信息技术应用创新工程建设规范 第13部分：国产化信息系统运行维护规范 Engineering specification for the Application Innovation Project of Information Technology Part 13:Specification for the operation and maintenance of localization information system43 湖南省地方标准 ICS CCS 01.140.20 L 70 DB43/T2256—2021 发 布 湖南省市场监督管理局2021-12发布-29 2022-03实施-29 DB43/T 2256—2021 I 目 次 前言 ································ ································ ································ ·························· V 引言 ································ ································ ································ ························ Ⅶ 1 范围 ································ ································ ································ ····················· 1 2 规范性引用文件 ································ ································ ································ ······ 1 3 术语、定义和缩略语 ································ ································ ································ 1 3.1 术语和定义 ································ ································ ································ ······ 1 3.1.1 运行维护服务 operation and maintenance service ································ ········ 1 3.1.2 运行维护服务对象 operation and maintenance service objects ······················ 1 3.1.3 运行维护服务内容 operation and maintenance service content ······················ 1 3.1.4 关键考核项 key assessment items ································ ····························· 2 3.1.5 人员 personnel ································ ································ ························ 2 3.1.6 资源 resources ································ ································ ························ 2 3.1.7 技术 technology ································ ································ ······················· 2 3.1.8 服务台 service desk ································ ································ ················· 2 3.1.9 服务级别协议 service level agreement ································ ······················· 2 3.1.10 过程、方法与系统的统称 Development Operations ································ ········ 2 3.2 缩略语 ································ ································ ································ ············ 2 4 通用要求 ································ ································ ································ ··············· 2 4.1 运维服务能力 ································ ································ ································ ··· 2 4.1.1 概述 ································ ································ ································ ········· 2 4.1.2 要素 ································ ································ ································ ········· 2 4.1.3 关键考核项 ································ ································ ································ 3 4.1.4 管理原则 ································ ································ ································ ··· 3 4.2 运维服务能力管理 ································ ································ ····························· 3 4.2.1 概述 ································ ································ ································ ········· 3 4.2.2 评估 ································ ································ ································ ········· 3 4.2.3 实施 ································ ································ ································ ········· 3 4.2.4 检查 ································ ································ ································ ········· 3 4.2.5 改进 ································ ································ ································ ········· 4 4.3 运维管理体系组织 ································ ································ ····························· 4 4.3.1 要求 ································ ································ ································ ········· 4 4.3.2 关键考核项 ····················