How Do I Become a Field Service Engineer?

This book is a study and training book organized by the National Information Technology Services Standards (ITSS) working group. This book draws on the international advanced IT service theory system, based on domestic ITSS system standards, and combines the best practices of IT service industry at home and abroad, as well as the capacity specifications and requirements of IT service practitioners, mainly from service technology, service skills and services. The three disciplines to introduce the relevant subject knowledge of information technology services have a strong guiding significance for IT service work.

ITSS series training IT service engineer

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This book is a study and training book organized by the National Information Technology Services Standards (ITSS) working group. This book draws on the international advanced IT service theory system, based on domestic ITSS system standards, and combines the best practices of IT service industry at home and abroad, as well as the capacity specifications and requirements of IT service practitioners, mainly from service technology, service skills and services. The three disciplines to introduce the relevant subject knowledge of information technology services have a strong guiding significance for IT service work.

Book title

ITSS series training IT service engineer

Types of

economic management

Publication date

May 1, 2012

ISBN

9787121165320

Author

National Information Technology Service Standards Working Group

Publishing house

Electronic Industry Press

Pages

296 pages

Chapter 1 Service Technology Chapter 1 Introduction to IT Service Engineers 3
1.1 Overview 3
1.1.1 IT Service Overview 3
1.1.2 Definition of IT Service Engineer 5
1.1.3 Significance of IT Service Engineer Training 6
1.2 Skills and Quality Requirements of IT Service Engineers 7
1.2.1 Hard skills requirements for IT service engineers 7
1.2.2 Soft Skill Requirements for IT Service Engineers 9
Chapter 2 IT Service Technology 10
2.1 Common IT Services 10
2.1.1 Information Technology Consulting Services 10
2.1.2 Design and Development Services 11
2.1.3 Information System Integration Services 11
2.1.4 Data Processing and Operation Services 12
2.2 Common IT Service Management Processes 12
2.2.1 Overview 12
2.2.2 Event Management 13
2.2.3 Problem Management 19
2.2.4 Change Management 26
2.2.5 Release Management 31
2.2.6 Configuration Management
2.3 Common IT Service Management Tools
2.3.1 Monitoring Tools 47
2.3.2 Management Tools 55
2.3.3 Other tools
Chapter 3 Information Security Technologies 68
3.1 Information Security Overview 68
3.2 Cryptography and Applications
3.2.1 Cryptographic Technology Basis
3.2.2 Cryptographic Algorithms
3.2.3 Key Management
3.2.4 Digital Signatures
3.2.5 PKI 71
3.2.6 Application of Cryptographic Technology
3.2.7 Cryptographic Attacks and Defenses
3.3 Common Network Security Technologies
3.3.1 Network Security Basics
3.3.2 Firewall System
3.3.3 IDS / IPS 77
3.3.4 Virtual Private Networks
3.4 Malicious Code Protection Technology
3.4.1 Basics of Malicious Code
3.4.2 Classification of Malicious Codes
3.4.3 Malicious Code Protection
3.5 System and Application Security
3.5.1 Operating System Security
3.5.2 Application Security
3.5.3 Physical Environment Security
3.6 Data Backup and Recovery
3.6.1 What is backup and recovery
3.6.2 Principles of Data Backup and Recovery
3.6.3 Backup method and selection
3.6.4 Implementation of Data Backup
3.6.5 Implementation of Data Recovery
3.7 Risk assessment
3.7.1 How to conduct a risk assessment
3.7.2 Risk assessment should run through the entire life cycle of the information system
3.7.3 Risk Management
Chapter 4 Project Management 104
4.1 Principles of Project Management
4.1.1 Features of the Project
4.1.2 IT Service Project Life Cycle 105
4.1.3 IT Service Project Management and Its Characteristics
4.1.4 Roles and Responsibilities in IT Service Project Management 108
4.2 Project Management Processes
4.2.1 Startup Process Group
4.2.2 Planning Process Group
4.2.3 Implementation and Monitoring Process Group 113
4.2.4 Closing Process Group 115
4.3 Project Management Techniques
4.3.1 Network Diagram
4.3.2 Critical Path Method
4.3.3 Gantt Chart
4.4 Project Management Software
4.4.1 Introduction to Project Management Software
4.4.2 Role and Meaning 122
Chapter 5 Document Management 123
5.1 Documentation
5.1.1 Importance of documentation for service projects
5.1.2 IT Service Engineer Job Related Service Document Introduction 124
5.2 Document Templates
5.2.1 Templates for engineers to fill in 127
5.2.2 Documents Engineers Need to Read 129
5.3 Document Management Tools
Chapter 6 Quality Management 138
6.1 Principles of Quality
6.1.1 Definition of Quality
6.1.2 Concepts of Quality Management
6.1.3 Scope of IT Service Quality
6.1.4 Quality Management of IT Service Projects
6.2 Quality Awareness
6.2.1 Quality awareness that engineers should have 143
6.2.2 Some Misunderstandings in Quality Management
6.3 Quality Measurements
6.3.1 Evaluation of IT Service Quality 145
6.3.2 Relationship between IT Service Providers, Demanders, and Third Parties and Service Quality
6.3.3 IT Service Quality Models
Service Skills Chapter 7 Interpersonal Communication 151
7.1 Principles of Interpersonal Communication
7.1.1 Definition of Communication
7.1.2 Key Points of Communication in IT Service Projects
7.1.3 Basic Principles of Communication in IT Service Projects
7.2 Interpersonal Communication Objects and Contents 152
7.2.1 Basic Framework of Communication
7.2.2 Communication with users
7.2.3 Communication with partners 154
7.2.4 Communication with Project Manager (Superior) 154
7.2.5 Communication with project team colleagues (level) 155
7.2.6 Self Communication (Self)
7.3 Interpersonal Communication Methods and Methods 156
7.3.1 Report Preparation
7.3.2 Email Compilation
7.3.3 Convening a Meeting
7.3.4 Phone
7.4 Factors Affecting Communication 160
Chapter 8 Customer Service 162
8.1 Principles of Customer Service
8.1.1 Overview
8.1.2 Characteristics of Quality Services
8.1.3 Processes for Providing Quality Services
8.2 Methods and Methods of Customer Service
8.2.1 Online Support Services
8.2.2 On-site support services
8.2.3 Personalized Services
8.3 Customer satisfaction 168
8.3.1 Purpose of Customer Satisfaction 168
8.3.2 Key Indicators of Customer Satisfaction
8.3.3 Satisfaction Survey Form
8.4 Complaints and Complaints
8.4.1 Customer Complaints
8.4.2 Customer Complaints
Chapter 9 Teamwork 174
9.1 Team awareness
9.1.1 What is a team?
9.1.2 Differences between groups and teams
9.1.3 Team Awareness
9.1.4 The Importance of Teamwork
9.2 Teamwork Methods and Techniques
Chapter 10 Technical Problem Analysis, Judgment, and Resolution 182
10.1 Overview
10.2 Problem Findings
10.2.1 Problem Discovery Process
10.2.2 Methods of Problem Discovery
10.3 Problem Analysis
10.3.1 Problem Analysis Process
10.3.2 Identifying Factors That May Affect the Problem
10.3.3 Assessing Possible Causes
10.3.4 Identifying the Real Cause
10.3.5 Common Methods of Problem Analysis
10.4 Problem Solving
10.5 Problem Review
Next chapter Service Specification Chapter 11 Introduction to ITSS 195
11.1 Introduction to ITSS
11.1.1 What is ITSS 195
11.1.2 Who Needs ITSS 197
11.1.3 Why ITSS Is Needed
11.1.4 How to implement ITSS 199
11.2 Basics of ITSS
11.2.1 ITSS Features 200
11.2.2 The ITSS System
11.2.3 Introduction to ITSS Core Standards
11.2.4 ITSS and IT Service Industrialization
Chapter 12 Introduction to ITSS Operation and Maintenance Standards 219
12.1 Overview of ITSS Operation and Maintenance Standards
12.1.1 Overview of Operation and Maintenance Standard Contents
12.1.2 Who Needs Operation and Maintenance Standards
12.1.3 Why Operation and Maintenance Standards Are Needed
12.2 Application Value of ITSS Operation and Maintenance Standards 221
12.3 Main Contents of ITSS Operation and Maintenance Standards
12.3.1 "Information Technology Service Operation and Maintenance Part 1: General Requirements" 221
12.3.2 "Information Technology Service Operation and Maintenance Part 2: Delivery Specifications" 223
12.3.3 "Information Technology Service Operation and Maintenance Part 3: Emergency Response Specifications" 225
12.3.4 Information Technology Service Operation and Maintenance Part 4: Data Center Specifications 226
12.3.5 "Information Technology Service Operation and Maintenance Part 5: Desktop and Peripheral Equipment Specification" 228
Chapter 13 Introduction to ITSS Service Control Standards 231
13.1 Overview of ITSS Service Management Standards
13.1.1 What Is a Service Control Standard?
13.1.2 Who Needs Service Control Standards?
13.1.3 Why Do We Need Service Management Standards?
13.2 Application Value of ITSS Service Control Standards
13.2.1 Value to IT Service Buyers
13.2.2 Value to IT Service Providers
13.2.3 Value to Other Parties
13.3 Basic Content of ITSS Service Management Standards
13.3.1 Information Technology Services Service Management Part 1: General Requirements 233
13.3.2 Information Technology Services Service Management Part 2: Implementation Guidelines 234
13.3.3 Information Technology Services Service Management Part 3: Technical Requirements 236
Chapter 14 Introduction to ITSS Service Outsourcing Standards 238
14.1 Overview of ITSS Service Outsourcing Standards
14.1.1 What Is a Service Outsourcing Standard?
14.1.2 Who Needs Service Outsourcing Standards
14.1.3 Why Do We Need Service Outsourcing Standards?
14.2 Application Value of ITSS Service Outsourcing Standards
14.3 Main Contents of ITSS Service Outsourcing Standards
14.3.1 Information Technology Service Outsourcing Part 1: General Requirements for Service Delivery Assurance 240
14.3.2 Information Technology Service Outsourcing Part 2: Data (Information) Protection Specifications
Appendix A Related IT Service Standards and Best Practices
Appendix B Competence Specifications for IT Service Engineer Practitioners 268
Appendix C Glossary 270
References 275