《信息技术管理中心运维制度及流程》2————————————————————————————————作者：————————————————————————————————日期：信息技术管理中心运维制度及流程-1-目录1、总则..................................................................................................-3-2、编制方法...........................................................................................-3-3、运维部工作职责.................................................................................-3-4、运维服务管理体系.............................................................................-5-4.1运维服务管理对象...........................................................................................-5-4.2运维系统功能框架..........................................................................................-6-4.3运维管理组织结构...........................................................................................-6-4.4.1项目负责人...............................................................................................-7-4.4.2项目经理...................................................................................................-8-4.4.3技术主管...................................................................................................-8-4.4.4服务台.......................................................................................................-9-4.4.5网络管理员...............................................................................................-9-4.4.6应用、数据库管理员............................................................................-10-5、运维服务流程..................................................................................-10-5.1项目运维服务工作流程图...........................................................................-11-5.2服务台.............................................................................................................-12-5.3事件管理.........................................................................................................-12-5.4工单管理.........................................................................................................-12-5.5问题管理.........................................................................................................-13-5.6变更管理.........................................................................................................-13--2-5.7配置管理.........................................................................................................-13-5.8知识库管理....................................................................................................-14-5.9统计及工作报告............................................................................................-14-6、运维服务内容..................................................................................-14-6.1服务目标.........................................................................................................-14-6.2台账管理.........................................................................................................-15-6.3网络、安全系统运维服务...........................................................................-15-6.4主机、存储系统运维服务................................................................
