The Optimization Of IT Operation And Maintenance Management In FAW Capital Holdings Co.,Ltd.

Nowadays,with the rapid development of IT technology,all walks of life attach great importance to information construction,so that IT technology and business are deeply integrated,and business development is increasingly dependent on IT support.The stability of IT infrastructure and systems directly affects business Continuity.There are four stages in the life cycle of IT infrastructure and systems,namely planning and design,procurement and implementation,operation and maintenance,and obsolescence.Operation and maintenance are referred to as "operation and maintenance" in the industry,which is the duration of the life cycle.The longest stage is also the stage that has the greatest impact on business continuity.However,in the context of emphasizing "technological innovation" and "technological empowerment" in the initial stage of the company's informatization construction,it is precisely because IT operation and maintenance cannot directly lead business transformation at this stage,and it is difficult to quantify the value to the business intuitively,so it is often not obtained.attention.As the scale of IT system applications and technical facilities grows,failures and problems are often not effectively dealt with and prevented.The "ceiling" of the original passive triggered management model is gradually exposed,and the continuous increase in operation and maintenance manpower and capital The investment is in contradiction with the fact that the number of operation and maintenance events has increased and management status has not decreased.The IT organization's awareness of operation and maintenance has begun to strengthen,and the continuous availability of IT systems and infrastructure has been put on the management agenda.O&M has begun to move toward proactive and standardized changes.FAW Capital Holdings Co.,Ltd.IT operation and maintenance management is in this management change period.Since the establishment of the company in 2012,no special O&M positions have been designed,and infrastructure and system builders will undertake O&M tasks part-time.To set up special departments and post management,cultivate internal operation and maintenance personnel capabilities,introduce third-party outsourcing teams to undertake operation-level operation and maintenance work,operation and maintenance tasks have been resolved in a more timely manner.However,with the expansion of the team size,the division of labor is gradually refined,and the differences in personnel capabilities and attitudes have created new management problems,such as internal conflicts caused by uneven task distribution,employee complaints caused by incomplete problem resolution,and more caused by improper handling.More serious operation and maintenance incidents,poor communication and collaboration have led to mutual blame and so on.I am deeply in charge of the operation and maintenance management of FAW Capital Holdings Co.,Ltd.,and I feel that the current state of operation with high labor input and low value output,busy staff,and frequent risk events is no longer a technical capability level.The problem,but the lack of rules,negligence of control,and internal management chaos caused by management problems.Combining systematic management of duties,systems,norms,processes and other management is the core of improving the effectiveness of O&M.Based on the current status of IT operation and maintenance management of FAW Capital Holdings Co.,Ltd.,this paper analyzes many problems in the current operation and maintenance management process,draws on the classification and process in the mature operation and maintenance service management methodology of the IT industry,and re-plans the IT operation and maintenance management process Framework and process rules.First of all,from the perspective of changing the division of responsibilities for operation and maintenance,reorganize the organization and upgrade the establishment of dummy teams and positions.Grouped by teams based on management objects,such as desktop groups,server groups,system groups,and network groups,into event groups,problem groups,and change groups based on process management.Secondly,according to the needs of process management and personnel capabilities,divide responsibilities and technical levels within the group,such as service acceptance personnel,first-line operation and maintenance,second-line operation and maintenance,vendor operation and maintenance,etc.,and balance the workload reasonably to saturate the work of low-tech personnel,High-tech capabilities focus on tackling and optimizing.Third,pay attention to the closed-loop management within the process and the upgrade and conversion between the processes,redefine the rules,so that the process has tracking,control and traceability,and effectively improve the one-time resolution rate and ability to control risks.Finally,supporting the establishment of other necessary supporting processes and systems,online management and records to ensure consistent information from multiple parties.After implementing process optimization,the following effects are expected.First,all operation and maintenance events will be handled in accordance with established rules,process tracking and control on the wire,and the effects and risks of operation and maintenance processing are not dependent on personal work attitude and technical ability.Second,track the execution process of the process,adjust the distribution of personnel reasonably,and fully saturate the workload of the personnel to use the technical ability reasonably.Third,to further enhance collaboration capabilities within the organization,the disposal process can be traced to the source,and management and statistical information are consistent to support continuous process optimization and improvement.