文件编号：LZYS/ITSS-QM-QI-001版本号：V1.1受控状态：受控文件密级：运维服务质量管理规范编制：此处填写您的公司名称编写人：编写日期：审批人：审批日期：运维服务质量管理规范文档控制描述文档名:运维服务能力质量管理规范文档编号:LZYS/ITSS-QM-QI-001版本号:V1.0定版日期:2017年6月编制人:发布人:版本控制版本日期审核人备注V1.02017年6月***编写初稿。第2页共25页运维服务质量管理规范目录1文档介绍_________________________________________________________51.1文档简介_____________________________________________________________51.2内容提要_____________________________________________________________51.3引用文件_____________________________________________________________52概述_____________________________________________________________62.1制定依据_____________________________________________________________62.2制定目的_____________________________________________________________62.3适用范围_____________________________________________________________63公司质量管理流程示意图___________________________________________74人员与责任_______________________________________________________84.1管理者代表_________________________________________________________84.2部门级别人员与职责_________________________________________________84.2.1质量部___________________________________________________________84.2.2项目管理部_______________________________________________________94.2.3运行维护部______________________________________________________104.3项目级质量负责人__________________________________________________114.4人员职责流程示意图________________________________________________115质量规划________________________________________________________125.1组织级质量规划____________________________________________________125.2项目级质量规划____________________________________________________126质量保证________________________________________________________136.1流程文件__________________________________________________________136.2项目级质量保证____________________________________________________136.3公司级质量保证____________________________________________________136.4运维服务实施人质量保证____________________________________________147质量控制________________________________________________________147.1服务质量管控指标的收集和分析______________________________________147.2客户满意度调查：__________________________________________________148质量审计________________________________________________________158.1目的______________________________________________________________158.2运维服务质量内审__________________________________________________158.3管理评审__________________________________________________________158.4组织级质量审计检查点______________________________________________168.4.1组织级质量管理检查______________________________________________168.4.2运维服务能力检查________________________________________________168.4.3人员检查________________________________________________________188.4.4资源检查________________________________________________________19第3页共25页运维服务质量管理规范8.4.5技术检查________________________________________________________208.4.6过程检查________________________________________________________208.5项目级质量检查点__________________________________________________228.5.1项目启动检查____________________________________________________228.5.2项目计划检查_______________________...
