第1页共65页编号：时间：2021年x月x日书山有路勤为径，学海无涯苦作舟页码：第1页共65页运维服务能力管理手册审核：XXX批准：XXXX版本.修改号：A.0受控状态：受控编号：XXXXX第2页共65页第1页共65页编号：时间：2021年x月x日书山有路勤为径，学海无涯苦作舟页码：第2页共65页XX年X月X日发布XX年X月X日实施XXXXXXXXX有限公司第3页共65页第2页共65页编号：时间：2021年x月x日书山有路勤为径，学海无涯苦作舟页码：第3页共65页目录0.1运维服务能力管理手册发布令............................60.2任命书................................................70.3公司简介..............................................81.目的................................................122.适用范围............................................123.引用标准和术语定义..................................124.组织架构及相关机构职责..............................134.1运维部职责.......................................144.2客户服务部职责...................................144.3质量保证部职责...................................154.4人力资源部职责...................................164.5销售部职责：.....................................164.6物资采购部职责...................................174.7质量检验部职责...................................174.8技术管理部职责...................................174.9研发部职责.......................................185.质量体系............................................185.1第一层文件：运维服务能力管理手册.................195.2第二层文件：程序文件.............................20第4页共65页第3页共65页编号：时间：2021年x月x日书山有路勤为径，学海无涯苦作舟页码：第4页共65页5.3第三层文件：指导书...............................205.4第四层文件：记录.................................206.运维服务战略与组织..................................206.1运维服务方针与目标...............................206.2运维服务战略.....................................216.3运维服务组织与职责...............................227.运行维护服务能力管理................................247.1策划.............................................247.2实施.............................................277.3检查.............................................287.4改进.............................................308.交付................................................318.1交付策划.........................................318.2交付实施.........................................328.3交付检查.........................................338.4交付改进.........................................339.应急................................................349.1应急准备.........................................349.2监测与预警.......................................389.3应急处置.........................................4210.人员...............................................45第5页共65页第4页共65页编号：时间：2021年x月x日书山有路勤为径，学海无涯苦作舟页码：第5页共65页10.1人员管理.........................................4510.2岗位结构.........................................4610.3知识.............................................4710.4技能.............................................4710.5经验.............................................4711.资源...............................................4811.1运行维护工具.....................................4811.2服务台...........................................4811.3备件库...........................................4911.4知识库...........................................4912....
