【正文】 第 0 頁 第 1 章 項目概況 .......................................................................................................................4 項目背景 ...........................................................................................................................4 項目目標 ...........................................................................................................................4 需求分析 ...........................................................................................................................4第 2 章 運維服務管理體系建設 ...............................................................................................6 IT 服務管理概述 ...............................................................................................................6 運維服務管理流程體系 ...................................................................................................7 服務支持 ..................................................................................................................8 服務提供 ................................................................................................................14 運維服務管理規(guī)劃 .........................................................................................................18 第一階段：服務磨合階段 ....................................................................................18 第二階段：主動服務階段 ....................................................................................21 第三階段：戰(zhàn)略規(guī)劃階段 ....................................................................................24 運維服務質量管理 .........................................................................................................24 建立運維管理規(guī)范 .........................................................................................................26 運維管理規(guī)范概要 ................................................................................................26第 3 章 信息系統(tǒng)運行保障方案 .............................................................................................28 統(tǒng)一服務臺建設 .............................................................................................................28 建立文檔管理制度 .........................................................................................................29 一般信息化設備及相關軟件運維管理 .........................................................................33 一般信息化設備服務范圍 ....................................................................................33 一般信息化設備運維 ............................................................................................33 例行維護流程圖 ....................................................................................................34 一般設備服務方案 ................................................................................................35 防（殺）病毒服務 .........................................................................................................40 防病毒服務需求 ....................................................................................................40 制定合理的防病毒策略和安全管理制度。 ........................................................40 客戶端防病毒升級軟件 ........................................................................................41 第 1 頁 防毒組件及時更新 ................................................................................................41 每周防毒系統(tǒng)部署情況統(tǒng)計 ................................................................................42 每周對產生的病毒事件進行評估 ........................................................................42 信息資產巡檢及普查服務 .............................................................................................42 主動巡檢 ................................................................................................................42 信息資產普查 ........................................................................................................43 其它有關說明及要求 .....................................................................................................43第 4 章 運維服務計劃方案 .....................................................................................................45 運維服務準備 .................................................................................................................45 簽定必要的協(xié)議和約定 ........................................................................................45 人員準備 ................................................................................................................45 工具準備 ................................................................................................................45 項目人員組織 .................................................................................................................46 人員結構 ................................................................................................................46 人員職責與崗位要求 ............................................................................................47 服務計劃 .........................................................................................................................48 服務時間 ................................................................................................................48 進場初始階段 ........................................................................................................48 第一個服務階段 ....................................................................................................49 第二個服務階段 ....................................................................................................49 服務總結和延續(xù)階段 ............................................................................................50第 5 章 應急服務方案 .............................................................................................................51 災難應急措施 .................................................................................................................51 應急措施體制圖與總則 .........