Shulou(Shulou.com)06/01 Report--

ITOM (IT Operation Management) seems to have been conventionally translated into IT operation and maintenance management, and then IT Operations is also known as IT operation and maintenance. Then another IT operator emerged in the past two years, which is also called IT Operations in English. So are the two the same?

IT operations, in fact, the concept is the same in the eyes of foreigners, it all refers to everything that IT runs, so why are there different translations in China? This reflects the breadth and depth of our Chinese. IT Operations includes a lot of content, and the two Chinese translations of IT operation and maintenance and IT operation respectively focus on a certain part of the content.

IT operation and maintenance focuses on ensuring the availability, reliability and continuity of business systems, while IT operation is more business-oriented, service-oriented and human-oriented in nature.

One term that is now often used to distinguish between operations and operations is that operators are "alive":

The operation is "living well".

Capacity building is a step-by-step process. Any organization must first solve the problem of "living" before it is possible to pursue "living well".

In the past three decades, most IT organizations are facing the challenge of the rapid expansion of IT facilities, the increasing number of IT applications and the increasing pressure on IT operations. at that time, the first thing is to ensure that the IT system is "alive", that is, it can continue to "run" and "run" stably. At this stage, there is nothing wrong with translating IT Operations into IT operation and maintenance, and ITOM into IT operation and maintenance management.

With the continuous promotion of organizational information construction, how to ensure the availability, reliability and continuity of the business system has become the focus of enterprises, which belong to the scope of IT operation and maintenance work. At the same time, with the continuous innovation of business, the continuous practice of Internet + 's ideas and the continuous application of agile development process, it also poses a great challenge to the traditional IT operation and maintenance.

Therefore, after many years of development of IT operation and maintenance and IT operation and maintenance management with "alive" as the main goal and "stability" as the main form, more and more IT organizations begin to change from "passive maintenance" to "active management" and pursue how to "live well".

From IT Operation and maintenance to IT Operation

The idea of "operation and maintenance" leads to the starting point of all IT operation and maintenance work is technical support, division of functions, passive work, regardless of cost, "no accident". Thinking determines the way out, and pattern determines the outcome. In order to completely change this situation, the idea of "operation and maintenance" must be transformed into "operation".

Operating IT as an important business, providing more competitive and high-quality IT services through IT operations, realizing service orientation, process integration, proactive attack, considering ROI and "IT living well" is also the core of IT operation and maintenance governance.

In the past decade, the emergence, development and changes of new concepts, technologies and tools such as APM, BSM, cloud computing and operation and maintenance big data are closely related to the fact that IT is gradually moving from operation and maintenance to operation. Today, from an overall point of view, it can be said that enterprise IT has stood at an important inflection point from operation and maintenance to operation.

IT operation is built on the basis of good IT operation and maintenance, without "alive", "living well" is impossible. But what does it mean to live well? In other words, what exactly is the goal that IT operators pursue? What is more than IT operation and maintenance?

The difference between IT operation and maintenance and IT operation:

1. IT operation and maintenance is "alive", and IT operation is "living well".

How can we judge whether someone is living well or not? According to Malos' demand theory, people's needs are gradually rising from the most basic food and clothing to the realization of self-value.

For CIO, if the IT organization he manages can satisfy three types of people, we can say that the IT organization has gone from the basic IT operation and maintenance stage to the IT operation stage, and is already in a good state.

Which three kinds of people? Users, bosses and IT people.

Customer dissatisfaction will be lost, the enterprise will have no foundation for survival; shareholders will be dissatisfied with the replacement, indicating that the enterprise is not competitive; employees will be dissatisfied with the change of place, the enterprise will lack the ability of sustainable development. Although different industry characteristics and corporate culture will lead to different priorities and priorities, in essence, an excellent company with long-term development prospects is often a company that satisfies customers, shareholders and employees.

2. IT operation and maintenance is more passive "maintenance", while IT operation is more active "operation".

3. IT operation and maintenance is more oriented to infrastructure, software and hardware, and IT operation is more business-oriented, service-oriented and human-oriented.

This is actually very critical. The IT department basically monopolizes the supply of IT capacity within the enterprise, users have no other choice, and employees basically do not use some of the usual systems. This shows that at this stage, the IT and business of enterprises are completely decoupled, or most of them are decoupled. In fact, the essence of operation is based on the needs of everyone, and the formation of a new standard.

4. The key words of IT operation and maintenance are "stability", "security" and "reliability", while the key words of IT operation are "experience", "efficiency" and "benefit".

If it is said that IT operation and maintenance is "stable", then IT operation is "sensitive". In the choice of technical architecture and the construction of IT management process and system, the focus of IT operation stage and traditional IT operation and maintenance stage has changed, thus bringing about the complex situation of the coexistence and even intersection of new and old structures, new and old tools, and new and old methods. Bimodal mentioned by Gartner and dual-state IT mentioned by Lenovo are also reflecting this state.

5. IT operation and maintenance management tools pay more attention to "supervision and control" of fault prevention and repair, and IT operation management tools begin to increase application performance, user awareness, rapid delivery, data analysis and visualization.

Good practice of IT Operation: ITSM

IT service management (ITSM,IT Service Management) is a customer-centered, service-oriented, process-based and tool-based approach. It improves the ability and level of organizational IT service provision and service support by integrating IT services and organizational business. Its core is to provide high-quality IT services through effective and reasonable integration of culture, organizational structure, processes and technologies.

At present, the international and domestic mainstream ITSM good practices are: IT service international standard ISO20000, IT infrastructure library ITIL, domestic IT service standard ITSS, Microsoft service framework MOF and so on.

ServiceHot is a global advocate of ITSM2.0, focusing on providing IT Services Operations Management (ITSOM). ITSOM is a SAAS platform for enterprise applications created by ServiceHot, providing enterprises with more collaborative, mobile, social and social services to manage enterprise applications.

Last

The influence of machine learning on operation and maintenance is enormous. It is generally believed that automated operation and maintenance has been talked about for many years, but technically only batch processing has been realized, that is, the original manual operation has been turned into programmed operation, but people still need to make decisions in the actual decision-making. However, if the deep machine learning technology is used, the experience of operation and maintenance personnel can be deposited into machine experience, and a large number of basic operation and maintenance work can be replaced by machines, thus liberating manpower.

The reform of operation and maintenance in big data era is not only the introduction of big data analysis and machine learning technology, but also how to let enterprises understand the real business performance and customer experience through data. This is not a shallow analysis and result presentation of the operation and maintenance data, but to make the value of the data more intuitive to provide information for the enterprise, such as where its users appear at the moment, under what circumstances to access the business, and so on.

From IT operation and maintenance to IT operation is an important sublimation of the whole industry.

Learn more about IT operations management content or tools, welcome to Service Hot to learn more.

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