论文部分内容阅读
介绍了运维企业建设运维服务能力体系的目的和意义;对ISO 20000、ITIL及其他国际标准与ITSS进行了比较,简要说明了ITSS可以作为中国运维企业建设运维服务能力体系的理论依据。重点介绍了基于ITSS建设运维服务能力体系的方法,具体描述了如何围绕人员、过程、资源和技术四要素建立管理制度和管理流程,最后概述了实践该运维服务能力体系的成果。
Introduced the purpose and significance of the operation and maintenance service ability system of operation and maintenance enterprises; compared the ISO 20000, ITIL and other international standards with ITSS, and briefly explained that ITSS can serve as the theoretical basis for the operation and maintenance service ability system of China’s operation and maintenance enterprises . The paper mainly introduces how to construct the service ability system based on ITSS, and describes how to set up the management system and management process around the four elements of personnel, process, resources and technology. Finally, it summarizes the results of practicing the system.