1. Main content and classification of IT operation and maintenance service management knowledge

IT operation and maintenance service management knowledge mainly includes technical information such as IT service-related management systems, processes, software development documents, network topology diagrams, solutions for different problems and events, and test solutions and technical and maintain.

According to whether the knowledge is related to the IT operation and maintenance service process, the knowledge in IT operation and maintenance service management can be divided into process-related knowledge and non-process-related knowledge. For example, test solutions and technical solutions are knowledge generated during change management, and solutions are knowledge generated during incident management and problem management.

Second, the value of knowledge in IT operation and maintenance service management

Effectively carry out knowledge management, establish a knowledge base, and realize the creation, storage, sharing and application of knowledge. The value and role of knowledge to IT operation and maintenance service management is mainly reflected in the following aspects.

2.1 Create knowledge value

Through knowledge creation, sharing, accumulation, analysis, rapid retrieval and acquisition of knowledge, and use of knowledge to create value, thereby improving the capabilities of IT departments and the personal capabilities of operation and maintenance personnel.

2.2 Realize knowledge sharing and reduce IT operation and maintenance costs

IT operations staff often need to solve the same problems over and over again. If most of the problems and their solutions can be easily and quickly obtained from the knowledge base, IT operations staff can be freed from repetitive operations and focus on solving other new problems, thereby improving work efficiency. efficiency and reduce IT operation and maintenance costs.

2.3 Improve the response speed and quality of operation and maintenance

Generally speaking, the solutions that can enter the knowledge base are generally the most correct, standard and efficient. Building a knowledge base whose quality, quantity, and knowledge structure all meet certain standards will serve as a powerful reserve for IT operation and maintenance. In addition, the knowledge base also has an efficient search function, which is undoubtedly the best way for IT to respond quickly to service needs. Fast, high-quality troubleshooting means a substantial increase in customer satisfaction, which is the ultimate goal of IT operations.

2.4 Avoid knowledge loss

A lot of tacit knowledge is concentrated in the minds of operators, while some IT application operations or troubleshooting methods may only be known by developers. Knowledge base management can effectively avoid information islands and knowledge loss caused by personnel loss.

2.5 Mining and Analysis of IT Application Information

The operation and maintenance knowledge base is not only a tool for information collection and organization, but also a tool for data analysis and statistics. From the statistical data of knowledge items, IT operation and maintenance solution cases, knowledge life cycle, etc., a lot of useful information can be mined. It is convenient for IT service providers to discover potential problems, conduct trend analysis, and help formulate future work priorities, plans and budgets.

3. The development method of knowledge management in the process of IT operation and maintenance management

Although the development of knowledge management has had so many significant impacts on IT operation and maintenance service management, there will be many obstacles in the process of implementing knowledge management, such as the lack of strong support from the knowledge management system and the inconvenience of knowledge sharing. Knowledge management is carried out in three aspects: technology, process and personnel.

3.1 Build an IT operation and maintenance service system, and unstructured data is managed by the content management platform

A typical IT operation and maintenance service management system adopts a four-layer architecture, namely data resource layer, data management layer, data service layer and system function layer. In order to realize data exchange across systems, the IT operation and maintenance service management system should meet the requirements of service-oriented architecture.

In the IT operation and maintenance service management system, structured data is stored in the database of this system, and unstructured data is uniformly stored in the content management platform. The unstructured data storage and content retrieval of the IT operation and maintenance service management system are carried out on the southern content management platform.

The unstructured data in the IT operation and maintenance service management system is uniformly stored in the content management platform, which can realize "one storage, multiple references", reduce data redundancy, save storage space, and facilitate maintenance personnel to query and apply. In addition, structured data and unstructured data related to IT operation and maintenance service management are stored in the IT operation and maintenance system and the content management platform, respectively.

3.2 Concentrate people to research solutions and create a cultural atmosphere of knowledge sharing

Technical personnel with strong organizational capabilities are engaged in solution research: After implementing the IT operation and maintenance service management system and process optimization, operation and maintenance technicians can refer to the solutions in the knowledge base to deal with problems, which can appropriately reduce the burden on staff. General operations and maintenance technicians. Capacity and quantity requirements. In this way, technical personnel with strong ability can be organized to specialize in solution research, which not only gives full play to the value of high-quality technical personnel, but also improves the efficiency of operation and maintenance through rational division of labor.

Shanghai Senior Role has been focusing on one-stop IT outsourcing business, IT system integration services, and IT operation and maintenance management services for decades.