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GB/T 28827.1-2022: Information technology service - Operations and maintenance - Part 1: General requirements
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Information technology service - Operations and maintenance - Part 1: General requirements
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Information technology service -- Operations and maintenance -- Part 1: General requirements
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Basic data | Standard ID | GB/T 28827.1-2022 (GB/T28827.1-2022) | | Description (Translated English) | Information technology service - Operations and maintenance - Part 1: General requirements | | Sector / Industry | National Standard (Recommended) | | Classification of Chinese Standard | L77 | | Classification of International Standard | 35.080 | | Word Count Estimation | 26,259 | | Date of Issue | 2022-10-14 | | Date of Implementation | 2023-05-01 | | Older Standard (superseded by this standard) | GB/T 28827.1-2012 | | Issuing agency(ies) | State Administration for Market Regulation, China National Standardization Administration | GB/T 28827.1-2022: Information technology service - Operations and maintenance - Part 1: General requirements
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Information technology service -- Operations and maintenance -- Part 1.General requirements
ICS 35.080
CCSL77
National Standards of People's Republic of China
Replacing GB/T 28827.1-2012
Information technology service operation and maintenance
Part 1.General Requirements
Part 1.Generalrequirements
2023-05-01 Implementation
State Administration for Market Regulation
Released by the National Standardization Administration
directory
Preface III
Introduction V
1 Scope 1
2 Normative references 1
3 Terms and Definitions 1
4 Capability Model 3
5 Capacity Building Requirements 4
5.1 General Requirements 4
5.2 Governance 4
5.3 Capability Management 4
5.3.1 Planning 4
5.3.2 Implementation 5
5.3.3 Inspection 5
5.3.4 Improvement 5
5.3.5 Value Realization 5
6 people 6
6.1 Overview 6
6.2 Human Capability Planning 6
6.3 Post Structure 6
6.4 Personnel Reserve 7
6.5 Personnel training7
6.6 Performance Management7
6.7 Competency Evaluation 7
7 Process 7
7.1 Overview 7
7.2 Process Framework Design 7
7.3 Service Level Management 8
7.4 Service reports8
7.5 Incident Management 8
7.6 Problem Management 9
7.7 Change Management 9
7.8 Release Management 9
7.9 Configuration Management 9
7.10 Service Availability and Continuity Management 9
7.11 System Capacity Management 10
7.12 Information Security Management 10
8 Technology 10
8.1 Overview 10
8.2 Technology Management 10
8.3 Technology R&D 11
8.4 Technology Applications 11
9 Resources 11
9.1 Overview 11
9.2 Operation and maintenance tools 11
9.3 Service Desk 11
9.4 Spare parts library 12
9.5 Final software library 12
9.6 Service data 12
9.7 Service knowledge 12
Appendix A (normative) O&M services and content 14
Appendix B (Informative) Key Indicators Reference 16
Reference 19
foreword
This document is in accordance with the provisions of GB/T 1.1-2020 "Guidelines for Standardization Work Part 1.Structure and Drafting Rules of Standardization Documents"
drafted.
This document is Part 1 of GB/T 28827 "Operation and Maintenance of Information Technology Services". GB/T 28827 has issued the following
part.
--- Part 1.General requirements;
--- Part 2.Delivery Specifications;
--- Part 3.Specifications for emergency response;
--- Part 4.Data center service requirements;
--- Part 6.Application system service requirements;
--- Part 7.Cost Metric Specification;
--- Part 8.Requirements for hospital information system management.
This document replaces GB/T 28827.1-2012 "Information Technology Service Operation and Maintenance Part 1.General Requirements", and
Compared with GB/T 28827.1-2012, in addition to structural adjustment and editorial changes, the main technical changes are as follows.
---Chapter 4, the "operation and maintenance service capability model" was changed, and the elements, key indicators and management principles in the.2012 version of the model were proposed.
It has been upgraded to the Operation and Maintenance Capability System (MCS), and the contents of "governance requirements" and "value realization" have been added. Governance requirements are formed
Guide the operation and maintenance capability system (MCS), and the operation and maintenance capability system (MCS) can "enable" the value, and the value realization will lead to the operation
The Maintenance Capability System (MCS) proposes a new model of "capability requirements".
--- Chapter 5 was changed to "Capacity Building Requirements", and "5.1 General Requirements", "5.2 Governance" and "5.3.5 Value Realization" were added. Will
The requirements for planning, implementation, inspection and improvement in Chapter 5 of the.2012 edition are changed to "5.3 Capability Management" after detailing the content.
---Chapter 6 adds the requirements for personnel ability planning, post structure and personnel ability evaluation, and forms the requirements for personnel ability planning, post
The management cycle structure from structure, personnel reserve, personnel training, performance management to ability evaluation. Removed references to articles in the.2012 edition
requirements for key indicators.
---Chapter 7, the content of Chapter 9 of the.2012 edition was moved to Chapter 7, and "7.2 Process Framework Design" was added to emphasize the inter-process
The association and promotion of relationships, adding "7.10 Service Availability and Continuity Management" to meet new models such as the Internet for business
and service continuity requirements, "7.11 System Capacity Management" has been added to meet the demand side's requirements for the number and performance of service assets.
management requirements. The requirement for key indicators in each article of the.2012 edition has been removed.
---Chapter 8, deleted "8.3 Techniques related to problem discovery" and "8.4 Techniques related to problem solving" in the.2012 edition,
Integrate these two contents into "8.3 Technology R&D". Added "8.2 Technology Management" and "8.4 Technology Application", emphasizing
Management requirements for technology, and requirements for using technology to improve the efficiency and performance of a system or business.
---Chapter 9, moved the content of Chapter 7 of the.2012 edition to Chapter 9, and added "9.5 Final Software Library" and "9.6 Service Numbers"
According to ", emphasizing the version management of application software and the role of data in improving the operation and maintenance service capabilities, the.2012 version of the
"7.5 Knowledge Base" was changed to "9.7 Service Knowledge", expanding the scope of knowledge management. Removed the checkpoints in each article of the.2012 edition
requirements for key metrics.
---Appendix A, revised the service objects and content, supplemented and refined the two service objects of virtual resources and applications.
Please note that some content of this document may be patented. The issuing agency of this document assumes no responsibility for identifying patents.
This document is proposed and managed by the National Information Technology Standardization Technical Committee (SAC/TC28).
This document is drafted by. Digital China System Integration Service Co., Ltd., Golden Tax Information Technology Service Co., Ltd., China Electronics Technology Co., Ltd.
Technology Standardization Research Institute, Sichuan Jiuyuan Yinhai Software Co., Ltd., Shanghai Baosight Software Co., Ltd., Beijing Xinchengtong Digital Technology
Co., Ltd., Beijing CCID Certification Center Co., Ltd., Shanghai Beizhou Enterprise Management Consulting Co., Ltd., Dalian Huaxin Computer Technology Co., Ltd.
Co., Ltd., Zhongping Information Technology Co., Ltd., Wuhan Fiberhome Information Integration Technology Co., Ltd., Hubei Software Industry Association, Beijing Information Technology Co., Ltd.
Chemical Association, Beijing Escort Technology Co., Ltd., Beijing Zhongjin Cloud Network Technology Co., Ltd., Petrochemical Yingke Information Technology Co., Ltd., Cheng
Dutai Yilian Technology Co., Ltd., Beijing Blue Ocean Communication Technology Co., Ltd., Inspur Software Group Co., Ltd., Dalian Software Industry Association,
Beijing Huayu Information Technology Co., Ltd., Hefei Bosheng Information Technology Service Co., Ltd., iSoftStone Information Technology (Group) Co., Ltd., Jiang
Subaowangda Software Technology Co., Ltd., Wuhan Dashi Hengtong Technology Co., Ltd., Shanghai Enterprise Informatization Promotion Center, Beijing Dexin
Yongdao Information Technology Service Co., Ltd., Wanda Information Co., Ltd., Suzhou Bona News Software Co., Ltd., Beijing Vishijiajie Information
Technical Service Co., Ltd., Zhongke Soft Technology Co., Ltd., Jiangsu Shenzhou Digital Guoxin Information Technology Co., Ltd., Zhongke Jiuzhou Technology Co., Ltd.
Co., Ltd., Guangzhou Saibao Certification Center Service Co., Ltd., Beijing Huasheng Tiancheng Technology Co., Ltd., Beijing Yitongmaier Information Technology
Technology Co., Ltd., Jiangsu Electronic Information Product Quality Supervision and Inspection Research Institute, Jiangsu New Century Information Technology Co., Ltd., Jiangsu Dida Technology
Co., Ltd., Xi'an Future International Information Co., Ltd., Beijing Huachuang Ark Technology Co., Ltd., Sitron Digital Technology Co., Ltd.
Company, Chengdu Big Data Center, Shanghai Youfu Network Co., Ltd., Shanghai Muwei Information Technology Co., Ltd., Guangdong Power Grid Co., Ltd.
The responsible companies are Foshan Power Supply Bureau, Guangzhou Chinasoft Information Technology Co., Ltd., Shanghai Capital Information Technology Co., Ltd., and UFIDA Network Technology Co., Ltd.
Co., Ltd., Beijing Easy Service Information Technology Co., Ltd., Chengdu Human Resources and Social Security Information Center, Guoxin Youyi Data Co., Ltd.
The main drafters of this document. Huang Jian, Xiong Jiansong, Bai Lu, Cui Jing, Sun Pei, Liu Jingjie, Zhang Shuling, Li Na, Ma Lie, Du Yuan, Tang Baihui,
Liu Ling, Liu Ting, Liu Hong, Zhang Hongwei, Bai Jun, Liu Pengfei, Guo Hao, Shi Fengqin, Tang Wei, Wang Fei, Zhang Jian, Yin Zhengru, Zhang Zhuoqun, Zhao Shining, Yang Quan,
Chen Nian, Dong Chunli, Gu Jun, Yin Hong, Guo Baozhu, Shi Lei, Zhang Yi, Liu Ruihui, Ma Yu, Zhang Yue, Shi Wei, Wang Meng, Yu Hao, Pan Chunfeng, Duan Hong, Li Guoqin,
Qin Peijun, Su Aixia, Sun Tongzhi, Lu Wei, Wu Yao, Wang Zhangying, Shen Wei, Tan Youji, Zhu Jinjin, Cui Yong, Lu Yan, Yue Caiyun, Dan Qiang, Liang Xiaoyan,
Liang Jian, Li Chunsheng, Ji Zhong, Wang Chuntao, Zhang Junjun, Song Xiaodong, Zhou Xiaoming, Qiu Chaobin, Wang Zheng, Xia Jiawei, Chen Yonglong, Pan Fei, Shen Jiangping, Bai Tingting,
Wang Xiaodong.
This document was first published as GB/T 28827.1-2012 in.2012, and this is the first revision.
Introduction
At present, my country has gradually entered the digital age from the information age. The focus of information work in various industries and fields is from the business needs
With the rapid development and application of many emerging information technologies, a wider range of
The new ecology of economic development based on information technology brings both new opportunities and new challenges to all parties.
--- Deep integration of traditional industries and the Internet.
---Through the analysis and integration of big data, transform the industrial structure and accelerate the industrial upgrading.
---The popularity of cloud services and the rapid growth of cloud-based applications.
---The new system architecture under cloud computing has higher operational service capability requirements.
---Wide application of many new technologies such as the Internet of Things and blockchain.
These challenges exist in all aspects of the O&M lifecycle. However, the capacity of various organizations providing O&M services
The level is uneven, the organization lacks methods and means to evaluate or select the capabilities of service providers, and service providers also lack the ability to improve their own services
specifications and guidelines.
GB/T 28827 starts from the service capability management of operation and maintenance, abstracts the elements of service capability, and focuses on capability building and capability
Element management and other aspects to build an operation and maintenance service capability management system; at the same time, for the relatively common services in the operation and maintenance service process
The delivery and emergency response process clearly defines the specification requirements; it also defines the service delivery content and specification requirements for different service objects, and also defines the service delivery content and specification requirements.
In addition, relevant specifications are put forward for the measurement of operation and maintenance service costs.
GB/T 28827 applies to the following modes or scenarios.
---Organizations or institutions with information systems. This document can be used for reference to improve the management framework of organizational construction capabilities, improve operation and maintenance capabilities
reduce operational risks and promote digital transformation.
---Informatization departments of various enterprises and institutions. this document can be introduced to standardize the operation and maintenance management process of information systems and introduce new technologies
Improve business models and establish scientific methods for evaluating or selecting service providers.
---Service provider. Refer to this document to improve the capability level of various aspects of operation and maintenance services, improve the maturity of operation and maintenance capabilities,
User experience and service value.
---Third-party consulting or evaluation agency. Provide supervision, evaluation, consulting planning and other services for all parties based on this document.
---Information system operation and maintenance project. establish a management method for the entire life cycle of the operation and maintenance project in accordance with this document, and standardize the implementation of the project
All aspects of the project to continuously improve the service level of the project.
---Information technology service practitioners. with the help of this document, learn the theoretical knowledge of operation and maintenance service management, master the ability of operation and maintenance service
A method of continuous improvement.
GB/T 28827 "Information Technology Service Operation and Maintenance" is proposed to consist of 8 parts.
--- Part 1.General requirements;
--- Part 2.Delivery Specifications;
--- Part 3.Specifications for emergency response;
--- Part 4.Data center service requirements;
--- Part 5.Specifications for desktops and peripherals;
--- Part 6.Application system service requirements;
--- Part 7.Cost Metric Specification;
--- Part 8.Requirements for hospital information system management.
The relationship between the various parts of GB/T 28827 is shown in Figure 1.
Figure 1 The relationship between the various parts of GB/T 28827
This document proposes a management common framework for information system operation and maintenance, aiming to improve the ability of all parties to create, use and manage operation and maintenance.
communication and cooperation, as well as clarifying the requirements and key indicators that need to be met in capacity building and capacity element management, and guiding service providers
Build an operation and maintenance service capability system, realize service value in various business scenarios, and meet the most concerned users in the digital age
It provides the basis for the buyer to select and evaluate the service provider, and also provides information for the relevant national and local laws and regulations, and industry management measures.
Implementation support is provided.
Information technology service operation and maintenance
Part 1.General Requirements
1 Scope
This document describes the O&M service capability model and specifies O&M capability building, personnel, process, technology, resources and other capabilities
element requirements.
This document applies to the parties involved in the operation and maintenance services.
2 Normative references
The contents of the following documents constitute essential provisions of this document through normative references in the text. Among them, dated citations
documents, only the version corresponding to that date applies to this document; for undated references, the latest edition (including all amendments) applies to
this document.
GB/T 28827.3 Information Technology Service Operation and Maintenance Part 3.Emergency Response Specifications
3 Terms and Definitions
The following terms and definitions apply to this document.
3.1
Using information technology means and methods, according to the service requirements put forward by the buyer, the equipment room infrastructure, physical resources, virtual
It provides comprehensive services such as simulation resources, platform resources, applications and data, as well as to meet the needs of users in the process of using information systems.
3.2
A set of interrelated or interacting elements to meet O&M services (3.1) and performance requirements.
Note. Including the elements of capability management (3.3), people (3.4), processes (3.5), technology (3.6) and resources (3.7).
3.3
capabilitymanagement
Focusing on the ability elements, through planning, implementation, inspection and improvement activities, improve the level of the ability elements and continuously improve the interaction between the elements.
Role relationships and performance levels.
3.4
people
A person in an organization who operates and maintains a service.
3.5
process
A set of interrelated or interacting activities in an organization that utilize inputs to achieve desired results.
3.6
technology technology
The sum of knowledge, experience, means and methods researched and transformed in an organization for the delivery of O&M services.
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