Shulou(Shulou.com)06/02 Report--

IT operation and maintenance management is an important part of software quality assurance. Shandong Software Evaluation Center has summed up the following methods based on years of experience, hoping to give you some help. First, do a good job of operation and maintenance of the three key points: IT operation and maintenance process management, monitoring and integrated management, emergency management. Strengthen the process management of IT operation and maintenance. We will further improve the operation and maintenance management process, improve the operation and maintenance management system and standards, and focus on strengthening the key management processes such as event management, problem management, change management, configuration management and the construction and implementation of institutional standards such as data management and computer room management. Strengthen the integration of management processes, improve the information exchange mechanism, and form closed-loop management. Strengthen the event classification system, establish an effective event escalation and response mechanism, strengthen the follow-up analysis and handling of events, constantly optimize the management process, establish change classification standards and change classification approval process, and improve the change window management system. effectively reduce the negative impact of changes on production operation Formulate a management system for the migration, modification, backup, storage, update and destruction of configuration parameters to control the risks caused by configuration operations. We will improve the management of data storage, use, transmission and backup, further formulate standards and norms, and focus on strengthening the access control, cleaning, destruction, and data deformation management of sensitive data such as customer information and business analysis data; we will further strengthen the management of computer room personnel, power supply, air conditioning and fire prevention. Strengthen centralized monitoring and integrated management. Improve the performance monitoring index system of production system software and hardware, network and application system, optimize the monitoring strategy; on the basis of monitoring the system, equipment, network and basic environment, focus on strengthening the monitoring of core application systems and electronic banking channels Build a unified monitoring platform, uniformly manage and show all kinds of monitoring resources, realize centralized alarm mode, comprehensively and timely grasp the overall running state of the system, quickly locate faults and shorten processing time. Strengthen the integration of the monitoring system of the head office, improve the ability of the head office to supervise the production system of the branch, and further improve the monitoring, response, processing, reporting, feedback and tracking mechanisms, to achieve comprehensive monitoring of the production and operation of the bank-wide infrastructure and major application systems, and improve the overall control ability of operation management. Improve the automation level of operation and maintenance management, integrate operation, maintenance, monitoring, response, processing and other management processes, promote the construction of enterprise general control center (ECC), and promote the integration of operation and maintenance management. Emergency management. Emergency management includes emergency management, high availability redundancy construction, disaster recovery plan DRP or business continuity plan BCP. Part of emergency management can also make use of some process management. At the same time, the integration of operation and maintenance performance appraisal KPI and SLA into the ITIL operation and maintenance process management system, guided by KPI, transform the passive basic IT operation and maintenance work to active high-stage IT service management. Second, the basic working method of operation and maintenance is to "realize the four modernizations": "compliance, transparency, standardization and systematization". After realizing this foundation, there will be a better method and a better foundation to do a good job of operation and maintenance. 1. Compliance is particularly important from the perspective of supervision and the urgent pressure of senior management and risk management; the content is to "do a good job of information security and emergency management", which requires the combination of management processes with security and emergency management control means, such as upgrading ITIL events to major events, and then escalating to disasters and emergency process management, including disaster recovery exercise processes. Therefore, "part of emergency management can also be realized by some process management"; 2. Systematization is the use of this management system to systematize various IT management processes, operation and maintenance management experience, and IT service management ideas, and can be continuously optimized and expanded. 3. "transparency" means that the management of operation and maintenance should be transparent from inside to down, and from top to outside. 4. The realization method is to improve the operation and maintenance performance evaluation mechanism and SLA, service level agreement and service report management. " There is a bit of a mystery about "transparency". Indicators are only part of the appearance, the key is how to integrate into the workflow, so that everyone knows KPI, and real-time understanding of their current performance, really play the guiding role of KPI: easy to use, easy to use, useful. Do a good job in the basic work of event, problem and change management considered from limitation, quality and satisfaction, including major events or failures assessed by SLA, system availability, system capacity, performance management, etc., and do a good job in the foundation, interface and systematization, so that the "transparency" can be realized, and the operation and maintenance department will have the pressure and motivation to shift from IT operation and maintenance to IT service management. Change passive operation and maintenance to active service, and then change from internal and lower transparency to SLA to achieve external and external transparency.

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