DB43/T 2256-2021 信息技术应用创新工程建设规范第 13 部分：国产化信息系统运行维护规范

ICS01.140.20

CCSL70

43

湖南省地方标准

DB43/T2256—2021

信息技术应用创新工程建设规范

第13部分：国产化信息系统运行维护规范

EngineeringspecificationfortheApplication

InnovationProjectofInformationTechnology

Part13:Specificationfortheoperationandmaintenance

oflocalizationinformationsystem

2021-12-29发布2022-03-29实施

湖南省市场监督管理局发布

DB43/T2256—2021

目次

前言··························································································································V

引言························································································································Ⅶ

1范围·····················································································································1

2规范性引用文件······································································································1

3术语、定义和缩略语································································································1

3.1术语和定义······································································································1

3.1.1运行维护服务operationandmaintenanceservice········································1

3.1.2运行维护服务对象operationandmaintenanceserviceobjects······················1

3.1.3运行维护服务内容operationandmaintenanceservicecontent······················1

3.1.4关键考核项keyassessmentitems·····························································2

3.1.5人员personnel························································································2

3.1.6资源resources························································································2

3.1.7技术technology·······················································································2

3.1.8服务台servicedesk·················································································2

3.1.9服务级别协议servicelevelagreement·······················································2

3.1.10过程、方法与系统的统称DevelopmentOperations········································2

3.2缩略语············································································································2

4通用要求···············································································································2

4.1运维服务能力···································································································2

4.1.1概述·········································································································2

4.1.2要素·········································································································2

4.1.3关键考核项································································································3

4.1.4管理原则···································································································3

4.2运维服务能力管理·····························································································3

4.2.1概述·········································································································3

4.2.2评估·········································································································3

4.2.3实施·········································································································3

4.2.4检查·········································································································3

4.2.5改进·········································································································4

4.3运维管理体系组织·····························································································4

4.3.1要求·········································································································4

4.3.2关键考核项································································································4

4.4运维制度管理···································································································4

I

DB43/T2256—2021

4.4.1要求·········································································································4

4.4.2关键考核项································································································4

5人员管理···············································································································5

5.1目的···············································································································5

5.2人员管理·········································································································5

5.2.1要求·········································································································5

5.2.2关键考核项································································································5

5.3组织架构·········································································································5

5.3.1要求·········································································································5

5.3.2关键考核项································································································6

5.4知识与技能······································································································6

5.4.1要求·········································································································6

5.4.2关键考核项································································································6

5.5综合能力·········································································································6

5.5.1要求·········································································································6

5.5.2关键考核项································································································7

5.6安全意识管理···································································································7

5.6.1要求·········································································································7

5.6.2关键考核项································································································7

6资源管理···············································································································7

6.1服务台············································································································7

6.1.1要求·········································································································7

6.1.2关键考核项································································································8

6.2知识库············································································································8

6.2.1要求·········································································································8

6.2.2关键考核项································································································8

7过程管理···············································································································8

7.1服务报告管理···································································································8

7.1.1要求·········································································································8

7.1.2关键考核项································································································9

7.2事件管理·········································································································9

7.2.1要求·········································································································9

7.2.2关键考核项································································································9

7.3问题管理·········································································································9

7.3.1要求·········································································································9

7.3.2关键考核项·························································