ITSS运营管理系统规范--运维管理中心分册
本帖最后由monicazhang于2015-10-2211:50编辑20151022淡然
目录1.总述.....................................................................11.1参考依据.............................................................11.2流程框架.............................................................31.3服务流程.............................................................41.4持续改进.............................................................51.4.1流程负责人.......................................................51.4.2质检员...........................................................7ITSS考试2.总体功能描述.............................................................92.1功能定位.............................................................92.2功能框架............................................................102.3功能演进............................................................11
3.流程平台基础功能........................................................13流程设计..................................................................13表单管理..................................................................15规则管理..................................................................17流程监控..................................................................19
4.事件管理流程............................................................214.1流程目的............................................................214.2流程主要内容........................................................214.3与其他流程的关系....................................................224.4流程范围............................................................234.5流程执行原则........................................................234.5.1常规原则........................................................234.5.2所有权原则......................................................234.5.3再分派原则......................................................244.5.4重复事件原则....................................................254.5.5关闭原则........................................................254.5.6升级原则........................................................254.6流程相关定义........................................................264.6.1事件信息项......................................................264.6.2事件性质........................................................284.6.3事件来源........................................................284.6.4所属系统类型....................................................294.6.5事件分类........................................................304.6.6事件优先级......................................................324.6.7事件响应时限和解决时限..........................................344.6.8事件影响度......................................................354.6.9事件状态........................................................364.6.10事件结束代码..................................................374.6.11事件解决人角色................................................374.7一线支持最终解决事件................................................374.8二线支持最终解决事件................................................374.9三线支持最终解决事件................................................374.9.1处理是否超时....................................................384.9.2故障厂商........................................................384.10流程概要设计........................................................384.10.1紧急事件处理子流程............................................434.10.2客户投诉处理子流程............................................464.11关键角色、职责定义..................................................494.11.1事件经理......................................................494.11.2帮助台人员....................................................494.11.3一、二线支持人员..............................................504.11.4三线支持人员..................................................504.12关键流程衡量指标....................................................514.13集团、省公司两级交互................................................524.13.1紧急事件上报..................................................524.13.2集团协查事件下发..............................................534.14省公司上报报表......................................................554.15实施指导............................................................564.15.1流程图、流程角色定义与映射....................................564.15.2流程衡量指标和报表............................................564.15.3事件信息项....................................................564.15.4流程相关定义..................................................56
5.问题管理流程............................................................595.1流程目的............................................................595.2流程主要内容........................................................595.3与其他流程的关系....................................................605.4流程范围............................................................605.5流程执行原则........................................................615.5.1常规原则........................................................615.5.2所有权原则......................................................615.5.3创建原则........................................................615.5.4退回和转派原则..................................................625.5.5重复问题原则....................................................625.5.6问题关闭原则....................................................625.5.7问题单重开原则..................................................625.6流程相关定义........................................................625.6.1问题信息项......................................................625.6.2问题来源........................................................645.6.3问题优先级......................................................655.6.4问题状态........................................................665.6.5所属系统类型....................................................665.6.6问题分类........................................................665.6.7问题结束代码....................................................665.7流程概要设计........................................................675.8关键角色、职责定义..................................................705.8.1问题经理........................................................705.8.2问题处理专家....................................................715.8.3问题处理厂商....................................................715.9关键流程衡量指标....................................................715.10集团、省公司两级交互................................................725.11省公司上报报表......................................................725.12实施指导............................................................735.12.1流程图、流程角色定义与映射....................................735.12.2流程衡量指标和报表............................................735.12.3问题信息项....................................................735.12.4流程相关定义..................................................73
6.变更管理流程............................................................756.1流程目的............................................................756.2流程主要内容........................................................756.3与其他流程的关系....................................................766.4流程范围............................................................776.5流程执行原则........................................................776.5.1常规原则........................................................776.5.2所有权原则......................................................786.5.3流程关联原则....................................................786.5.4变更实施记录原则................................................796.5.5变更分类执行原则................................................796.5.6审批上报原则....................................................796.5.7变更通知原则....................................................796.5.8紧急变更处理原则................................................796.5.9变更测试原则....................................................806.5.10变更文档控制原则..............................................806.6流程相关定义........................................................816.6.1变更信息项......................................................816.6.2变更来源........................................................836.6.3变更类型........................................................836.6.4变更是否中断业务................................................846.6.5变更是否需要测试................................................846.6.6风险等级........................................................846.6.7所属系统类型....................................................866.6.8变更分类........................................................866.6.9是否启动集团审批或备案..........................................876.6.10变更状态......................................................876.6.11回顾代码......................................................876.6.12变更结束代码..................................................886.6.13变更实施单信息项..............................................886.7流程概要设计........................................................896.7.1紧急变更子流程..................................................966.7.2变更实施过程....................................................986.8关键角色、职责定义.................................................1006.8.1变更经理.......................................................1006.8.2变更请求者.....................................................1006.8.3变更主管.......................................................1006.8.4变更委员会CAB、紧急变更委员会ECAB.............................1016.8.5变更实施人员...................................................1016.9关键流程衡量指标...................................................1026.10集团、省公司两级交互...............................................1036.10.1集团公司审批的交互...........................................1036.10.2集团公司备案交互.............................................1046.10.3割接类变更说明...............................................1046.10.4外部变更说明.................................................1066.10.5两级交互流程.................................................1066.11省公司上报报表...................................................1086.12实施指导...........................................................1086.12.1流程图、流程角色定义与映射...................................1086.12.2流程衡量指标和报表...........................................1096.12.3变更信息项...................................................1096.12.4变更实施单信息项.............................................1096.12.5流程相关定义.................................................1096.13需求管理流程.......................................................1106.13.1流程目的.....................................................1106.13.2流程主要内容.................................................1116.13.3与其他流程的关系.............................................1116.13.4流程范围.....................................................1116.13.5流程执行原则.................................................1116.13.6流程概要设计.................................................1116.13.7关键角色、职责定义...........................................1146.13.8关键流程衡量指标.............................................1146.13.9实施指导.....................................................114ITSS认证7.发布管理流程...........................................................1157.1流程目的...........................................................1157.2流程主要内容.......................................................1157.3与其他流程的关系...................................................1177.4流程范围...........................................................1187.5流程执行原则.......................................................1187.5.1流程常规原则...................................................1187.5.2流程关联原则...................................................1187.5.3发布通知原则...................................................1197.5.4DSL管理控制原则................................................1197.5.5软件版本的策略原则.............................................1197.5.6发布集成测试与用户测试原则.....................................1197.5.7发布拒绝原则...................................................1207.5.8发布频率原则...................................................1207.6流程相关定义.......................................................1207.6.1发布信息项.....................................................1207.6.2发布来源.......................................................1227.6.3发布类型.......................................................1227.6.4发布是否中断业务...............................................1237.6.5是否需要系统测试...............................................1237.6.6是否需要用户测试...............................................1237.6.7系统测试结果...................................................1237.6.8用户测试结果...................................................1247.6.9发布状态.......................................................1247.6.10发布结束代码.................................................1257.6.11发布工作单信息项.............................................1257.6.12发布工作单状态...............................................1267.6.13发布工作单关闭代码...........................................1267.7流程概要设计.......................................................1267.7.1重大发布管理流程...............................................1277.7.2日常发布管理流程...............................................1327.8关键角色、职责定义.................................................1347.8.1发布经理.......................................................1347.8.2发布主管.......................................................1357.8.3发布实施人.....................................................1357.8.4培训主管.......................................................1357.9关键流程衡量指标...................................................1367.10集团、省公司两级交互...............................................1367.11省公司上报报表.....................................................1377.12实施指导...........................................................1377.12.1流程图、流程角色定义与映射...................................1377.12.2流程衡量指标和报表...........................................1377.12.3发布信息项...................................................1377.12.4发布工作单信息项.............................................1377.12.5流程相关定义.................................................138
8.配置管理流程...........................................................1398.1流程目的...........................................................1398.2流程主要内容.......................................................1398.3与其他流程的关系...................................................1408.4流程范围...........................................................1408.5流程执行原则.......................................................1418.5.1常规原则.......................................................1418.5.2所有权原则.....................................................1418.5.3流程关联原则...................................................1428.5.4控制原则.......................................................1428.5.5审核原则.......................................................1438.6流程相关定义.......................................................1438.7流程概要设计.......................................................1438.8关键角色、职责定义.................................................1458.8.1配置经理.......................................................1458.8.2配置管理员.....................................................1468.9关键流程衡量指标...................................................1468.10集团、省公司两级交互...............................................1478.11省公司上报报表.....................................................1478.12实施指导...........................................................1478.12.1流程图、流程角色定义与映射...................................1478.12.2流程衡量指标和报表...........................................148
9.业务连续性计划管理流程.................................................1499.1流程目的...........................................................1499.2主要内容...........................................................1499.3与其他流程的关系...................................................1519.4流程范围...........................................................1519.5执行原则...........................................................1519.5.1常规原则.......................................................1519.5.2所有权原则.....................................................1529.5.3流程关联原则...................................................1529.5.4关闭原则.......................................................1539.5.5升级原则.......................................................1539.5.6记录原则.......................................................1539.5.7回顾总结原则...................................................1539.5.8审核原则.......................................................1539.6相关定义...........................................................1549.6.1业务连续性计划信息项...........................................1549.6.2业务连续性任务单...............................................1559.7流程设计...........................................................1569.7.1业务连续性计划制定流程.........................................1569.7.2业务连续性任务执行流程.........................................1569.8关键角色、职责定义.................................................1579.8.1评估团队：.....................................................1579.8.2计划制定人.....................................................1589.8.3计划审核人.....................................................1589.8.4计划执行人.....................................................1589.9关键流程衡量指标...................................................1589.10实施指导.........................................................1599.10.1流程图、流程角色定义与映射...................................1599.10.2流程衡量指标和报表...........................................1599.10.3流程信息项...................................................159
10.知识管理.............................................................16010.1目的...............................................................16010.2主要内容...........................................................16010.3与其它流程的关系...................................................16010.4执行原则...........................................................16110.4.1知识创建原则...................................................16110.4.2知识维护.......................................................16110.5相关定义...........................................................16110.5.1知识信息项.....................................................16110.5.2知识分类.......................................................16210.6流程定义...........................................................16210.7关键角色、职责定义.................................................16310.7.1用户...........................................................16310.7.2知识管理员.....................................................16410.8关键流程衡量指标...................................................16410.9实施指导.........................................................16510.9.1流程图、流程角色定义与映射...................................16510.9.2流程衡量指标和报表...........................................16510.9.3流程信息项...................................................165
11.日常运维管理.........................................................16611.1作业计划管理.......................................................16611.1.1目的.........................................................16611.1.2主要内容.....................................................16611.1.3执行原则.....................................................16611.1.4相关定义.....................................................16711.1.5流程设计.....................................................16811.1.6关键角色、职责定义...........................................17011.1.7关键流程衡量指标.............................................17111.1.8实施指导.....................................................17111.2任务管理...........................................................17311.2.1目的.........................................................17311.2.2主要内容.....................................................17311.2.3执行原则.....................................................17311.2.4相关定义.....................................................17411.2.5流程设计.....................................................17511.2.6关键角色、职责定义...........................................17611.2.7关键流程衡量指标.............................................17711.2.8实施指导.....................................................17711.3值班管理...........................................................17811.3.1目的.........................................................17811.3.2主要内容.....................................................17811.3.3与其他流程的关系.............................................17911.3.4执行原则.....................................................18011.3.5相关定义.....................................................18011.3.6值班管理概要流程.............................................18211.3.7关键角色、职责定义...........................................18211.3.8关键流程衡量指标...............................................18311.4公告管理...........................................................18311.4.1目的.........................................................18311.4.2主要内容.....................................................18411.4.3执行原则.....................................................18411.4.4相关定义.....................................................18411.4.5流程设计.....................................................18511.4.6关键角色、职责定义...........................................18611.4.7集团、省公司两级交互.........................................18611.4.8关键流程衡量指标.............................................18711.5集团-省两级协作管理................................................18811.5.1目的.........................................................18811.5.2主要内容.....................................................18811.5.3执行原则.....................................................18811.5.4相关定义.....................................................18911.5.5流程定义.....................................................19011.5.6关键流程衡量指标.............................................19211.6省-地市两级协作管理................................................19211.6.1目的.........................................................19211.6.2主要内容.....................................................19211.6.3执行原则.....................................................19311.6.4相关定义.....................................................19311.6.5流程定义.....................................................19511.6.6关键流程衡量指标.............................................19711.6.7本期规范的主要变化...........................................197
12.安全管理.............................................................19812.1账号权限管理.......................................................19812.2机房出入管理（可选）...............................................19812.2.1目的.........................................................19812.2.2主要内容.....................................................19812.2.3执行原则.....................................................19912.2.4相关定义.....................................................19912.2.5流程定义.....................................................20012.2.6关键角色、职责定义...........................................202
13.接口要求.............................................................20413.1概述...............................................................20413.2接口原则...........................................................20513.3接口协议...........................................................206
14.技术要求.............................................................207
15.服务流程要求.........................................................20815.1规范角色和实际岗位的映射...........................................20815.2规范流程和实际工作的对应...........................................20915.3运维流程和各管理中心关联表.........................................211
16.附录:省公司上报报表.................................................21316.1事件管理上报报表...................................................21316.1.1按业务系统和优先级分类统计报表...............................21316.1.2按细分的业务系统和优先级对故障统计的报表.....................21516.1.3按业务系统和影响度分类统计报表...............................21616.1.4按细分的业务系统和影响度对故障统计的报表.....................21816.1.5按业务系统和事件性质对事件处理效率统计报表...................21916.1.6按事件分类和优先级对故障统计报表.............................22316.1.7按细分的业务系统统计故障造成的业务中断时长报表...............22416.1.8故障厂商统计.................................................22616.2配置管理上报报表...................................................23016.2.1配置项审核及变化状态报表.....................................23016.2.2配置项汇总报表...............................................23116.2.3按应用系统对小型机/PC服务器进行统计的报表....................23216.2.4按厂商对小型机/PC服务器进行统计的报表........................23316.2.5按应用系统对磁盘阵列进行统计的报表...........................23416.2.6按厂商对磁盘阵列进行统计的报表...............................23516.3问题管理上报报表...................................................23616.3.1按业务系统对新增问题进行统计的报表...........................23616.3.2按问题分类对新增问题进行统计的报表...........................23816.3.3按业务系统对关闭问题进行统计的报表...........................24116.3.4按问题分类对关闭问题进行统计的报表...........................24316.4变更管理上报报表...................................................24616.4.1按细分的业务系统对新增变更进行统计的报表.....................24616.4.2按变更分类对新增变更进行统计的报表...........................24816.4.3按细分的业务系统对关闭变更进行统计的报表.....................25016.4.4按变更分类对关闭变更进行统计的报表...........................25116.4.5各业务系统业务中断时间统计...................................25316.5发布管理上报报表.................................................25416.5.1按发布所属系统类型统计新增发布数量...........................25416.5.2按发布分类统计新增发布数量...................................25516.5.3按发布所属系统类型统计关闭发布数量...........................25716.5.4按发布分类统计关闭发布数量...................................25816.5.5各业务系统业务中断时间统计...................................26016.6业务连续性计划上报报表...........................................26016.6.1按演练系统统计报表...........................................26016.6.2按演练类型统计报表...........................................26116.7知识管理上报报表.................................................26116.7.1按知识分类统计知识量.........................................26116.8日常运维管理报表.................................................26216.8.1按作业计划分类统计周期性维护作业工作量.......................26216.8.2按任务分类统计任务工作量.....................................26216.8.3按日常运维管理分类统计工作量.................................26316.8.4按知识分类统计知识量.........................................264ITSS培训17.编制历史.............................................................26517.1版本信息...........................................................26517.2更新时间...........................................................265
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