IT运维服务部运营方案目录1、部门宗旨..............................................................................................................................................32、业务范围..............................................................................................................................................33、运维服务管理体系..............................................................................................................................33.1运维服务管理对象.........................................................................................................................33.2运维系统功能框架.........................................................................................................................43.3运维管理组织结构.........................................................................................................................43.3.1运维部负责人.........................................................................................................................53.3.2总工.........................................................................................................................................53.3.3服务台.....................................................................................................................................63.3.4网络组.....................................................................................................................................63.3.5服务器组.................................................................................................................................63.3.6桌面组.....................................................................................................................................73.3.7IDC机房组.............................................................................................................................73.3.8各组组长.................................................................................................................................73.4运维服务流程.................................................................................................................................83.4.1项目运维服务工作流程图.....................................................................................................83.4.2服务台.....................................................................................................................................93.4.3事件管理.................................................................................................................................93.4.4工单管理.................................................................................................................................93.4.5问题管理.................................................................................................................................93.4.6变更管理...............................................................................................................................103.4.7配置管理...............................................................................................................................103.4.8工程师考核...........................................................................................................................103.4.9知识...
