IT operation and maintenance management, what is a good solution

1, deep IT resource monitoring When IT resources failures, our first reaction is to quickly locate the root cause of the failure and failure to affect which business sectors, which business. Whether similar problems have occurred before, whether there is a molded solution and so on. To be able to quickly locate the root cause of the failure, first of all, we need to do a deep level of monitoring of IT resources. Especially for some application monitoring, through indicators to quantify the health of resources. When resources fail, you can quickly pinpoint the key performance indicators of the problem.

2, the establishment of the business impact on the scope of the judgment mechanism

When the resource failure, we need to quickly understand what he will be the business sector, which business impact. So we must have a reasonable and standardized mechanism to determine. And when several failures occur at the same time, the system can determine the importance of the services affected by the business, in order to determine the priority of the recovery failure. In addition, we must also have KPI reports, statistical service availability.

3, automatically associated with similar failures

When the resource failure, if it can be automatically associated with similar failures, then it will greatly improve our efficiency in dealing with failures, improve the level of IT services. Through the knowledge submission, review, release, query and other functions automatically precipitate the IT department in the daily operation and maintenance of the work experience to help support staff at all levels to improve the level of skills, simplify the task of IT services, while reducing the dependence on specific individuals. And the knowledge base should be closely integrated with the FAQ to truly enhance the efficiency of operation and maintenance.

4, expand IT service channels, improve service quality

The establishment of operations and maintenance personnel and the user contact points, unified acceptance of the user's consultation, service requests, fault repair, complaints and so on. And when the user can query through the FAQ previous similar faults. This allows users to solve problems on their own, thus reducing the workload of operation and maintenance personnel, improving operation and maintenance efficiency, and increasing user satisfaction.

The daily customer service IT operation and maintenance based on ITIL best practice experience, to provide users with operation and maintenance management process, and provides ITIL-based job definition, process design tools, form design tools, ITIL-based process templates and various elements of the library to help enterprises in IT operation and maintenance management work, not only to be able to effectively and orderly incident management, problem management, Configuration management, change management, release management, to achieve the purpose of service support, but also to provide service level management, availability management, capacity management, to achieve the purpose of service delivery.