First, the status quo and problems of IT operation and maintenance management
The innovation of information system architecture not only brings management value such as efficiency improvement and cost reduction, but also becomes the key for enterprises to accelerate the formation of differentiated operations and maintain their core competitive advantages. The operation and maintenance management of IT system is the guarantee of enterprise's business system and the support of enterprise's survival and rapid development.
With the improvement of information technology, more application systems, software and hardware platforms and equipment need to be maintained and managed. How to effectively monitor and manage IT systems with complex structures has become a very concerned issue for enterprise information departments. As an IT management department, IT is often troubled by a large number of IT failures and problems, and the embarrassing scene of "robbing Peter to pay Paul" is often staged. No matter which enterprise, as long as ITs staff and it system develop to a certain level, it will inevitably face a series of problems in IT system management.
Possible problems in IT operation and maintenance management include:
1.1.The IT operation and maintenance management mechanism is not perfect and the process operation is not uniform.
Many enterprises have not yet established a stable and standardized IT operation and maintenance mechanism. The operation of the existing IT operation and maintenance process is not standardized and unified. For example, after the IT event list is submitted, the event prediction and priority setting are not uniform, and there is no normative guidance document. Only use the experience judgment of the operation and maintenance engineer or the established subjective way to guide the handling of IT events. There is identification but not standardization, treatment but not management, some people are tired of coping, and there is a system but it is useless. Therefore, the current IT operation and maintenance management situation of "light standardization and heavy maintenance" can easily lead to the instability of IT operation and maintenance caused by uneven skill level of employees, which directly affects the effect of the maintenance system. Simply put, it is not out of the shackles of traditional management ideas.
1.2. Over-reliance on core personnel leads to slow growth of young employees.
IT operation and maintenance management is a systematic skill, and the accumulated experience in practical work can only be spread and passed down in a small scope, forming a special scene in the enterprise, which is also the IT operation and maintenance department. Some employees are busy vomiting blood all day long, while others are idle. In particular, IT users rely more and more on experienced IT operation and maintenance personnel, resulting in the identification of the nature of IT events, the definition of priorities, and the analysis and judgment of problems, which are all handled by at least a few core personnel. The so-called "grasping the big and letting go of the small" not only increases the workload of a few core personnel, but also easily causes the "bottleneck" of the workflow, reduces the overall work efficiency of the operation and maintenance management department, and also makes some core personnel feel great pressure.