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This article mainly introduces how to optimize the IT operation and maintenance mode of large enterprises, the article is very detailed, has a certain reference value, interested friends must read it!

1 Analysis of the current situation of IT operation and maintenance

The operation and maintenance methods of IT in different enterprises are very different. Because of the different development level of computer application in different regions and different industries, the management modes of different enterprises are different, such as banking system, because the computer is widely used and widely distributed, the computer application and operation and maintenance develop rapidly, while in some large enterprises, because managers focus on the main products and ignore the investment in IT infrastructure and application systems, IT operation and maintenance services are at a low level.

There are also differences in the mode of IT operation and maintenance in the same enterprise. In the same enterprise, if the scale is larger and there are more secondary units, the operation and maintenance mode is also quite different because of the different management methods. For example, some enterprises have a large number of maintenance personnel, some enterprises use traditional operation and maintenance, some enterprises attach importance to the application of advanced management systems, and so on. These reasons cause differences within the same enterprise.

2 straighten out the train of thought and establish a suitable IT operation and maintenance framework

The purpose of IT operation and maintenance

There are three main purposes of IT operation and maintenance: * to provide a stable and efficient basic network platform to ensure the normal operation of various computer application systems; the second is to provide customers with satisfactory services, so that client computer-related failures can be quickly solved; the third is to save manpower, improve work efficiency, and quickly deal with basic network failures. It is for this purpose that enterprises continue to increase investment in basic network and innovate in management.

Analyze each application system of the enterprise at present

The basic network serves the application, so we can tell which systems belong to the basic network and which belong to the enterprise application category. For example, in the information system of a large enterprise, ERP, MES, LIMS and other systems belong to the application service system, directly facing the end users, while the network management system, desktop security, ITSM, data storage and backup belong to the basic network class. Among them, ITSM provides the service interface for users directly, and the other is used as the basic management system of IT. For the application service system, we should analyze its possible failure and sort out the solution process; for the basic network system, we should put it in the process to figure out how to cooperate in order to better serve the application system of the user layer.

Establish a suitable IT operation and maintenance architecture

The traditional operation and maintenance framework is very simple, basically the person-in-charge system, and the responsible person assigns the work when encountering problems in operation and maintenance, which is simple and efficient at the initial stage, but with the expansion of enterprise scale and the popularization of computer applications, the traditional operation mode is affected by many factors, such as difficult assignment, high manpower consumption, high ability to deal with problems, heavy workload and so on, so enterprises urgently need a new IT operation and maintenance mode.

A large state-owned enterprise attaches great importance to the basic IT operation and maintenance. In recent years, it has promoted and deployed desktop security system, antivirus system, network management system and so on in each branch. Each branch has also done some good systems according to the actual situation of the enterprise, such as the ITSM system and the Internet behavior management system applied by a large enterprise. There is some duplication between these systems, but each has its own emphasis, so how to integrate the various systems organically? It is necessary to establish a suitable IT operation and maintenance framework. Based on the current situation of IT operation and maintenance in a large enterprise, the author puts forward an IT operation and maintenance architecture for discussion only, as shown in figure 1.

In figure 1, the ITSM is the user service interface, and the internal control is the management interface. After the problems of the client enter the ITSM system, they are processed into the corresponding basic network system or application system according to the problem classification or business division. Each system also needs to establish the corresponding operation and maintenance architecture, for example, the antivirus system can be established.

Figure 1 IT operation and maintenance architecture

The operation and maintenance architecture shown in figure 2. After the processing of each system, it is fed back to the user and filed, and the internal control carries on the standardized control to the whole operation and maintenance process.

Fig. 2 three-level operation and maintenance architecture of antivirus system

3 optimize the structure and establish a suitable operation and maintenance process

Analyze various problems that need to be dealt with by IT operation and maintenance. IT operation and maintenance needs to deal with many kinds of faults, such as hardware failure or software failure, intranet failure or extranet failure, system problem or virus problem, user-side problem or server-side problem, network equipment problem or application system problem, etc., list the problems that have been encountered in the work and the problems that may arise, through analysis, and then establish our process, which is the basis for establishing a reasonable process.

Combined with the organizational structure, establish an appropriate operation and maintenance process. IT departments are generally divided into departments by specialty, such as network, system, application development, industrial control, etc., this division is managed at the horizontal level, and the traditional management mode is basically in this way, but the new basic IT operation and maintenance system requires a vertical division of labor at the professional and technical level, for example, ITSM requires the first line to deal with on-site basic problems, the second line to deal with complex problems, and managers to deal with overall problems and difficult problems. Thus put forward different technical requirements for different levels, so enterprises need to find a balance between horizontal and vertical levels to establish an appropriate management model. Combined with the actual situation of the enterprise, after structural optimization, the operation and maintenance process of each system is established. The operation and maintenance structure of figure 1 shows that each system is relatively independent and interrelated, so the corresponding processes must be relatively independent and interrelated.

(4) take precautions and pay attention to daily management.

Establish the management methods of each system and promote the predictive maintenance thinking. Just as equipment maintenance has developed from initial ex post maintenance to predictive maintenance mode, IT operation and maintenance mode should also pay attention to predictive maintenance, that is, before the problem occurs, abnormal phenomena are found according to some monitoring systems (such as network management system) and log recording system, and the fault is eliminated in the bud. Modern enterprises are more and more dependent on computer information systems, and the requirements are getting higher and higher. for example, the MES, ERP, IC card and other systems of a large enterprise require 7 X 24 hours to work, any small failure may cause huge economic losses, so it is very important to reduce the failure rate of information system. To achieve predictive maintenance, specific to the work is to establish the management methods of each system, including abnormal monitoring and emergency handling, and some key systems must have daily, weekly or monthly reports. The common fault and experience summary function in ITSM system is the embodiment of the application of predictive maintenance thinking in modern management.

Establish perfect documentation. No matter how detailed the information in the network system is, there is the possibility of failure or even loss. Well-maintained documents are very helpful to IT operation and maintenance. In addition to being comprehensive and clear, data collation also needs to meet two principles: one is to update dynamically, and outdated data will mislead the understanding and judgment of things; the second is to enable a newcomer to understand it. The newcomer who has no knowledge of the situation (with professional knowledge) can understand the current situation through the data, which shows that this is a high-quality material. For example, for documents connected to an enterprise network, the key to good documentation is not to archive every workstation connected to each graph (assuming that the information is maintained). Instead, focus on network interconnections (topologies, switches and routers), servers, gateways, and firewalls. Routers and switches do not need to be represented by graphics (graphics similar to devices), but by simple geometric shapes such as pentagons, circles, squares, and rectangles. For example, always use an octagon to represent a core layer switch, a Pentagon to represent an aggregation layer switch, and a square to represent an access layer switch.

5 distinguish the responsibility and establish the corresponding incentive system

Different positions work in different ways, such as some on-site maintenance and some remote processing; different technical levels require different treatment, for example, the responsibilities of front-line technical personnel and event managers in the ITSM system are different, and the treatment should be different, so enterprises should introduce corresponding rewards and punishments and promotion systems to encourage employees to make progress. This paper focuses on the mode of operation and maintenance and does not discuss it further.

The above is all the contents of the article "how to optimize the IT operation and maintenance mode of large enterprises". Thank you for reading! Hope to share the content to help you, more related knowledge, welcome to follow the industry information channel!

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