神州数码公司ERP运维方案(参考资料)目录1服务的概述......................................................................................................................41.1服务定义..........................................................................................................41.2服务理解..........................................................................................................41.2.1保障作为企业核心运营系统的安全/稳定运行......................................41.2.2高效运行...................................................................................................41.2.3持续改善...................................................................................................41.3服务架构..........................................................................................................52服务的内容......................................................................................................................62.1响应支持服务...................................................................................................62.1.1远程支持服务...........................................................................................62.1.2现场支持服务...........................................................................................72.1.3故障解决服务...........................................................................................72.2主动服务..........................................................................................................82.2.1克隆/备份.................................................................................................82.2.2巡检...........................................................................................................82.2.3培训.........................................................................................................102.2.4系统监控.................................................................................................112.3优化改善服务.................................................................................................112.3.1系统安装、升级服务.............................................................................112.3.2二次开发服务.........................................................................................122.3.3方案规划服务.........................................................................................122.3.4系统实施服务.........................................................................................122.4增值服务........................................................................................................122.4.1提出优化建议.........................................................................................122.4.2组织专题研讨会.....................................................................................122.4.3组织应用经验交流会.............................................................................123服务的管理流程............................................................................................................133.1服务的组织架构.............................................................................................143.2问题请求和分配的流程.................................................................................143.3远程服务的流程.......................
