c55\u6210\u719f\u7684\u5b78\u79d1\uff0c\u64c1\u6709\u5982 ITIL\u00ae \u7b49\u6a19\u6e96\u5316\u6846\u67b6\u3002<\/td>\u4e00\u500b\u65b0\u8208\u7684\u5be6\u8e10\uff0c\u9700\u8981\u5c07 ITIL \u539f\u5247\u61c9\u7528\u65bc\u975e\u6280\u8853\u9818\u57df\u3002<\/td><\/tr><\/tbody><\/table>

            \u672c\u8cea\u4e0a\uff1aITSM \u5b8c\u5584\u4e86 IT \u5167\u90e8\u7684\u670d\u52d9\u4ea4\u4ed8\u3002ESM \u5247\u5c07\u9019\u4e9b\u5b8c\u5584\u7684\u5be6\u8e10\u64f4\u5c55\u81f3\u6574\u500b\u4f01\u696d\u3002<\/p>

            ITSM \u6216 ESM\uff1a\u54ea\u7a2e\u65b9\u6cd5\u9069\u5408\u60a8\uff1f<\/strong><\/p>

            ITSM \u548c ESM \u4e26\u975e\u4e92\u76f8\u6392\u65a5\uff1b\u5b83\u5011\u4ee3\u8868\u4e86\u670d\u52d9\u7ba1\u7406\u6210\u719f\u5ea6\u7684\u9023\u7e8c\u9ad4\u3002\u771f\u6b63\u7684\u554f\u984c\u4e0d\u662f\u60a8\u61c9\u8a72\u9078\u64c7\u54ea\u4e00\u500b\uff0c\u800c\u662f\u60a8\u61c9\u8a72\u5728\u4f55\u6642\u5f9e ITSM \u64f4\u5c55\u5230 ESM\u3002\u4e00\u500b\u64c1\u6709\u6210\u719f ITSM \u5be6\u8e10\u7684 IT \u90e8\u9580\uff0c\u5b8c\u5168\u6709\u80fd\u529b\u5f15\u9818\u9019\u4e00\u6f14\u9032\u3002<\/p>

            \u4f55\u6642\u61c9\u5c08\u6ce8\u65bc ITSM<\/strong><\/p>

            \u5728\u4ee5\u4e0b\u60c5\u6cc1\u4e0b\uff0c\u5c08\u6ce8\u65bc ITSM \u81f3\u95dc\u91cd\u8981\uff1a<\/p>

            • \u4e3b\u8981\u76ee\u6a19\u662f\u70ba\u8907\u96dc\u4e14\u76f8\u4e92\u4f9d\u8cf4\u7684 IT \u74b0\u5883\u5e36\u4f86\u79e9\u5e8f\u548c\u6548\u7387\u3002<\/li>
            • \u5176\u4ed6\u696d\u52d9\u90e8\u9580\u5c1a\u672a\u7fd2\u6163\u4ee5\u6d41\u7a0b\u70ba\u5c0e\u5411\u7684\u5de5\u4f5c\u65b9\u5f0f\uff0c\u9700\u8981\u57fa\u790e\u7684\u670d\u52d9\u7ba1\u7406\u6982\u5ff5\u3002<\/li><\/ul>

              \u4f55\u6642\u61c9\u63a1\u7528 ESM<\/strong><\/p>

              \u5728\u4ee5\u4e0b\u60c5\u6cc1\u4e0b\uff0c\u64f4\u5c55\u81f3 ESM \u662f\u5408\u4e4e\u908f\u8f2f\u7684\u4e0b\u4e00\u6b65\uff1a<\/p>

              • \u60a8\u7684 ITSM \u5be6\u8e10\u5df2\u6210\u719f\u4e26\u6301\u7e8c\u5275\u9020\u50f9\u503c\u3002<\/li>
              • \u6548\u7387\u4f4e\u4e0b\u7684\u8de8\u90e8\u9580\u6d41\u7a0b\uff08\u5982\u65b0\u54e1\u5de5\u5165\u8077\u6216\u63a1\u8cfc\uff09\u6b63\u5728\u9020\u6210\u74f6\u9838\u548c\u56f0\u64fe\u3002<\/li>
              • \u60a8\u7684\u4f01\u696d\u5df2\u6e96\u5099\u597d\u5728\u6240\u6709\u696d\u52d9\u8077\u80fd\u4e2d\u6a19\u6e96\u5316\u670d\u52d9\u4ea4\u4ed8\u4e26\u5229\u7528\u81ea\u52d5\u5316\u3002<\/li><\/ul>

                \u6700\u6709\u6548\u7684\u65b9\u6cd5\u662f\u5efa\u7acb\u5728\u60a8 ITSM \u7684\u6210\u529f\u57fa\u790e\u4e4b\u4e0a\u3002\u5c07\u5176\u9010\u6b65\u767c\u5c55\u70ba\u5168\u9762\u7684 ESM \u7b56\u7565\uff0c\u53ef\u4ee5\u5f9e\u50cf\u4eba\u8cc7\u9019\u6a23\u8655\u7406\u5927\u91cf\u8907\u96dc\u8acb\u6c42\u3001\u4e26\u80fd\u7acb\u5373\u5f9e\u7d50\u69cb\u5316\u670d\u52d9\u7ba1\u7406\u4e2d\u53d7\u76ca\u7684\u90e8\u9580\u958b\u59cb\u3002<\/p>

                \u7e3d\u7d50\uff1a\u64f4\u5c55\u6210\u529f\u6a21\u5f0f<\/strong><\/p>

                ITSM \u548c ESM \u662f\u540c\u4e00\u5f37\u5927\u539f\u5247\u7684\u4e0d\u540c\u9ad4\u73fe\uff1a\u4ee5\u9ad8\u6548\u3001\u4e00\u81f4\u7684\u65b9\u5f0f\u63d0\u4f9b\u5353\u8d8a\u7684\u670d\u52d9\u3002\u5982\u679c ITSM \u5df2\u7d93\u5728\u60a8\u7684 IT \u90e8\u9580\u53d6\u5f97\u6210\u529f\uff0c\u90a3\u9ebc\u60a8\u5c31\u6709\u4e86\u4e00\u500b\u6210\u719f\u7684\u6210\u529f\u6a21\u5f0f\uff0c\u53ef\u4ee5\u8b93\u6574\u500b\u4f01\u696d\u53d7\u76ca\u3002<\/p>

                \u96d6\u7136 ESM \u4ecd\u4e0d\u5982 ITSM \u666e\u53ca\uff0c\u4f46\u5b83\u70ba\u65e9\u671f\u63a1\u7528\u8005\u63d0\u4f9b\u4e86\u986f\u8457\u7684\u7af6\u722d\u512a\u52e2\u3002\u900f\u904e\u5efa\u7acb\u4e00\u500b\u9ad8\u5ea6\u7d50\u69cb\u5316\u3001\u4ee5\u7d50\u679c\u70ba\u5c0e\u5411\u7684\u670d\u52d9\u6587\u5316\uff0cESM \u6709\u52a9\u65bc\u5be6\u73fe\u95dc\u9375\u696d\u52d9\u76ee\u6a19\uff0c\u4e26\u71df\u9020\u4e00\u500b\u66f4\u5177\u5354\u4f5c\u6027\u3001\u6548\u7387\u548c\u751f\u7522\u529b\u7684\u5de5\u4f5c\u74b0\u5883\u3002<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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                \u95dc\u65bc OTRS<\/h3>

                OTRS\uff08\u539f\u540d\u70ba Open-Source Ticket Request System\uff09\u662f\u4e00\u5957\u670d\u52d9\u7ba1\u7406\u8edf\u9ad4\u5957\u4ef6\uff0c\u5305\u542b\u5c08\u54e1\u5165\u53e3\u7db2\u9801\uff08agent portal\uff09\u3001\u7ba1\u7406\u54e1\u5100\u8868\u677f\uff08admin dashboard\uff09\u53ca\u5ba2\u6236\u5165\u53e3\u7db2\u9801\uff08customer portal\uff09\u3002\n\n\u5728\u5c08\u54e1\u5165\u53e3\u7db2\u9801\u4e2d\uff0c\u5718\u968a\u80fd\u5920\u8655\u7406\u4f86\u81ea\u5167\u90e8\u6216\u5916\u90e8\u5ba2\u6236\u7684\u6848\u4ef6\u8207\u8acb\u6c42\u3002\u6b64\u8655\u63d0\u4f9b\u591a\u7a2e\u65b9\u5f0f\u4f86\u6aa2\u8996\u9019\u4e9b\u8cc7\u8a0a\uff0c\u4ee5\u53ca\u5ba2\u6236\u548c\u76f8\u95dc\u6578\u64da\u3002\n\n\u9867\u540d\u601d\u7fa9\uff0c\u7ba1\u7406\u54e1\u5100\u8868\u677f\u8b93\u7cfb\u7d71\u7ba1\u7406\u54e1\u80fd\u5920\u7ba1\u7406\u7cfb\u7d71\uff1a\u529f\u80fd\u773e\u591a\uff0c\u5305\u62ec\u89d2\u8272\u8207\u7fa4\u7d44\u3001\u6d41\u7a0b\u81ea\u52d5\u5316\u3001\u983b\u9053\u6574\u5408\u4ee5\u53ca CMDB\/\u8cc7\u6599\u5eab\u9078\u9805\u3002\n\n\u7b2c\u4e09\u500b\u7d44\u4ef6\uff0c\u5ba2\u6236\u5165\u53e3\u7db2\u9801\uff0c\u5247\u985e\u4f3c\u4e00\u500b\u53ef\u5ba2\u88fd\u5316\u7684\u7db2\u9801\uff0c\u53ef\u4f9b\u8207\u5ba2\u6236\u5171\u4eab\u8cc7\u8a0a\uff0c\u4e26\u8b93\u5ba2\u6236\u7aef\u80fd\u5920\u8ffd\u8e64\u81ea\u5df1\u7684\u8acb\u6c42\u9032\u5ea6\u3002<\/p><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t\n\t\t

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                \u95dc\u65bcVersion 2<\/h3>

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