【正文】 .......................................................................29 一般信息化設(shè)備及相關(guān)軟件運(yùn)維管理 .........................................................................33 一般信息化設(shè)備服務(wù)范圍 ....................................................................................33 一般信息化設(shè)備運(yùn)維 ............................................................................................33 例行維護(hù)流程圖 ....................................................................................................34 一般設(shè)備服務(wù)方案 ................................................................................................35 防（殺）病毒服務(wù) .........................................................................................................40 防病毒服務(wù)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(jí)軟件 ........................................................................................41 防毒組件及時(shí)更新 ................................................................................................41 每周防毒系統(tǒng)部署情況統(tǒng)計(jì) ................................................................................42 每周對(duì)產(chǎn)生的病毒事件進(jìn)行評(píng)估 ........................................................................42 信息資產(chǎn)巡檢及普查服務(wù) .............................................................................................42 主動(dòng)巡檢 ................................................................................................................42 信息資產(chǎn)普查 ........................................................................................................43 其它有關(guān)說明及要求 .....................................................................................................43第 4 章 .............................運(yùn)維服務(wù)計(jì)劃方案45 運(yùn)維服務(wù)準(zhǔn)備 .................................................................................................................45 簽定必要的協(xié)議和約定 ........................................................................................45 人員準(zhǔn)備 ................................................................................................................45 工具準(zhǔn)備 ................................................................................................................45 專業(yè)資料整理分享 完美 WORD 格式編輯 項(xiàng)目人員組織 .................................................................................................................46 人員結(jié)構(gòu) ................................................................................................................46 人員職責(zé)與崗位要求 ............................................................................................47 服務(wù)計(jì)劃 .........................................................................................................................48 服務(wù)時(shí)間 ................................................................................................................48 進(jìn)場(chǎng)初始階段 ........................................................................................................48 第一個(gè)服務(wù)階段 ....................................................................................................49 第二個(gè)服務(wù)階段 ....................................................................................................49 服務(wù)總結(jié)和延續(xù)階段 ............................................................................................50第 5 章 .................................................應(yīng)急服務(wù)方案51 災(zāi)難應(yīng)急措施 .................................................................................................................51 應(yīng)急措施體制圖與總則 ........................................................................................51 大型災(zāi)難緊急行動(dòng)方案 ........................................................................................52 運(yùn)行服務(wù)應(yīng)急方案 .........................................................................................................55 啟動(dòng)應(yīng)急流程 ........................................................................................................55 成立應(yīng)急小組 ........................................................................................................58 應(yīng)急處理過程 ........................................................................................................58 應(yīng)急處理結(jié)果評(píng)估 ................................................................................................59 統(tǒng)計(jì)和報(bào)告 ............................................................................................................59第 6 章服務(wù)水平質(zhì)量承諾及服務(wù)管理 ...............................................62 服務(wù)水平體系 .................................................................................................................62 報(bào)告服務(wù) ................................................................................................................62 管理類服務(wù) ............................................................................................................62 專業(yè)資料整理分享 完美 WORD 格式編輯 主動(dòng)式服務(wù) ............................................................................................................63 響應(yīng)式服務(wù) ............................................................................................................63 服務(wù)承諾 .....................................................................................................................64 服務(wù)級(jí)別承諾 ........................................................................................................64 服務(wù)質(zhì)量承諾 ........................................................................................................65 服務(wù)管理 .....................................................................................................................65 服務(wù)管理總則 ............................................................................................