IT系统运维管理研究

基于ITIL服务支持管理流程的各个方面,对IT运维服务管理进行了探析,并在原有流程的基础上提出了从项目开发到最终运行全阶段的运维管理框架.该框架包括开发维护和运行维护两部分,开发阶段通过文档管理、项目动态、进度监控和知识管理将项目开发时的任务和解决方案进行记录,并控制开发进度;维护阶段按照事件管理、问题管理、配置管理和知识管理这样的流程监控系统的运行状况,快速及时地解决系统运行时的故障.IT系统通过服务台将自身的运维信息反馈到运维部门,方便了运维部门进行统一管理.

Operation and Maintenance Management of IT Systems

Based on all aspects of the ITIL service support management processes, this paper has analyzed IT operation and maintenance service management, and proposed a operation and maintenance management framework from project development to eventually run on the basis of the original process. The framework includes the development maintenance and operation maintenance, the development phase record the project development tasks and solutions and control the progress of the development through the document management, project dynamic management, progress monitoring and knowledge management. In the maintenance stage, according to incident management, problem management, configuration management and knowledge management processes to monitor the operational status of the system, resolve the failure quickly and in a timely during the runtime of IT system. IT systems feedback information to the operation and maintenance department through the Help-Desk, and it is convenient for operation and maintenance department to manage IT systems uniformly.