SharePointSiteCustomerService门户站点网络客户服务研究.doc

SharePoint Site Customer Service门户站点网络客户服务研究摘要Microsoft Office SharePoint是一个服务器功能集成套件，可以帮助提供全面的内容管理和企业搜索提高组织效率，加速共享业务流程，并促进信息跨边界共享更好的商业洞察力此外，该协作和内容管理服务器和IT专业人士提供的平台和工具，用于服务器管理，应用扩展性需求的开发和互操作性它使得企业能够开发出智能的门户站点，这个站点能够无缝连接到用户、团队和知识因此人们能够更好地利用业务流程中的相关信息，更有效地开展工作SharePoint 提供了一个企业的业务解决方案，它利用了单点登录和企业应用程序集成功能，以及灵活的部署选项和管理工具，将来自不同系统的信息集成到一个解决方案中这个门户站点使得端到端的合作更为容易，实现了个人、团队和信息的整合、组织和搜索用户可以通过门户内容和布局的定制和个性化以及目标受众，更快地找到相关信息公司可以根据受众的公司职位、团队身份、兴趣或其他可以设置的成员规则来设定信息、程序和更新无论多么强大的网站都需要有人来维护，为使用者提供技术支持和服务我服务于微软内部的Microsoft Office SharePoint站点，专门解决用户的Service Request。

关键词：SharePoint；门户站点；业务解决方案；整合；组织；搜索；Service Request AbstractMicrosoft Office SharePoint is an integrated suite of server capabilities that can help improve organizational effectiveness by providing comprehensive content management and enterprise search, accelerating shared business processes, and facilitating information-sharing across boundaries for better business insight. Additionally, collaboration and content management server provides IT professionals and developers with the platform and tools they need for server administration, application extensibility, and interoperability. It enables enterprises to develop intelligent portal site, this site can be seamlessly connected to the user, team and knowledge. So people can make better use of business processes in the relevant information more effectively work. SharePoint provides an enterprise business solution, which uses a single sign-on and enterprise application integration capabilities, as well as flexible deployment options and management tools of information from various systems into one solution. The portal site makes it easier for end to end co-operation to achieve personal, team and the integration of information, organization and search. Users can customize the portal content and layout and personalization, as well as target audience, more quickly finds relevant information. According to the audience the company's position, team identity, interest or other members can set up rules to set the information, programs and updates.No matter how powerful the sites need someone to maintain for the user to provide technical support and services. I am working with Microsoft within the Microsoft Office SharePoint sites, to specifically address the user's Service Request.Table of ContentsPages1. Project Introduction 2. Project Problem Identification and Analysis 2.1 Project problem 2.2 Problem analysis 2.3 SWOT Profile 3. Project Objective and Hypothesis 3.1 Project objective 3.2 Project hypothesis4. Project Rationale 4.1 4.1.1 4.1.2 4.1.3 4.2 4.3 5. Project Design 5.1 5.2 5.3 6. Project Implementation 6.1 6.2 6.3 7. Results and Discussion 7.1 7.2 7.1.1 7.1.2 7.1.3 7.3 8. ConclusionBibliographyAppendix I. Appendix II. Appendix III. SharePoint Site Customer Service1. Introduction ChinaSoft International (HK354) was established in 2000 and listed on the HK Stock Exchange on 20 June, 2003. ChinaSoft International group is based in Beijing and employs some 5,000 people at 26 subsidiaries worldwide, enhancing our global delivery model which covers technologically advanced countries such as the United States and Japan. ChinaSoft International concentrates on the Chinese market, but is also one of the leading global IT service providers. ChinaSoft aims to provide a ‘one-stop service’ for our global customers rooted in China’s human resource, and to become “stage for future Innovation in China”. The company provides Consulting-Powered Solutions, Professional ITO and BPO, HR Supply Chain Oriented Training Services; including Consulting, Software Development, Application Integration, Software Testing, Software Localization, Construction and Maintenance of Commerce Application Platforms, IT Outsourcing and Operational Process Outsourcing.Microsoft Corporation is the best important customer for ChinaSoft International. I’m working for Microsoft Corporation and engaging in to support SharePoint site and Office series. But I belong to Chinasoft Company. Our team belongs to IS Service Delivery Team. Every business day, we need to take some Service Requests from Microsoft employees about SharePoint issues and Office issues. Because this service opens to global country on the world, we provide with 24-hours service for customers. So, I decided to use the business as the subject for the practical business project design. The IS Service Delivery Team has a larger number of customers from global employees of Microsoft corporation and issues of various types. In work flow, customers go to http://fasthelp to submit a Service Request. Then Helpdesk looks into this service request and takes some basic troubleshooting for user’s problems. If Helpdesk cannot resolve the service request, they will escalate i。