稳定运行，从而保障公司的核心业务，为IT运维外包服务市场提供了广扩的市场。

信息技术的高速发展，企业信息系统越来越复杂，企业对关键信息系统的依赖程度也越来越高，以及不计其数的各类行业应用系统，是支持公司业务增长的强劲动力和基础设施。因此，如何保障信息系统的安全、稳定运行，从而保障公司的核心业务，为IT运维外包服务市场提供了广扩的市场。

做IT运维服务就是要为客户解决问题，因此将客户的需求放在第一位永远是最重要的，围绕这个理念我们就必须有完美的服务和专业技术支持。基于IT运维公司面对的是不同行业的客户，不同行业对运维管理工作有不一样的要求，我们必须对客户现状、当前问题多角度、多维度的分析，那么提高企业IT运维管理水平就必须进行系统化的提升，应快速向现代化运维管理模式进行转变。

IT管理和运维工作涵盖了各行业的各岗位中，如何提高工作效率，规避风险，更好的做好IT管理和运维工作，已经成为一个不断探索和研究的新兴课题。

01 转变IT运维管理工作方式和理念

强调从技术型向管理型转变。各企事业单位的应用系统和网络系统已经成支撑业务正常运转的重要基础，保证应用系统和网络系统的正常运行和使用成为了IT运维工作的重中之重。IT运维部门的职能应当从传统的重服务轻管理，逐步转变为服务与管理并行，规范化与人性化相辅相成的模式，以适应现代化信息的工作模式。

02 建立完善的内部信息共享平台

从基础设施。应用系统和业务服务三个方面打造完善的信息共享和资源监控平台。能建立有效的信息资源库，减低对关键技术人员的依赖，为日常IT运维和管理工作提供有效的保障：基础设施管理方面，对网络，应用系统软、硬件等资源进行细化管理，详细记录电子设备的出入库、维保、报废等环节。保证资源的有效利用；应用系统管理方面，对于各类应用系统的备份，日常维护进行有效管理控制，保证所有应用系统数据的一致性、准确性、及时性、可用性和完整性，并根据实际需要不断进行改进、完善或更新；业务服务管理方面，尽可能的记录所有的事件要素，包括问题描述、解决方案、操作人员等等。使得部门对人员的考核有了量化的标准，同时这个过程也有助于知识积累，形成有效的知识库，可以极大地减少对关键人员的依赖，降低人员流失的风险。

03 清理、简化现有IT运维管理制度

形成适合企事业单位管理实际的制度体系。以建立完整、规范、有效的内部规章制度体系为目标，紧密联系工作实际，按照适用、可行、合法、有效的原则，对现有规章制度进行全面的自查和清理。按照IT运维管理工作的职能分工分层次、分步骤地对制订的各项内部管理制度规程进行分类清理，从制度内容的适用性、可行性、依据和效力的合法性、执行的有效性等方面进行了逐条审核，并结合实际工作，对上级部门制订的内部管理制度与当前实际工作不符的情况进行修订和完善。逐步摈弃传统的“人管人”的工作模式，形成以制度带动人，以制度带动工作的长效机制。

信息技术服务标准(ITSS)，是在工业和信息化部、国家标准化委的领导和支持下，由ITSS工作组研制的一套IT服务领域的标准库和一套提供IT服务的方法论，对IT服务的组成要素、IT服务的生命周期、规划设计、部署实施、服务运营、持续改进以及监督管理都作了详细的规定并对其进行标准化，内容涉及信息系统建设、运行维护、服务管理及外包等业务领域。ITSS是我国IT服务行业最佳实践的总结和提升，是国家针对信息技术运维服务能力制定的最高标准。

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