It includes six parts: general requirements, delivery specifications, emergency response specifications, data center service specifications, desktop and peripheral equipment service specifications and application system service specifications. Among them, the general requirement refers to the construction of operation and maintenance ability, which solves the problem of "being able to do operation and maintenance"; Delivery standards and emergency response standards solve the problem of "how to do it"; Data center service standards, desktop and peripheral service standards and application system service standards have solved the problem of "how to do".
The core of ITSS implementation is to adopt PDCA method (plan-implement-check-improve) to implement process control. According to the requirements of ITSS standard, the four key elements of personnel, process, technology and resources are comprehensively integrated, and combined with the standardized management of IT service life cycle, a closed loop is formed from four stages: demand analysis, planning and design, deployment and implementation, optimization and improvement, and the four internal elements are synchronously controlled. According to the 24 key indicators, ITSS operation and maintenance system can be planned and constructed to realize the transformation of the company's operation and maintenance from passive to active. The following nine suggestions can be consulted:
① The service desk and spare parts warehouse are independent; ② Manual accumulation of electronic process management depends on the operation and maintenance platform; ③ The implementation of employee incentive policy; (4) set up a technology research and development department; ⑤ Construction of monitoring platform; ⑧ Asset management; Pet-name ruby project-level SLA management; ⑨ productization and standardization of operation and maintenance services.
Of course, the quickest way is to build an efficient operation and maintenance system by using an industrial product service process management system that conforms to ITSS standards, such as ewei helpdesk used by Digital China, one of the domestic ITSS standard-setting units. And helped many enterprises pass its review.
Interested parties can pay attention to it ~