信息化运行维护制度.docx

信息化运行维护制度
目录
一、总则....................................................3
二、组织架构与职责..........................................3
2.1组织架构图...........................................5
2.2各部门职责...........................................6
2.3岗位职责.............................................7
三、运维流程管理............................................8
3.1服务请求流程........................................10
3.2问题处理流程........................................11
3.3事件处理流程........................................12
3.4系统维护流程........................................13
四、运维人员管理...........................................14
4.1人员招聘............................................16
4.2培训与考核..........................................16
4.3员工激励............................................18
五、设备与资源管理.........................................18
5.1设备采购与管理......................................19
5.2资源分配与管理......................................20
5.3设备维护与更新......................................21
六、安全与风险管理.........................................22
6.1安全管理制度........................................24
6.2风险评估与应对......................................25
6.3安全审计与监督......................................27
七、运维质量管理...........................................28
7.1质量管理体系........................................29
7.2质量检查与评估......................................30
7.3持续改进............................................31
八、应急响应与灾备计划.....................................32
8.1应急响应流程........................................33
8.2灾备计划与实施......................................35
8.3应急资源与工具......................................36
九、运维文档与知识管理.....................................37
9.1文档管理规范........................................39
9.2知识库建设与管理....................................40
9.3文档存储与共享......................................42
十、监督与考核.............................................43
10.1监督机制...........................................44
10.2考核标准与流程.....................................45
10.3奖励与惩罚措施...................................