GB/T 28827.3-2012Information technology service - Operations and maintenance - Part 3: Emergency response specification (English PDF)

Foreword

GB/T 28827 "IT service operation and maintenance" is divided into six sections.

--- Part 1. General requirements;

--- Part 2. Delivery specification;

--- Part 3. Emergency Response Specification;

--- Part 4. Data center service standards;

--- Part 5. Desktop and peripherals service specification;

--- Part 6. Application service specification.

This section GB/T Part of 328,827.

This section drafted in accordance with GB/T 1.1-2009 given rules.

Please note that some of the content of this document may involve patents. Release mechanism of the present document does not assume responsibility for the identification of these patents.

Introduction

With the depth of various industries, working in various fields of information technology, more and more of the information system into operation and maintenance phase. However, provided Various organizations ability level of operation and maintenance services is uneven, the demand side, the lack of a method for evaluating or selecting suppliers, tools and specifications.

GB/T 28827 "Information Technology Services Operation and Maintenance" provides operation and maintenance services to provide IT organizations should have the ability to service Delivery form and content, as well as operation and maintenance services in emergency response procedures and management methods. The relationship between the various parts shown in Fig.

FIG. 1 GB /relationship between the various parts T 28827

This section presents the basic process of emergency response, as well as process management requirements, aims to enhance the emergency response capacity of the organization, early discovery Problems, solve the problem and reduce the adverse effects of the emergency event may bring.

The present part of emergency response involved are different. In general, the former is mainly related to IT services; and The latter mainly related to natural disasters, accidents, disasters, public health incidents and social safety incidents and other emergencies to deal with business areas.

This section does not involve the construction of information systems, but in the information systems operation and maintenance phase, through the implementation of the emergency response, the feedback system can Results, and constantly adapting to the system of business development, to guide the development of information systems to improve and upgrade work.

Section 4 of this chapter presents the process of operation and maintenance services in the emergency response, the process is divided into four main stages, and each stage Work content are described.

Chapter 5 of this section sets out requirements for emergency preparedness work phase.

Chapter 6 of this section specifies the requirements for monitoring and early warning work phase.

Chapter 7 provisions of this part of the job requirements for emergency response phase.

Chapter 8 summarizes the provisions of this part of the job requirements to improve the stage.

Appendix A of this part of the emergencies division level elements and grading procedures.

Appendix B of this part of the work content of each stage of the emergency response and daily work, fault response, focusing on security and other different periods Correspondence between the type of activity.

1 Scope

This section GB/T 28827 specifies the basic activities and tasks of emergency response procedures.

This section applies to maintenance guidance in economic construction, social management and public services and other areas of production and business critical information systems run Implementation and management of emergency response.

This section also applies to organizations to meet emergency response needs to carry out the implementation of information systems to improve and upgrade work.

This section does not apply to telecommunications infrastructure and telecommunications business systems operation and maintenance.

2 Normative references

The following documents for the application of this document is essential, dated references, only the dated version suitable for use herein Member. For undated references, the latest edition (including any amendments) applies to this document.

GB/T 28827.1-2012 Information Technology Services Operation and Maintenance - Part 1: General requirements

3 Terms and Definitions

GB/T 28827.1-2012 and as defined in the following terms and definitions apply to this document.

4 Emergency Response Process Overview

4.1 Stage process of division Emergency Response

This section operation and maintenance services in the emergency response process is divided into four main phases. emergency preparedness, monitoring and early warning, emergency response and Summarizes improvements. as shown in picture 2.