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ITSM - 从IT运 维走向运

作者:极速分分彩时间:2019-07-01 13:21浏览:

  &&ITSM - 从IT运 维走向IT运极速分分彩技巧随着组织信息化建设的不断推进,如何保障业务系统的可用性、可靠性、可连续性成为企业重点关注的内容,这些都属于IT运维工作的范畴。同时,随着业务的不断创新,互联网+思想的不断落地实践以及敏捷开发过程的不断应用,也对传统IT运维提出了巨大的挑战。

  总结近几年服务的客户,我们发现组织IT运维管理工作在以下四个方面需要加以改善与提升。

  人员方面:人员方面主要体现在绝大多数IT运维工作人员被动开展运维工作,重复性劳动比例较高,从事IT运维的员工工作缺乏成就感;面对数百台设备、日新月异的技术内容以及愈加庞大的业务系统,现有IT运维人员力不从心;同时缺乏针对IT运维管控、标准化等岗位职能,部门内IT运维相关人员岗位配备总体偏少,人员占比与优秀企业间存在一定差距。流程方面:这些组织虽然有一些IT运维类的管理制度,但是不够细化,同时标准化程度也不足,日常执行过程中难以形成规范和指导作用;同时,部门内部采用技术类的职能划分,在出现综合性问题时,各职能岗位间、总部与分子公司、内部与外部供应商的协作和沟通流程需进一步明确与加强。信息方面:面对现有设备和系统,以及未来可见的即将整合的设备和系统,IT运维及相应管理人员对于单位整体的IT资产状态、运行状况信息掌握不够及时,主动预防缺少信息支撑;日常运维工作透明度不足,导致IT管理人员难以准确把控与衡量具体人员的工作情况,运维人员工作负荷也难以量化体现,其工作也难以得到领导认可。技术方面:针对大量的设备和系统,绝大多数企业缺少必要的自动化技术手段进行管理,导致对业务系统的可用性预警不足,有时主管领导先于IT人员发现故障,导致工作很被动;同时对于业务部门运维需求是否有效解决、运维人员的处理过程如何监督、运维人员如何有效提升工作效率方面都缺少必要的技术支撑。

  究其原因,我们发现,导致组织出现这些现状的根本原因是组织始终将IT运维工作当做“运维”,这一思想导致了所有工作的出发点是技术支撑、职能分工、被动工作、不计成本、“不出事就好”。思路决定出路,格局决定结局。要彻底改变这一现状,必须改变“运维”这一思想,转变为“运营”,将IT当做一项重要的业务来运营,通过开展IT运营,实现服务导向、流程整合、主动出击、考虑ROI、“IT活得好”,这也是IT运维治理的核心。

  IT服务管理就是一种以客户为中心、以服务为导向、以流程为依托、以工具为手段的方法,它通过整合IT服务与组织业务,提高组织IT服务提供和服务支持能力和水平。其核心是通过将文化、组织结构、流程、技术进行有效而合理的整合,以提供高质量的IT服务。

  目前国际及国内主流的ITSM良好实践有:IT服务国际标准ISO20000、IT基础架构库ITIL、国内IT服务标准ITSS、微软服务框架MOF等。

  在整个组织层面开展IT运营和IT服务的理念导入工作,依托IT价值观宣传、ITSM宣讲、ITIL良好实践培训等方式,树立IT人员服务和运营的意识,树立全员IT价值导向,逐步在组织内部形成一种IT服务和运营的文化氛围。

  结合业务部门的服务需求,梳理并建立面向业务部门的服务目录,并结合各业务优先级、影响程度,合理制定各服务的质量标准(SLA);同时明确集团与分子公司间的工作分工及协作机制,在部门内部对人员进行适当的层级划分,确保合适的人做合适的事;对于部分费效比较低的工作,可以考虑采用服务外包的方式,让内部人更多关注于业务需求、服务标准化和服务管控工作。

  结合组织的实际情况,参考ITIL、ISO20000等良好实践,在组织内部建立体系化的IT服务流程,明确流程活动、流程岗位及职责、流程目标和绩效指标,并建立流程监督审核机制;同时将服务管理流程与技术操作流程进行有效的结合,将管理流程中的要求落实为具体的技术操作指南,实现管理措施的线)针对监控、服务、管理建立技术支撑平台。

  大力推进IT服务工作的信息化建设,建立面向业务、服务人员、服务监督、服务管理的统一的技术支撑平台,实现客户报障快速响应、全程透明;业务系统实时监控、及时预警;服务人员快速定障、知识支撑;服务过程标准有序、闭环管理;服务管理信息及时、全面掌控。

  云惠ITSM不是一个简单意义上的工单系统或流程平台,而是将大量顽固的IT管理痛点和管理关键点采用独特的方式,恰到好处地设计并融入到平台中。

  云惠是一款智能化、一体化的ITSM平台。应用于各个行业的IT管理领域,全面满足业务需求、项目、研发、 测试、运维、安全和业务持续性等方面的企业管理要求。通过将高频的运维、运营工作实施自动化、智能化管理,云惠ITSM实现了彻底改变错综无序的IT管理现状的目标。云惠ITSM不仅将先进的管理理念成功落地,而且可以有效提升企业IT部门的生产效率,提高企业终端用户的满意度和IT运维的综合能力!

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n=this.store.getAttribute(e);return null!==n?n:t},remove:function(e){this.object?this.object.remove(e):this.store.removeAttribute(e)}},a={init:function(){this.data=this.data{}},set:function(e,t){this.data[e]=t},get:function(e,t){var n=this.data[e];return void 0!==n?n:t},remove:function(e){delete this.data[e]}},f=navigator.userAgent.toLowerCase(),l=f.match(/msie ([\d.]+)/),c=l&&l[1],h=6==c7==c;e.utils.storage=function(e){var t;switch(e){default:caselocal:try{t=window.localStorage?r:h?u:a}catch(e){t=a}break;casesession:try{t=window.sessionStorage?i:a}catch(e){t=a}break;casecookie:t=o()?s:a;break;casepage:t=a}return t.init&&t.init(),t},h&&u.init()}(QHPass),function(e){use strict;var t=e.$,n=立即登录,r=e.ERROR={REALNAME_EMPTY:{errno:204,errmsg:请输入您的真实姓名},REALNAME_INVALID:{errno:227,errmsg:请确认您输入的真实姓名是否有误},ACCOUNT_EMPTY:{errno:1030,errmsg:请输入360帐号},ACCOUNT_INVALID:{errno:1035,errmsg:请确认您的帐号输入是否有误},ACCOUNT_DUPLICATE:{errno:1037,errmsg:该帐号已经注册,+n},USERNAME_DUPLICATE:{errno:213,errmsg:用户名已经被使用,+n},USERNAME_EMPTY:{errno:215,errmsg:请输入用户名},USERNAME_INAPPROPRIATE:{errno:225,ermsg:用户名包含不适当内容},USERNAME_INVALID:{errno:199,errmsg:用户名应为2-14个字符,支持中英文、数字或_},USERNAME_NUMBER:{errno:200,errmsg:用户名不能全为数字},NICKNAME_EMPTY:{errno:205,errmsg:请输入昵称},NICKNAME_DUPLICATE:{errno:260,errmsg:昵称已经被使用},NICKNAME_INAPPROPRIATE:{errno:226,errmsg:昵称包含不适当内容},NICKNAME_NUMBER:{errno:262,errmsg:昵称不能全部是数字},NICKNAME_INVALID:{errno:15e3,errmsg:昵称应为2-14个字符,支持中英文、数字、_或.},EMAIL_EMPTY:{errno:203,errmsg:请输入邮箱},EMAIL_INVALID:{errno:1532,errmsg:邮箱格式有误},EMAIL_NOT_ACTIVATED:{errno:2e4},MOBILE_EMPTY:{errno:1107,errmsg:请输入手机号},MOBILE_INVALID:{errno:1100,errmsg:手机号格式有误},MOBILE_DUPLICATE:{errno:1106,errmsg:该手机号已经注册,+n},CAPTCHA_INVALID:{errno:78e3,errmsg:验证码错误请重新输入},CAPTCHA_INVALID_OLD:{errno:1670,errmsg:验证码错误请重新输入},CAPTCHA_EMPTY:{errno:78002,errmsg:请输入验证码},CAPTCHA_APPID_INVALID:{errno:1300,errmsg:验证码格式有误},SMS_TOKEN_EMPTY:{errno:1350,errmsg:请输入校验码},SMS_TOKEN_INCORRECT:{errno:1351,errmsg:校验码输入有误},PASSWORD_EMPTY:{errno:211,errmsg:请输入密码},PASSWORD_INVALID:{errno:1065,errmsg:密码长度应为6-20个字符},PASSWORD_LEVEL_LOW:{errno:54999,errmsg:密码安全级别过低},PASSWORD_WEAK:{errno:54999,errmsg:密码弱,有风险,请重新输入},PASSWORD_ORDERED:{errno:54999,errmsg:密码不能为连续字符},PASSWORD_CHAR_REPEAT:{errno:54999,errmsg:密码不能全为相同字符},PASSWORD_WRONG:{errno:220,errmsg:登录密码错误,请重新输入},PASSWORD_NOT_MATCH:{errno:1091,errmsg:两次密码输入不一致},PASSWORD_FULL_SHARP:{errno:54e3,errmsg:密码不能包含中文字符,请重新设置},IDENTIFY_EXPIRE:{errno:153e3},NOT_SIGNED_IN:{errno:1501,errmsg:用户未登陆},UNKNOWN_ERROR:{errno:999999,errmsg:未知错误},SUCCESS:{errno:0,errmsg:操作成功},TIME_OUT:{errno:1,errmsg:网络超时}},i=e.utils=e.utils{},s={1105:该手机号未注册360帐号,1402:手机号当天发送短信次数超限,201:该邮箱已经注册,+n,3e4:该手机号已经注册,请直接用手机号登录,30007:该手机号已经注册,请直接用手机号登录,65002:该帐号未开启短信登录功能,立即开启,65001:该帐号只能通过短信登录,关闭此功能,221:帐号被封禁,点此联系客服,78001:提交过于频繁,请稍后重试};t.each(r,function(e,t){t.errmsg&&t.errmsg.length>

  ).attr(src,o).hide();t(n.body).append(u),window[s]=function(){clearTimeout(a),delete r.object;var e=u[0].contentWindow,n=e.document,s=r.store=n.createElement(input);setTimeout(function(){s.addBehavior(#default#userData),n.body.appendChild(s),s.load(r.storeName),t.each(i.data,function(e,t){s.setAttribute(e,t)}),s.save(r.storeName)},30)};var a=setTimeout(function(){u.remove()},2e4)})}},set:function(e,t){this.object?this.object.set(e,t):(this.store.load(this.storeName),this.store.setAttribute(e,t),this.store.save(this.storeName))},get:function(e,t){if(this.object)return this.object.get(e,t);this.store.load(this.storeName);var n=this.store.getAttribute(e);return null!==n?n:t},remove:function(e){this.object?this.object.remove(e):this.store.removeAttribute(e)}},a={init:function(){this.data=this.data{}},set:function(e,t){this.data[e]=t},get:function(e,t){var n=this.data[e];return void 0!==n?n:t},remove:function(e){delete this.data[e]}},f=navigator.userAgent.toLowerCase(),l=f.match(/msie ([\d.]+)/),c=l&&l[1],h=6==c7==c;e.utils.storage=function(e){var t;switch(e){default:caselocal:try{t=window.localStorage?r:h?u:a}catch(e){t=a}break;casesession:try{t=window.sessionStorage?i:a}catch(e){t=a}break;casecookie:t=o()?s:a;break;casepage:t=a}return t.init&&t.init(),t},h&&u.init()}(QHPass),function(e){use strict;var t=e.$,n=立即登录,r=e.ERROR={REALNAME_EMPTY:{errno:204,errmsg:请输入您的真实姓名},REALNAME_INVALID:{errno:227,errmsg:请确认您输入的真实姓名是否有误},ACCOUNT_EMPTY:{errno:1030,errmsg:请输入360帐号},ACCOUNT_INVALID:{errno:1035,errmsg:请确认您的帐号输入是否有误},ACCOUNT_DUPLICATE:{errno:1037,errmsg:该帐号已经注册,+n},USERNAME_DUPLICATE:{errno:213,errmsg:用户名已经被使用,+n},USERNAME_EMPTY:{errno:215,errmsg:请输入用户名},USERNAME_INAPPROPRIATE:{errno:225,ermsg:用户名包含不适当内容},USERNAME_INVALID:{errno:199,errmsg:用户名应为2-14个字符,支持中英文、数字或_},USERNAME_NUMBER:{errno:200,errmsg:用户名不能全为数字},NICKNAME_EMPTY:{errno:205,errmsg:请输入昵称},NICKNAME_DUPLICATE:{errno:260,errmsg:昵称已经被使用},NICKNAME_INAPPROPRIATE:{errno:226,errmsg:昵称包含不适当内容},NICKNAME_NUMBER:{errno:262,errmsg:昵称不能全部是数字},NICKNAME_INVALID:{errno:15e3,errmsg:昵称应为2-14个字符,支持中英文、数字、_或.},EMAIL_EMPTY:{errno:203,errmsg:请输入邮箱},EMAIL_INVALID:{errno:1532,errmsg:邮箱格式有误},EMAIL_NOT_ACTIVATED:{errno:2e4},MOBILE_EMPTY:{errno:1107,errmsg:请输入手机号},MOBILE_INVALID:{errno:1100,errmsg:手机号格式有误},MOBILE_DUPLICATE:{errno:1106,errmsg:该手机号已经注册,+n},CAPTCHA_INVALID:{errno:78e3,errmsg:验证码错误请重新输入},CAPTCHA_INVALID_OLD:{errno:1670,errmsg:验证码错误请重新输入},CAPTCHA_EMPTY:{errno:78002,errmsg:请输入验证码},CAPTCHA_APPID_INVALID:{errno:1300,errmsg:验证码格式有误},SMS_TOKEN_EMPTY:{errno:1350,errmsg:请输入校验码},SMS_TOKEN_INCORRECT:{errno:1351,errmsg:校验码输入有误},PASSWORD_EMPTY:{errno:211,errmsg:请输入密码},PASSWORD_INVALID:{errno:1065,errmsg:密码长度应为6-20个字符},PASSWORD_LEVEL_LOW:{errno:54999,errmsg:密码安全级别过低},PASSWORD_WEAK:{errno:54999,errmsg:密码弱,有风险,请重新输入},PASSWORD_ORDERED:{errno:54999,errmsg:密码不能为连续字符},PASSWORD_CHAR_REPEAT:{errno:54999,errmsg:密码不能全为相同字符},PASSWORD_WRONG:{errno:220,errmsg:登录密码错误,请重新输入},PASSWORD_NOT_MATCH:{errno:1091,errmsg:两次密码输入不一致},PASSWORD_FULL_SHARP:{errno:54e3,errmsg:密码不能包含中文字。

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