ITSS运维服务质量管理规范流程制度

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文件编号： LZYS/ITSS-QM-QI-001

版本号： V1.1

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运维服务质量管理规范

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目录

1编写目的 ________________________________________________________ 5 1.1 文档概述___________________________________________________________ 5 1.2 文档构架组成_______________________________________________________ 5 2概述 ____________________________________________________________ 6 2.1 制定依据___________________________________________________________ 6 2.2 制定目的___________________________________________________________ 6 2.3 适用范围___________________________________________________________ 6 3公司质量管理流程示意图 __________________________________________ 7 4人员与责任 ______________________________________________________ 8 1______________________________________________________________________ 8 2______________________________________________________________________ 8 3______________________________________________________________________ 8 4______________________________________________________________________ 8 4.1质量经理__________________________________________________________ 8 4.2部门级别人员与职责________________________________________________ 9 4.2.1质量管理部______________________________________________________ 9 4.2.2项目部__________________________________________________________ 9 4.2.3运行维护部______________________________________________________ 9 4.3项目质量专员_____________________________________________________ 10 5质量规划 _______________________________________________________ 11 5.1组织级质量规划___________________________________________________ 11 5.2项目级质量规划___________________________________________________ 11 6质量保证 _______________________________________________________ 12 6_____________________________________________________________________ 12 6.1流程文件_________________________________________________________ 12 6.2项目级质量保证___________________________________________________ 12 6.3公司级质量保证___________________________________________________ 12 6.4运行维护部人员质量保证___________________________________________ 13 7质量控制 _______________________________________________________ 13 7_____________________________________________________________________ 13 7.1服务质量管控指标的收集和分析_____________________________________ 13 7.2客户满意度调查：_________________________________________________ 13

8质量审计 _______________________________________________________ 14 8_____________________________________________________________________ 14 8.1目的_____________________________________________________________ 14 8.2运维服务质量内审_________________________________________________ 14 8.3管理评审_________________________________________________________ 14 8.4组织级质量审计检查点_____________________________________________ 15 5_____________________________________________________________________ 15 6_____________________________________________________________________ 15 7_____________________________________________________________________ 15 8_____________________________________________________________________ 15 8.1___________________________________________________________________ 15 8.2___________________________________________________________________ 15 8.3___________________________________________________________________ 15 8.4___________________________________________________________________ 15 8.4.1组织级质量管理检查_____________________________________________ 15 8.4.2运维服务能力检查_______________________________________________ 15 8.4.3人员检查_______________________________________________________ 17 8.4.4资源检查_______________________________________________________ 18 8.4.5技术检查_______________________________________________________ 19 8.4.6过程检查_______________________________________________________ 19 8.5 项目级质量检查点_________________________________________________ 21 8.5___________________________________________________________________ 22 8.5.1项目启动检查___________________________________________________ 22 8.5.2项目计划检查___________________________________________________ 22 8.5.3项目实施检查___________________________________________________ 23 8.5.4项目监控检查___________________________________________________ 23 8.5.5项目收尾检查___________________________________________________ 24 9质量改进 _______________________________________________________ 24