GB/T 28827.7-2022Information technology service—Operations and maintenance—Part 7: Cost measurement specification (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 7 of GB/T 28827 "Operation and Maintenance of Information Technology Services". GB/T 28827 has released 7 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.

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 all aspects of operation and maintenance services, improve the maturity of operation and maintenance capabilities, and improve user experience. 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. According to this document, establish the management method for the whole life cycle of the operation and maintenance project, and standardize the various aspects of project implementation.

A link 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.

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

GB/T 28827 "Information Technology Service Operation and Maintenance" is proposed to be divided into 8 parts.

--- Part 1: General requirements. The purpose is to propose the basic elements of information system operation and maintenance, and to provide operation and maintenance services.

All kinds of organizations should have the conditions and capabilities in these elements, and guide suppliers to improve and enhance their operation and maintenance service capabilities. and provide the buyer with the basis for selecting and evaluating suppliers.

--- Part 2: Delivery specifications. The purpose is to provide the delivery management, delivery content, delivery involved in the delivery process of operation and maintenance services Provide guidance on methods and deliverables, which can be used as a basis for buyers to select suppliers, and can also be used as suppliers to improve the delivery of operation and maintenance services. Competency guide.

--- Part 3: Emergency response specifications. The purpose is to propose the basic process of emergency response and process management requirements to improve the organization The ability to respond to emergencies, identify hidden dangers in advance, solve problems in a timely manner, and reduce the possible adverse effects of emergencies.

--- Part 4: Data center service requirements. The purpose is to specify the object, service strategy and delivery content of data center operation and maintenance services and other requirements, standardize the behavior of data center operation and maintenance service providers, improve service capabilities, and improve the work of data center operation and maintenance services efficiency.

--- Part 5: Desktop and peripheral equipment specifications. The purpose is to standardize the operation and maintenance of desktop and peripheral equipment service providers In order to improve service standardization and convenience, reduce security risks and operating costs.

--- Part 6: Application system service requirements. The purpose is to propose a system operation and maintenance service model, and to specify the operation and maintenance of the application Requirements for system design, delivery, operation, termination and evaluation.

--- Part 7: Cost metric specification. The purpose is to specify the method and process of operation and maintenance cost measurement, including the composition and Operational cost measurement process.

--- Part 8: Requirements for hospital information system management. The purpose is to guide the hospital information system service organization to improve and enhance its information System management capabilities.

This document proposes the composition, measurement model and measurement process of information system operation and maintenance service costs, aiming to provide information for operation and maintenance cost management.

Provide a basis to help both parties in the operation and maintenance service unify the project budget, clarify the content of operation and maintenance, make effective use of funds, and solve the procurement budget It is difficult to compile, guide both parties of operation and maintenance services to allocate resources efficiently and effectively, and ensure the information of relevant organizations on the basis of ensuring service quality The system operation and maintenance work is carried out normally to ensure the effective support and guarantee of informatization for the business.

1 Scope

This document specifies the composition of the operation and maintenance cost of information technology services, the measurement model of the operation and maintenance cost and the measurement of the operation and maintenance cost. process.

This document applies to all types of organizations implementing information technology service operation and maintenance cost measurement activities.

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 28827.2-2012 Information Technology Service Operation and Maintenance Part 2: Delivery Specifications

GB/T 29264-2012 Information Technology Service Classification and Code

GB/T 37696-2019 Requirements for Ability Evaluation of Information Technology Service Practitioners

SJ/T 11617 Software Engineering COSMIC-FFP A Functional Scale Measurement Method

SJ/T 11618 Software Engineering MKII Function Point Analysis and Counting Practice Guide

SJ/T 11619 Software Engineering Functional Scale Measurement NESMA Method

SJ/T 11620 Information Technology Software and Systems Engineering FiSMA1.1 Functional Scale Measurement Method

ISO/IEC 20926:2009 Software and systems engineering software measurement IFPUG functional scale measurement method

3 Terms and Definitions

The following terms and definitions apply to this document.