ITSS人员要素在IT运维管理中的实践

Practices of Personnel Under ITSS Concept in IT Operations and Maintenance Management

以IT运维行业为背景,提出目前运维工作中遇到的人员问题并给出了解决建议。通过运用信息技术服务标准(ITSS)核心四要素中的人员要素,从人员储备、岗位结构、绩效考核等方面加强能力建设,提升人员知识、技能和经验等关键指标,全面提高人员能力,使企业的运维水平和竞争力得到显著提高。

In the context of IT operations and maintenance management, this essay discusses the problem of personnel in current operations and provides suggesting solutions. It aims at promoting the operation level and competitiveness of the enterprise through the application of personnel, one of the four core IT service components suggested by ITSS, strengthening capability building in areas as human resource reserve, organizational position structures and performance appraisal, upgrading personnel＇s knowledge, skills and experiences, and promoting the ability of personnel in a comprehensive way.