GB/T 28827.1-2022Information technology service—Operations and maintenance—Part 1: General requirements (English PDF)

Foreword

This document is in accordance with the provisions of GB/T 1.1-2020 "Guidelines for Standardization Work Part 1: Structure and Drafting Rules of Standardization Documents" drafted.

This document is Part 1 of GB/T 28827 "Operation and Maintenance of Information Technology Services". GB/T 28827 has issued the following part.

--- Part 1: General requirements;

--- Part 2: Delivery Specifications;

--- Part 3: Specifications for emergency response;

--- Part 4: Data center service requirements;

--- Part 6: Application system service requirements;

--- Part 7: Cost Metric Specification;

--- Part 8: Requirements for hospital information system management.

This document replaces GB/T 28827.1-2012 "Information Technology Service Operation and Maintenance Part 1: General Requirements", and Compared with GB/T 28827.1-2012, in addition to structural adjustment and editorial changes, the main technical changes are as follows.

---Chapter 4, the "operation and maintenance service capability model" was changed, and the elements, key indicators and management principles in the 2012 version of the model were proposed.

It has been upgraded to the Operation and Maintenance Capability System (MCS), and the contents of "governance requirements" and "value realization" have been added. Governance requirements are formed Guide the operation and maintenance capability system (MCS), and the operation and maintenance capability system (MCS) can "enable" the value, and the value realization will lead to the operation The Maintenance Capability System (MCS) proposes a new model of "capability requirements".

--- Chapter 5 was changed to "Capacity Building Requirements", and "5.1 General Requirements", "5.2 Governance" and "5.3.5 Value Realization" were added. Will The requirements for planning, implementation, inspection and improvement in Chapter 5 of the 2012 edition are changed to "5.3 Capability Management" after detailing the content.

---Chapter 6 adds the requirements for personnel ability planning, post structure and personnel ability evaluation, and forms the requirements for personnel ability planning, post The management cycle structure from structure, personnel reserve, personnel training, performance management to ability evaluation. Removed references to articles in the 2012 edition requirements for key indicators.

---Chapter 7, the content of Chapter 9 of the 2012 edition was moved to Chapter 7, and "7.2 Process Framework Design" was added to emphasize the inter-process The association and promotion of relationships, adding "7.10 Service Availability and Continuity Management" to meet new models such as the Internet for business and service continuity requirements, "7.11 System Capacity Management" has been added to meet the demand side's requirements for the number and performance of service assets. management requirements. The requirement for key indicators in each article of the 2012 edition has been removed.

---Chapter 8, deleted "8.3 Techniques related to problem discovery" and "8.4 Techniques related to problem solving" in the 2012 edition, Integrate these two contents into "8.3 Technology R&D". Added "8.2 Technology Management" and "8.4 Technology Application", emphasizing Management requirements for technology, and requirements for using technology to improve the efficiency and performance of a system or business.

---Chapter 9, moved the content of Chapter 7 of the 2012 edition to Chapter 9, and added "9.5 Final Software Library" and "9.6 Service Numbers" According to ", emphasizing the version management of application software and the role of data in improving the operation and maintenance service capabilities, the 2012 version of the "7.5 Knowledge Base" was changed to "9.7 Service Knowledge", expanding the scope of knowledge management. Removed the checkpoints in each article of the 2012 edition requirements for key metrics.

---Appendix A, revised the service objects and content, supplemented and refined the two service objects of virtual resources and applications.

Introduction

At present, my country has gradually entered the digital age from the information age. The focus of information work in various industries and fields is from the business needs With the rapid development and application of many emerging information technologies, a wider range of The new ecology of economic development based on information technology brings both new opportunities and new challenges to all parties.

--- Deep integration of traditional industries and the Internet.

---Through the analysis and integration of big data, transform the industrial structure and accelerate the industrial upgrading.

---The popularity of cloud services and the rapid growth of cloud-based applications.

---The new system architecture under cloud computing has higher operational service capability requirements.

---Wide application of many new technologies such as the Internet of Things and blockchain.

These challenges exist in all aspects of the O&M lifecycle. However, the capacity of various organizations providing O&M services The level is uneven, the organization lacks methods and means to evaluate or select the capabilities of service providers, and service providers also lack the ability to improve their own services specifications and guidelines.

GB/T 28827 starts from the service capability management of operation and maintenance, abstracts the elements of service capability, and focuses on capability building and capability Element management and other aspects to build an operation and maintenance service capability management system; at the same time, for the relatively common services in the operation and maintenance service process The delivery and emergency response process clearly defines the specification requirements; it also defines the service delivery content and specification requirements for different service objects, and also defines the service delivery content and specification requirements.

In addition, relevant specifications are put forward for the measurement of operation and maintenance service costs.

GB/T 28827 applies to the following modes or scenarios.

---Organizations or institutions with information systems. This document can be used for reference to improve the management framework of organizational construction capabilities, improve operation and maintenance capabilities reduce operational risks and promote digital transformation.

---Informatization departments of various enterprises and institutions. this document can be introduced to standardize the operation and maintenance management process of information systems and introduce new technologies Improve business models and establish scientific methods for evaluating or selecting service providers.

---Service provider. Refer to this document to improve the capability level of various aspects of operation and maintenance services, improve the maturity of operation and maintenance capabilities, User experience and service value.

---Third-party consulting or evaluation agency. Provide supervision, evaluation, consulting planning and other services for all parties based on this document.

---Information system operation and maintenance project. establish a management method for the entire life cycle of the operation and maintenance project in accordance with this document, and standardize the implementation of the project All aspects of the project to continuously improve the service level of the project.

---Information technology service practitioners. with the help of this document, learn the theoretical knowledge of operation and maintenance service management, master the ability of operation and maintenance service A method of continuous improvement.

GB/T 28827 "Information Technology Service Operation and Maintenance" is proposed to consist of 8 parts.

--- Part 1: General requirements;

--- Part 2: Delivery Specifications;

--- Part 3: Specifications for emergency response;

--- Part 4: Data center service requirements;

--- Part 5: Specifications for desktops and peripherals;

--- Part 6: Application system service requirements;

--- Part 7: Cost Metric Specification;

--- Part 8: Requirements for hospital information system management.

The relationship between the various parts of GB/T 28827 is shown in Figure 1.

This document proposes a management common framework for information system operation and maintenance, aiming to improve the ability of all parties to create, use and manage operation and maintenance. communication and cooperation, as well as clarifying the requirements and key indicators that need to be met in capacity building and capacity element management, and guiding service providers Build an operation and maintenance service capability system, realize service value in various business scenarios, and meet the most concerned users in the digital age It provides the basis for the buyer to select and evaluate the service provider, and also provides information for the relevant national and local laws and regulations, and industry management measures. Implementation support is provided.

1 Scope

This document describes the O&M service capability model and specifies O&M capability building, personnel, process, technology, resources and other capabilities element requirements.

This document applies to the parties involved in the operation and maintenance services.

2 Normative references

The contents of the following documents constitute essential provisions of this document through normative references in the text. Among them, dated citations documents, only the version corresponding to that date applies to this document; for undated references, the latest edition (including all amendments) applies to this document.

GB/T 28827.3 Information Technology Service Operation and Maintenance Part 3: Emergency Response Specifications

3 Terms and Definitions

The following terms and definitions apply to this document.