維護(hù)過程可視化
Maintenance Procedure Visualization
將運(yùn)維服務(wù)過程中的知識，以及IT運(yùn)維管控過程，通過對IT運(yùn)維管理的各個(gè)階段和各IT運(yùn)維管理層面過程的輸入、輸出項(xiàng)的信息、記錄的監(jiān)控、評測，或通過信息化系統(tǒng)平臺的電子報(bào)表、工作流的實(shí)時(shí)監(jiān)測，對IT運(yùn)維管理全程監(jiān)控，從而及時(shí)發(fā)現(xiàn)問題，糾偏，從而達(dá)到IT運(yùn)維管理質(zhì)量與績效等效果的可預(yù)見性、可優(yōu)化性。
By using the knowledge with operation and maintenance service and control process of IT operation and maintenance, monitors IT operation and maintenance management through input and output of information, monitoring records, and evaluation of all stages of IT operation and maintenance management, or through electronic reporting of information system platform, real-time monitor the work procedure, so as to find out problems in time, rectify the deviation, and attain predictability and optimization of equivalent effect of management quality and performance of IT operation and maintenance.
對業(yè)務(wù)的深刻理解
Deep Understanding on Business
本次項(xiàng)目中，我方基于對XY公司系統(tǒng)的深入理解來設(shè)計(jì)服務(wù)方案，不但對各種業(yè)務(wù)流程進(jìn)行了詳盡準(zhǔn)確的分析，而且對網(wǎng)絡(luò)IT運(yùn)維管理現(xiàn)狀與需求、IT運(yùn)維管理現(xiàn)狀也進(jìn)行深入的調(diào)研。目的是在項(xiàng)目進(jìn)行過程中，能夠節(jié)約大量溝通時(shí)間與成本，有效保障項(xiàng)目的順利完成。
In the project, based on deep understanding on system of GAC-SOFINCO company, we design service plan, not only have we precisely analyzed various business procedure in detail, but also we have done a deep research on management status and demand of IT operation and maintenance, as well as IT operation and maintenance status. All we have done is to save numerous communication time and costs, and effectively ensure the project can be finished smoothly during the course of the project.
1) 科學(xué)完備的實(shí)施計(jì)劃
1) Scientific and Comprehensive Implementation Plan
本項(xiàng)目方案設(shè)計(jì)中，億迅公司提出詳細(xì)的實(shí)施計(jì)劃，工作任務(wù)做到準(zhǔn)確化。同時(shí)該實(shí)施方案靈活可控，出現(xiàn)突發(fā)事件時(shí)可通過人員調(diào)節(jié)保障項(xiàng)目進(jìn)度及質(zhì)量。
In project design, Eshore company has put forward specific implementation plan, and specified the task. At the same time, the project is flexible and controllable, in case some accidental incident occurs, ensure the process and quality of the project through staff regulation.
第1章 服務(wù)需求
1.1 采購范圍
Procurements Items
一、 IT運(yùn)維管理框架
1. ITSM framework
 故障管理流程與制度的設(shè)計(jì)、優(yōu)化、實(shí)施
Design, optimize, implement incident management process and policy
 問題管理流程與制度的設(shè)計(jì)、優(yōu)化、實(shí)施
Design, optimize, implement problem management process and policy
 配置管理流程與制度的設(shè)計(jì)、優(yōu)化、實(shí)施
Design, optimize, implement configuration management process and policy
 服務(wù)水平管理流程與制度的設(shè)計(jì)、優(yōu)化、實(shí)施
Design, optimize, implement service level management process and policy
 能力管理流程與制度的設(shè)計(jì)、優(yōu)化、實(shí)施
Design, optimize, implement capacity management process and policy

二、 IT運(yùn)維監(jiān)控
2. Monitoring
 實(shí)現(xiàn)對XY公司所有IT服務(wù)的自動(dòng)化監(jiān)控
Automaticallymonitor the availability and performance of all IT services
 通過監(jiān)控工具，設(shè)置XY公司IT服務(wù)可用性或性能的多種形式的預(yù)警和報(bào)障；滿足監(jiān)管機(jī)構(gòu)對信息系統(tǒng)監(jiān)控的要求；并作為此類預(yù)警的接收人與響應(yīng)人
Set up various forms of alarm of availability and performance of all IT services in monitoring tools; Meet the regulator’s requirement of IT system mornitoring; Response to this alarms

三、 故障處理
3. Incident management
 故障發(fā)現(xiàn)（主動(dòng)發(fā)現(xiàn)更優(yōu)）
Incident detection, automatic detection preferred
 故障處理
Incident response
 一線人員不能處理的故障應(yīng)及時(shí)上升給外包商內(nèi)部專家、原廠商、XY公司IT科業(yè)務(wù)分析室或解決方案室
Incident level upgrade to appropriate parties, e.g., outsourcer’s experts, manufactures, GSAFC ITBA/ITSC

四、 問題處理
4. Problem management
 匯報(bào)及提出問題
Report/Open problem
 解決問題
Problem solving
 不能解決的問題應(yīng)及時(shí)上升給外包商內(nèi)部專家、原廠商、XY公司IT科業(yè)務(wù)分析室或解決方案室
Unsolved problem transfer to appropriate parties e.g., outsourcer’s experts, manufactures, GSAFC ITBA/ITSC

五、 變更管理
5. Change management

 變更的驗(yàn)收，包括新系統(tǒng)移交維護(hù)前的驗(yàn)收，系統(tǒng)測試文檔及系統(tǒng)維護(hù)文檔檢查等
QC of changes. New application acceptance before transfer to maintenance team, ,testing and maintenance do
Change implementation
 回顧變更結(jié)果
Change review

六、 配置管理
6. Configuration management
 建立與維護(hù)CMDB
Set up and update CMDB
 IT固定資產(chǎn)管理
IT capital assest management

七、 日常操作
7. Routing operation
 按XY公司要求進(jìn)行操作，如網(wǎng)絡(luò)配置、服務(wù)器操作、數(shù)據(jù)庫配置、數(shù)據(jù)備份cument checking, etc.
 協(xié)助制定變更方案及回退計(jì)劃，維護(hù)變更操作手冊
Assist in making change plan and rollback plan; Maintain change guideline
 執(zhí)行變更操作
 、軟件打補(bǔ)丁、系統(tǒng)日結(jié)月結(jié)、應(yīng)用系統(tǒng)安裝、測試環(huán)境準(zhǔn)備、機(jī)房布線整理等
Operation assigned by GSAFC on demand, e.g., server reboot, database configure, data backup, software patch, day-end and month-end batch run, IDC cabling.
 按需加班或值班
OT/Night shift on demand

八、 日常巡檢
8. Routing inspection
 實(shí)時(shí)性能監(jiān)控
Real time performance monitoring
 每周巡檢并提供報(bào)告
Weekly inspection of hardware and software, and provide inspection report
 每月巡檢并提供報(bào)告
Monthly inspection of hardware and software, and provide inspection report
 按需進(jìn)行巡檢，例如重大系統(tǒng)上線后等情形
On demand inspection, after major system release, etc.