运维管理建议.docx
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运维管理建议
运维管理建议
篇一:
ITIL运维管理技术建议方案,非常不错的资料
XX客户ITIL运维系统
实施建议方案
1XX客户ITIL运维系统背景................................................................................................3
1.1XX客户信息化背景与现状....................................................................................................................................3
1.2服务运维未来目标..................................................................................................................................................4
1.3实施范围..................................................................................................................................................................4
2XX客户ITIL运维系统需求分析.........................................................................................5
2.1业务现状..................................................................................................................................................................5
2.2设计目标..................................................................................................................................................................5
2.3需求分析..................................................................................................................................................................6
3XX客户ITIL运维系统实施建议方案概述...........................................................................7
3.1ITIL与MIBP...........................................................................................................................................................7
3.2面向不同角色的建设目标......................................................................................................................................9
3.3关联同类故障处理方式,规范事故处理阶段....................................................................................................10
3.4故障点关联裙带的展现........................................................................................................................................10
3.5度量运维效率,降低服务风险............................................................................................................................10
3.6拓展IT服务途径..................................................................................................................................................11
3.7建立分类统计报告机制........................................................................................................................................11
4XX客户ITIL运维系统实施建议方案详述.........................................................................12
4.1借以ITIL的运维阶段概述..................................................................................................................................12
4.2强化运维管理流程关键点详述............................................................................................................................13
4.2.1服务台&事故管理........................................................................................................................................13
4.2.2问题管理.......................................................................................................................................................16
4.2.3变更管理.......................................................................................................................................................18
4.2.4发布管理.......................................................................................................................................................20
4.3提高运维效率关键点详述....................................................................................................................................22
4.3.1关联同类故障处理方式,规范事故处理阶段...........................................................................................22
4.3.2故障点关联裙带的展现...............................................................................................................................22
4.3.3度量运维效率,降低服务风险...................................................................................................................23
4.3.4拓展IT服务途径.........................................................................................................................................24
4.3.5建立分类统计报告机制...............................................................................................................................24
4.4度量运维成效关键点详述....................................................................................................................................25
4.4.1丰富的报表及KPI统计...............................................................................................................................25
4.4.2便捷的报表定制...........................................................................................................................................27
4.5增强运维灵活度关键点详述..........................................................................................