信息技術的高速發展，企業信息系統越來越復雜，企業對關鍵信息系統的依賴程度也越來越高，以及不計其數的各類行業應用系統，是支持公司業務增長的強勁動力和基礎設施。因此，如何保障信息系統的安全、穩定運行，從而保障公司的核心業務，為IT運維外包服務市場提供了廣擴的市場。
做IT運維服務就是要為客戶解決問題，因此將客戶的需求放在第一位永遠是最重要的，圍繞這個理念我們就必須有完美的服務和專業技術支持。基于IT運維公司面對的是不同行業的客戶，不同行業對運維管理工作有不一樣的要求，我們必須對客戶現狀、當前問題多角度、多維度的分析，那么提高企業IT運維管理水平就必須進行系統化的提升，應快速向現代化運維管理模式進行轉變。
IT管理和運維工作涵蓋了各行業的各崗位中，如何提高工作效率，規避風險，更好的做好IT管理和運維工作，已經成為一個不斷探索和研究的新興課題。
【資料圖】
01 轉變IT運維管理工作方式和理念
強調從技術型向管理型轉變。各企事業單位的應用系統和網絡系統已經成支撐業務正常運轉的重要基礎，保證應用系統和網絡系統的正常運行和使用成為了IT運維工作的重中之重。IT運維部門的職能應當從傳統的重服務輕管理，逐步轉變為服務與管理并行，規范化與人性化相輔相成的模式，以適應現代化信息的工作模式。
02 建立完善的內部信息共享平臺
從基礎設施。應用系統和業務服務三個方面打造完善的信息共享和資源監控平臺。能建立有效的信息資源庫，減低對關鍵技術人員的依賴，為日常IT運維和管理工作提供有效的保障：基礎設施管理方面，對網絡，應用系統軟、硬件等資源進行細化管理，詳細記錄電子設備的出入庫、維保、報廢等環節。保證資源的有效利用；應用系統管理方面，對于各類應用系統的備份，日常維護進行有效管理控制，保證所有應用系統數據的一致性、準確性、及時性、可用性和完整性，并根據實際需要不斷進行改進、完善或更新；業務服務管理方面，盡可能的記錄所有的事件要素，包括問題描述、解決方案、操作人員等等。使得部門對人員的考核有了量化的標準，同時這個過程也有助于知識積累，形成有效的知識庫，可以極大地減少對關鍵人員的依賴，降低人員流失的風險。
03 清理、簡化現有IT運維管理制度
形成適合企事業單位管理實際的制度體系。以建立完整、規范、有效的內部規章制度體系為目標，緊密聯系工作實際，按照適用、可行、合法、有效的原則，對現有規章制度進行全面的自查和清理。按照IT運維管理工作的職能分工分層次、分步驟地對制訂的各項內部管理制度規程進行分類清理，從制度內容的適用性、可行性、依據和效力的合法性、執行的有效性等方面進行了逐條審核，并結合實際工作，對上級部門制訂的內部管理制度與當前實際工作不符的情況進行修訂和完善。逐步擯棄傳統的“人管人”的工作模式，形成以制度帶動人，以制度帶動工作的長效機制。
信息技術服務標準(ITSS)，是在工業和信息化部、國家標準化委的領導和支持下，由ITSS工作組研制的一套IT服務領域的標準庫和一套提供IT服務的方法論，對IT服務的組成要素、IT服務的生命周期、規劃設計、部署實施、服務運營、持續改進以及監督管理都作了詳細的規定并對其進行標準化，內容涉及信息系統建設、運行維護、服務管理及外包等業務領域。ITSS是我國IT服務行業最佳實踐的總結和提升，是國家針對信息技術運維服務能力制定的最高標準。
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