ICS35.080 L77 团体标准 T/GDIIA005-2021 信息技术应用创新项目运行维护服务标准 Operationandmaintenanceservicestandards ofinformationtechnologyapplicationinnovationsystems 2021-09-11发布 广东省信息协会发布2021-09-13实施 全国团体标准信息平台 T/GDIIA005-2021 I目 次 前言...............................................................................................................................................................III 引言.................................................................................................................................................................IV 信息技术应用创新项目运行维护服务标准.......................................................................................................1 1范围...................................................................................................................................................................1 2规范性引用文件...............................................................................................................................................1 3术语和定义.......................................................................................................................................................1 4缩略语...............................................................................................................................................................3 5信创项目运维服务等级...................................................................................................................................3 5.1等级划分原则...........................................................................................................................................3 5.2服务等级定义...........................................................................................................................................4 5.3运维服务内容...........................................................................................................................................4 6运维服务流程规范...........................................................................................................................................4 6.1运维流程框架...........................................................................................................................................4 6.2服务台.......................................................................................................................................................5 6.3事件管理流程...........................................................................................................................................5 6.4问题管理流程...........................................................................................................................................5 6.5变更管理流程...........................................................................................................................................6 6.6发布管理流程...........................................................................................................................................6 6.7配置管理流程...........................................................................................................................................7 7运维过程监测规范...........................................................................................................................................7 7.1软硬件监控要求.......................................................................................................................................7 7.2故障监测要求.........................................................................................................................................10 8硬件运维服务规范.........................................................................................................................................11 8.1调研评估.................................................................................................................................................11 8.2例行操作................................................................................................................................