【正文】 XX 信息技術(shù)有限公司IT 外包服務(wù)方案DADA20221129XX 技術(shù)有限公司 第 2 頁(yè) 目錄第 1 章 項(xiàng)目概 況 .......................................................................................................................3 項(xiàng)目背景 ...........................................................................................................................3 項(xiàng)目目標(biāo) ...........................................................................................................................3 需求分析 ...........................................................................................................................3第 2 章 運(yùn)維服務(wù)管理體系建設(shè) ...............................................................................................5 IT 服務(wù)管理概述 ...............................................................................................................5 運(yùn)維服務(wù)管理流程體系 ...................................................................................................6 服務(wù)支持 ..................................................................................................................7 服務(wù)提供 ................................................................................................................13 運(yùn)維服務(wù)管理規(guī)劃 .........................................................................................................17 第一階段：服務(wù)磨合階段 ....................................................................................17 第二階段：主動(dòng)服務(wù)階段 ....................................................................................20 第三階段：戰(zhàn)略規(guī)劃階段 ....................................................................................23 運(yùn)維服務(wù)質(zhì)量管理 .........................................................................................................23 建立運(yùn)維管理規(guī)范 .........................................................................................................25 運(yùn)維管理規(guī)范概要 ................................................................................................25第 3 章 信息系統(tǒng)運(yùn)行保障方案 .............................................................................................27 統(tǒng)一服務(wù)臺(tái)建設(shè) .............................................................................................................27 建立文檔管理制度 .........................................................................................................28 一般信息化設(shè)備及相關(guān)軟件運(yùn)維管理 .........................................................................32 一般信息化設(shè)備服務(wù)范圍 ....................................................................................32 一般信息化設(shè)備運(yùn)維 ............................................................................................32 例行維護(hù)流程圖 ....................................................................................................33XX 技術(shù)有限公司 第 3 頁(yè) 一般設(shè)備服務(wù)方案 ................................................................................................34 防（殺）病毒服務(wù) .........................................................................................................39 防病毒服務(wù)需求 ....................................................................................................39 制定合理的防病毒策略和安全管理制度。 ........................................................39 客戶端防病毒升級(jí)軟件 ........................................................................................40 防毒組件及時(shí)更新 ................................................................................................40 每周防毒系統(tǒng)部署情況統(tǒng)計(jì) ................................................................................41 每周對(duì)產(chǎn)生的病毒事件進(jìn)行評(píng)估 ........................................................................41 信息資產(chǎn)巡檢及普查服務(wù) .............................................................................................41 主動(dòng)巡檢 ................................................................................................................41 信息資產(chǎn)普查 ........................................................................................................42 其它有關(guān)說明及要求 .....................................................................................................42第 4 章 運(yùn)維服務(wù)計(jì)劃方案 .....................................................................................................44 運(yùn)維服務(wù)準(zhǔn)備 .................................................................................................................44 簽定必要的協(xié)議和約定 ........................................................................................44 人員準(zhǔn)備 ................................................................................................................44 工具準(zhǔn)備 ................................................................................................................44 項(xiàng)目人員組織 .................................................................................................................45 人員結(jié)構(gòu) ................................................................................................................45 人員職責(zé)與崗位要求 ............................................................................................46 服務(wù)計(jì)劃 .........................................................................................................................47 服務(wù)時(shí)間 ................................................................................................................47 進(jìn)場(chǎng)初始階段 ........................................................................................................47 第一個(gè)服務(wù)階段 ....................................................................................................48 第二個(gè)服務(wù)階段 ....................................................................................................48 服務(wù)總結(jié)和延續(xù)階段 ............................................................................................49第 5 章 應(yīng)急服務(wù)方案 .............................................................................................................50XX 技術(shù)有限公司 第 4 頁(yè) 災(zāi)難應(yīng)急