运维服务能力管理手册.docVIP

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运维服务能力

管理手册

审核:XXX

批准:XXXX

版本.修改号:A.0

受控状态:受控

编号:XXXXX

XX年X月X日发布XX年X月X日实施

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版本.修改号:A.0第1页/共56页

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目录

0.1运维服务能力管理手册发布令..........................6

0.2任命书.............................................70.3公司简介..........................................81.目的..............................................92.适用范围..........................................93.引用标准和术语定义.................................94.组织架构及相关机构职责............................10

4.1运维部职责....................................10

4.2客户服务部职责................................10

4.3质量保证部职责................................11

4.4人力资源部职责................................12

4.5销售部职责:..................................12

4.6物资采购部职责................................13

4.7质量检验部职责................................13

4.8技术管理部职责................................14

4.9研发部职责....................................145.质量体系.........................................14

5.1第一层文件:运维服务能力管理手册................15

5.2第二层文件:程序文件...........................15

5.3第三层文件:指导书.............................16版本.修改号:A.0第2页/共56页

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5.4第四层文件:记录...............................166.运维服务战略与组织................................166.1运维服务方针与目标.............................166.2运维服务战略..................................176.3运维服务组织与职责.............................177.运行维护服务能力管理..............................207.1策划..........................................207.2实施..........................................237.3检查..........................................247.4改进..........................................268.交付.............................................268.1交付策划......................................278.2交付实施......................................288.3交付检查......................................288.4交付改进......................................299.应急.............................................309.1应急准备...........