以故障管理为核心的运维服务评价体系研究

Research on Operation and Maintenance Service Evaluation System with Fault Management as the Core

计算机系统随着长时间的运行、环境的变化、运行期间系统的缺陷修复和系统升级等因素,总会出现各种各样的问题或故障,导致的影响有大有小,产生的原因也是多种多样的,处理时效有紧急和非紧急的,这些问题或故障是运维人员最关心的,同时也是影响运维服务质量的最重要的要素。本文以目前采用的运维服务评价体系为基础,引入以故障管理为核心的评价指标来丰富和完善运维服务评价体系,该评价体系从故障影响的系统范围,涉及到的业务影响,故障产生的原因,故障的分级等方面对故障管理为核心的运维服务评价体系进行了阐述,并在评价体系的每个环节都给出了具体的操作方法,做到了该评价体系的可量化和可落地。

With long-term operation,environmental changes,system defect repair and system upgrades during operation,there are always various problems or failures in computer system,resulting in large and small impacts.And the causes are various,and the processing time is urgent and non-urgent.These problems or failures are the most important concerns of the operation and maintenance personnel,and are also the most important factors affecting the quality of operation and maintenance services.Based on the current operation and maintenance service evaluation system,this paper introduces the evaluation index with fault management as the core to enrich and improve the operation and maintenance service evaluation system.The evaluation system describes the operation and maintenance service evaluation system with fault management as the core from the scope of the system affected by the failure,the business impact involved,the cause of the failure,and the classification of the fault,and is in every aspect of the evaluation system.The specific operation method is given,which makes the evaluation system quantifiable and can be implemented.