運(yùn)維服務(wù)方案(全)

1、第1章項(xiàng)目概況項(xiàng)目概況.......................................................................................................................41.1項(xiàng)目背景..................................................................................

2、.........................................41.2項(xiàng)目目標(biāo)...........................................................................................................................41.3需求分析........................................

3、...................................................................................4第2章運(yùn)維服務(wù)管理體系建設(shè)運(yùn)維服務(wù)管理體系建設(shè)...............................................................................................62.1IT服務(wù)管理概述......

4、.........................................................................................................62.2運(yùn)維服務(wù)管理流程體系...................................................................................................72

5、.2.1服務(wù)支持..................................................................................................................82.2.2服務(wù)提供........................................................................................

6、........................142.3運(yùn)維服務(wù)管理規(guī)劃.........................................................................................................182.3.1第一階段：服務(wù)磨合階段............................................................

7、........................182.3.2第二階段：主動(dòng)服務(wù)階段....................................................................................212.3.3第三階段：戰(zhàn)略規(guī)劃階段............................................................................

8、........242.4運(yùn)維服務(wù)質(zhì)量管理.........................................................................................................242.5建立運(yùn)維管理規(guī)范.................................................................................

9、........................262.5.1運(yùn)維管理規(guī)范概要................................................................................................26第3章信息系統(tǒng)運(yùn)行保障方案信息系統(tǒng)運(yùn)行保障方案............................................................

10、.................................283.1統(tǒng)一服務(wù)臺(tái)建設(shè).............................................................................................................283.2建立文檔管理制度.....................................................

11、....................................................293.3一般信息化設(shè)備及相關(guān)軟件運(yùn)維管理.........................................................................333.3.1一般信息化設(shè)備服務(wù)范圍........................................................

12、............................333.3.2一般信息化設(shè)備運(yùn)維............................................................................................333.3.3例行維護(hù)流程圖......................................................................

13、..............................343.3.4一般設(shè)備服務(wù)方案................................................................................................353.4防（殺）病毒服務(wù)..................................................................

14、.......................................403.4.1防病毒服務(wù)需求....................................................................................................403.4.2制定合理的防病毒策略和安全管理制度。..........................................

15、..............403.4.3客戶端防病毒升級(jí)軟件........................................................................................415.2.4應(yīng)急處理結(jié)果評(píng)估......................................................................................

16、..........595.2.5統(tǒng)計(jì)和報(bào)告............................................................................................................59第6章服務(wù)水平質(zhì)量承諾及服務(wù)管理服務(wù)水平質(zhì)量承諾及服務(wù)管理...........................................................

17、......................626.1服務(wù)水平體系.................................................................................................................626.1.1報(bào)告服務(wù)...............................................................

18、.................................................626.1.2管理類服務(wù)............................................................................................................626.1.3主動(dòng)式服務(wù).......................................

19、.....................................................................636.1.4響應(yīng)式服務(wù)............................................................................................................636.2服務(wù)承諾......................

20、...............................................................................................646.2.1服務(wù)級(jí)別承諾........................................................................................................646.2.2服

21、務(wù)質(zhì)量承諾........................................................................................................656.3服務(wù)管理......................................................................................................

22、...............656.3.1服務(wù)管理總則........................................................................................................656.3.2服務(wù)流程管理...........................................................................

23、.............................666.3.3服務(wù)臺(tái)支持管理....................................................................................................676.3.4事件管理..................................................................

24、..............................................696.3.5問(wèn)題管理................................................................................................................706.3.6知識(shí)庫(kù)管理.......................................