Mastering IT Operations: A Complete Guide to Service Management Frameworks

1. General Provisions

This part defines the application requirements of the IT Operations Service Support System, including the service model, management framework, and methods for assessing and improving service and management capabilities.

2. Reference Standards

The following documents are incorporated by reference: ISO/IEC 20000-1:2005, ISO/IEC 20000-2:2005, ISO/IEC 27001:2005.

3. Terms, Definitions, and Acronyms

3.1 Terms and Definitions

3.1.1 IT Operations Service – Services provided by an IT operations supplier or department using various support tools to ensure the normal, safe, efficient, and economical operation of IT infrastructure and applications.

It includes infrastructure operations, application operations, security management, network access, content information, and comprehensive management services.

3.1.2 IT Operations Service Management Process – A set of regular actions performed in a defined manner to support the realization and delivery of IT operations services.

3.1.3 IT Operations Service Support System – The information system used by all parties to support the objectives of IT operations services.

3.2 Acronyms

ISO – International Organization for Standardization (国际标准化组织)

IT – Information Technology (信息技术)

ITIL – Information Technology Infrastructure Library (IT基础架构库)

OA – Office Automation (办公自动化)

SLA – Service Level Agreement (服务级别协议)

4. Compilation Principles and Methods

The specification follows the ISO 20000 series concepts and references the ITIL framework. The IT operations service management framework is shown below.

The framework covers the full‑lifecycle management method, standards, models, support tools, management objects, and process‑based methods.

5. IT Operations Service Management System

The system defines the entities involved in IT operations and their relationships, organizing them into service objects, activity roles, organizational structure, processes, support system, and five service elements.

Service objects include infrastructure, applications, users, suppliers, and the operations department/personnel.

Roles consist of service providers, users, and managers. The organizational structure typically comprises a leadership group and an execution group.

The management processes cover service desk, incident, problem, configuration, change, release, service‑level, financial, capacity, availability, continuity, knowledge, and supplier management.

Key process descriptions (service desk, incident management, problem management, configuration management, change management, release management, service‑level management, financial management, capacity management, availability management, continuity management, knowledge management, supplier management) are provided.

The support system must meet basic technical requirements such as unified resource management, ISO 20000/ITIL compliance, modular architecture, openness, extensibility, multi‑platform support, customizable interfaces, and performance capacity.

IT operations services are delivered according to SLA‑defined quality indicators and include infrastructure, application, security, network access, content, and comprehensive management services.

6. Evaluation and Improvement of IT Operations Service and Management Capability

6.1 Maturity – Measures the department’s ability to support and manage IT operations, covering asset, monitoring, security, process, comprehensive, and outsourcing capabilities.

6.2 Improvement Path – Departments assess maturity across six dimensions, select appropriate support tools, possibly engage consulting services, and plan, build, and optimize the support system in stages.