【Summary】
In January 2021, I participated in the operation and maintenance service project of a provincial Department of Ecology and Environment as a system planner and manager. I was mainly responsible for the organization and management of the project's operation and maintenance service planning, design, deployment and implementation. The contract amount of the project is 855,000 yuan, and the contract period is one year. The project mainly includes the information comprehensive platform of the Department of Ecology and Environment and its subsystems (pollution source online monitoring system, air quality index (AQI) real-time automatic release system, and monitoring of key pollutant discharge units system, hazardous waste disposal system, online approval system, department portal, etc.), as well as application servers, database servers, network equipment, storage and backup equipment, daily monitoring and maintenance services of various terminal equipment, emergency response services and technical support services. Based on the actual needs of users, I chose the "remote + on-site" service model, set service level goals, and designed a service plan that satisfied all parties. In the specific implementation process, I divided the implementation into the service deployment implementation planning stage, the execution stage and the acceptance stage to ensure that the final deployment and implementation results are recognized by the customer.
【text】
At present, environmental protection is an issue of great concern to every provincial and municipal government and the people. The country has also put forward higher requirements for local governments at all levels in terms of environmental protection. In order to meet the needs of the people and facilitate enterprises, the provincial ecological environment The department has successively launched multiple systems, such as the real-time automatic release system of Air Quality Index (AQI). We can understand the air quality in real time through mobile APP and other terminals; the online approval system helps enterprises to handle various business declarations conveniently and quickly; at the same time, the system also It can help environmental supervision and law enforcement departments conduct real-time supervision and management of various pollutant-discharging enterprises to prevent illegal discharge and collapse of enterprises. However, the stability of the information system operation is directly related to the stability of the business and the quality of services. How to rationally utilize IT resources and effectively control risks to ensure the continuity and availability of the system has become a matter of great concern to the department leaders. In this context, the department leaders decided to introduce operation and maintenance service companies through bidding to provide system operation and maintenance services to solve problems in the system service process, reduce system operation risks, improve service efficiency, and enhance user satisfaction. At the end of 2020, as an enterprise with many years of rich operation and maintenance experience in the industry, our company won the bid for the operation and maintenance project of the "Integrated Information Platform and its Subsystems" of the Provincial Department of Ecology and Environment. After the company won the bid, I was appointed to do this operation and maintenance project. The project manager of the project is responsible for the organization and management of the planning, design, deployment and implementation of the project's operation and maintenance services. The following describes the IT service solution design process and implementation based on this operation and maintenance project.
1. Service plan design
After receiving the appointment, I immediately started working and visited customers with team members to obtain customer service requirements, including availability requirements, business continuity requirements, information security requirements, etc., to lay the foundation for the design of IT service solutions. After comprehensively identifying the customer's After specifying the service requirements, I began to design the IT service plan. When designing the IT service plan, I focused on the choice of service model, the setting of service levels and the management strategy of personnel, process, technology, and resource elements, and designed a solution that would satisfy all parties. Satisfactory service plan.
1. Setting of service mode
According to the actual needs of users, IT service providers should provide various types of IT services in different modes, and combine the results of IT service demand analysis to classify and design IT service modes to better meet customer needs and improve customer satisfaction.
For example, the "Integrated Information Platform and Its Subsystems" deploys the central computer room of the provincial government to provide business processing and information query services to hundreds of thousands of sewage companies and tens of millions of people in the province. The availability requirement is to operate 24 hours a day without interruption. Therefore, the IT service model we provide is permanent on-site service to ensure the normal operation of the system 24 hours a day. For sewage discharge companies that have questions about the use of the system during the business declaration process, we provide 5*8 hours of online customer service and hotline services to answer users' inquiries. Through the service model designed above, it is ensured that the availability level of IT services can be met.
2. Service level setting
Service level refers to the level requirements mutually recognized by the service provider and the customer in terms of service quality, performance, etc. Through service level setting, we can clarify customer expectations and understand what services customers need. This is very important for service providers. After the service providers and customers reach a consensus on service content and service quality, a measurement system is established. IT service quality standards, service providers will have clear goals to meet customer needs. Similarly, service levels can also limit the expansion of customer demand, avoid the spread of expectations, and urge IT service providers to provide promised services.
First, through detailed communication with key stakeholders, the service scope and service content were clarified.
For example, the scope of the comprehensive information platform is determined to be "pollution source online monitoring system, air quality index (AQI) real-time automatic release system, key pollutant discharge unit monitoring system, hazardous waste disposal system, online approval system, and department portal." Operation and maintenance services need to be provided by us. In addition to the software part, it also includes daily monitoring and maintenance services for "application servers, database servers, network equipment, storage equipment, and terminal equipment in the one-stop service hall."
Then define the service level target, and discuss it carefully with the customer based on the key service indicators in the SLA. It is necessary to not only meet the customer's needs, but also consider economic benefits and cost factors. The service method for the "Integrated Information Platform and its Subsystems" is remote + On-site service, the service level goal is to respond to remote guidance requests within 15 minutes after receiving the service request. If the problem cannot be solved remotely, we will be on site within 1 hour and the fault will be solved within 3 hours. For hardware (application servers, database servers, network equipment, storage equipment, terminal equipment in the one-stop service hall), the service method is on-site service. The service level target is to arrive at the site within 10 minutes after receiving the service request, and to malfunction within 1 hour. solve. It is required that 95% of services can be completed within the above time limit.
2. Service plan implementation
After the design of the service plan is completed, it enters the specific implementation process. I divide the implementation of the service plan into three stages, namely the IT service deployment implementation planning stage, the IT service deployment implementation execution stage and the IT service deployment implementation acceptance stage. Let’s introduce them separately below.
1. IT service deployment and implementation planning stage
Before formulating the deployment implementation plan, I communicated in detail with the customer and the person in charge of the service delivery team to understand the customer's expectations and the service support and provision capabilities of the service team. In the process of formulating the deployment and implementation plan, all factors should be fully considered to ensure that the plan is feasible and the corresponding cost investment is reasonable. In the "Integrated Information Platform and Its Subsystems" operation and maintenance project, I worked with my team members to develop an implementation plan. The plan included implementation goals, deliverable list, deliverable acceptance criteria, customer requirements, etc. After outputting the plan , fully communicate and confirm with relevant stakeholders to ensure that the deployment implementation can be completed smoothly.
2.IT service deployment and implementation stage
In the IT service deployment and implementation stage, deployment and implementation work is mainly carried out based on the released implementation plan. First, a kick-off meeting is held to indicate that the implementation stage has officially entered and to verify resource readiness. Secondly, team members are assigned according to the design content. I set the team positions into three categories: management position, technical support position and operation position. There is one management position, responsible for the management of the operation and maintenance service team and communication and coordination with customers; There is one operation post, responsible for responding to online consultations, answering hotline calls, and assigning incident escalations; there are four technical support posts, responsible for the daily monitoring, upgrade and maintenance services of the "Integrated Information Platform and its Subsystems" and hardware equipment. . Thirdly, obtain, use and manage resources, such as summarizing various faults and errors during the implementation process and incorporating them into the knowledge base to facilitate subsequent search and use. Finally, implement a continuity management mechanism, conduct platform and hardware device testing, regular data backup and data recovery testing in accordance with service plan design requirements to ensure the availability of the system and hardware devices.
3. IT service deployment implementation acceptance stage
The IT service acceptance phase is mainly to ensure that the results of deployment and implementation meet the needs of various stakeholders and to obtain stakeholders' approval of the deliverables during the deployment and implementation phase. First of all, when the deployment and implementation was about to come to an end, I organized and wrote the "IT Operation and Maintenance Service Deployment and Implementation Report", which was reviewed by experts within the organization. After passing the review, it was distributed to various stakeholders for acceptance during the acceptance stage. Then, the IT service deployment and implementation was reviewed in the form of a meeting, with implementation team members, customer interface personnel, and other relevant personnel participating, and the service operation period was officially declared. Finally, the deliverables should be inspected and accepted to ensure that the results of the deployment implementation are recognized by the customer and other stakeholders, and signed to confirm acceptance.
【Summarize】
In January 2022, the operation and maintenance contract expired. Through the unremitting efforts of my team members and I, the operation and maintenance work was successfully completed, ensuring the normal operation of the system and winning unanimous praise from the provincial and department management. This was mainly due to the service The design of the plan is scientific and reasonable, the deployment and implementation is rigorous and efficient, and the team members are hardworking and responsible. Of course, there are still some small problems during the service process. For example, due to untimely communication, it will bring certain troubles and work rework to the operation and maintenance service. I also deeply realize that communication plays an important role in project operation and maintenance services. Regarding the importance of the process, I will carefully summarize my experiences and lessons, constantly accumulate and update my knowledge, and provide more professional IT operation and maintenance services.