軟件系統(tǒng)日常運(yùn)維服務(wù)方案

軟件運(yùn)維服務(wù)方案VL2

軟件開發(fā)維護(hù)服務(wù)外包

東軟集團(tuán)軟件股份有限公司

2010年7月

目錄

1項(xiàng)目概

述........................................................................

.......................11.1項(xiàng)目背

景........................................................................

....11.2項(xiàng)目范

圍........................................................................

....12運(yùn)維服務(wù)需求內(nèi)

容.........................................................................

..................................................................................................................................42.1

軟件維護(hù)需

求........................................................................

..................................................................................................................................42.2

軟件開發(fā)需

求........................................................................

.................................................................................................................................42.3

集成服務(wù)需

求........................................................................

52.4

現(xiàn)場(chǎng)服務(wù)需

求........................................................................

......................................................................62.5

用戶培訓(xùn)需

求........................................................................

......................................................................73

東軟服務(wù)理

念.........................................................................

....83.1服務(wù)理

念........................................................................

....83.2服務(wù)宗

旨

....83.3服務(wù)理

解........................................................................

.,.,94東軟運(yùn)維服務(wù)保障體

系.........................................................................

...........................................................104.1東軟售后

服務(wù)體系簡(jiǎn)

介.........................................................................

....................................................................................................10

4.1.1........................................................................................................................................

........................................................................................................10傳后服務(wù)體系理念

4.1.2服務(wù)支持體系構(gòu)

...................................................................................................104.1.3技術(shù)支持服務(wù)形

式........................................................................

..................................................................................................114.2東軟公司四級(jí)服務(wù)

支持體

系.........................................................................

................................................................................124.2.1第1級(jí)服務(wù):本地項(xiàng)目服務(wù)機(jī)

構(gòu)及項(xiàng)目經(jīng)

，，，，，，，，，，，，，，，，，，，，，，，，，，，，，，，，，，，，，?，，，，，，，，，，，，，，，.，，，，，，，，，，，，，13

4.2.2第2級(jí)服務(wù):東軟公司南京分公司以及華東大區(qū)技術(shù)人

員...........................................144.2.3第3級(jí)服務(wù):社保平臺(tái)

系統(tǒng)建設(shè)專

家.........................................................................

.......................144.2.4第4級(jí)服務(wù):東軟總部技術(shù)支撐部

門.........................................................................

.......................155運(yùn)維服務(wù)總體方

案.........................................................................

.........................................................................................................................................165.1

無錫金保工程建設(shè)情

況.........................................................................

...........................................................................................165.2金保工程總體架

構(gòu).......................................................................

............................................................................................................165.2.1IT基礎(chǔ)

設(shè)施包括網(wǎng)絡(luò)及硬件平臺(tái)層和數(shù)據(jù)

*?????*?*?*?*?*???*????????????*?*?*********?*?***?*???????*???*?????

..175.2.2基礎(chǔ)服務(wù)應(yīng)用平

臺(tái)

...........................................................................................185.2.3業(yè)務(wù)組件與表示

層.......................................................................

...........................................................................................185.2.4東軟通用企業(yè)應(yīng)用

平臺(tái)一

UniEAP.............................................................................................................................

.............................................19

5.2.4.1通用企業(yè)應(yīng)用平臺(tái)的結(jié)

構(gòu)........................................................................

.....................19

5.2.4.2通用企業(yè)應(yīng)用平臺(tái)的功

能........................................................................

...................................................................25

5,2,4,3通用企業(yè)應(yīng)用平臺(tái)的特

占

................................................................265.2.5基于通用企業(yè)平臺(tái)的運(yùn)維服

務(wù)........................................................................

.........................275.2.6應(yīng)用邏輯實(shí)現(xiàn)策

略........................................................................

......................................28

5.2.6.1核心經(jīng)辦業(yè)務(wù)技術(shù)架構(gòu)概

述........................................................................

?*?***?*?*?*?*?*?*?*?*????????32

5.2.6.2核心經(jīng)辦業(yè)務(wù)技術(shù)架構(gòu)設(shè)

計(jì)........................................................................

...............................34

5.2.6.3技術(shù)架構(gòu)中各層對(duì)象在創(chuàng)建過程中的依賴關(guān)

系......................................................................

36pervisordetecnologiaeinavalidacid18articlemdquinai

proporcionaeinadetreballequipadesfersuiodemesurad*aplicacio

individualdeferralla29altraeina1iperlasituacidespecifica

mitjan^antVusquevaproposarisits271dediamantiperladireccid

dediamantacostarimplementacid28diversosmesura1ielsplansde

sectorverificactrequuix2irestantc6ntimdegruixoriginaldedos

tergos3,segonstramitaciosituacidrodaconsumfor9acomplirno

processamenca251,iPartel^ctricafracds2imecdnicapartdanyatno

potcorrer26roda1irestantsdiametredidmetreoriginalde

grlectrinsesDcpartamcntesquerdes24SerrademetalIsMarc1iabansi

despr6sresponsablegaleriatrenat,6snounavi6dinseinae2ilapart

superiordelacuaconpartgreudesgast3iquesexecutenfracas23

tornavis1ivoraduresaprouoalta2ina7m/miquidaciddela

mandibulaesmesgranque0.3M/m22endirecteelsmiHors1iels

miHorsradialbatec6sm6sgranque0,Oanyailiquidacidderoseaila

liquidaciddedistribuciocorredissaessuperiora1,5a2m/m2i

ohtologiahacruixit3i11.5M/m21Taiwancargol1,cargolc_0.8M/m

201ipinqamaregreusdesgast2ivaretadecargol,iEixderoseaper

lligarlaliquidacio6ssuperioral-lsdeldcspatxvorasobre0,4m/m

despatxdebocadedent6sm6sgranquelapin9adecanonadade

0.5reballlapinQa,1ielectricambdevoraportarliquidaciomesde0,2

m/m,dentbocaliquidaci6Cssuperiora0,4m/m2ialtrestcucengranar

superficienoaunsegon2imandibulagrausnoparaKelespin9ade

cable19mestrescinquenespartsinasaguartefactes(duresaenHRC30

dins)defitxerclau1icueII

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軟件開發(fā)維護(hù)服務(wù)外包

5.3維護(hù)服務(wù)計(jì)

劃........................................................................

............................................................................................................................385.4

軟件維護(hù)方

案........................................................................

............................................................................................................................38

5.4.1遠(yuǎn)程支持服務(wù)流

程........................................................................

...........................................................................................385.4.2現(xiàn)場(chǎng)服務(wù)流

程........................................................................

.........................................................................................................405.4.3服務(wù)內(nèi)

容........................................................................

..........................................................................................................................42

5.4.4客戶服務(wù)質(zhì)量文

件........................................................................

案........................................................................

..........................................................................................................................45

5.5.1應(yīng)急預(yù)案目

標(biāo)........................................................................

.........................................................................................................455.5.2應(yīng)急預(yù)

案具體措

施........................................................................

tttftffftffffffttttftffffffffftftftftftfffftftf455,5.3應(yīng)急處理流

程........................................................................

.........................................................................................................465.6軟件開發(fā)

方

案........................................................................

..........................................................................................................................47

5.6.1項(xiàng)目啟動(dòng)過

.........................................................................................................485.6.2需求分

析........................................................................

..........................................................................................................................48

5.6.3開發(fā)策

劃........................................................................

...........................................................................................................................49

5.6.4設(shè)計(jì)與編碼實(shí)

現(xiàn).........................................................................

?，?，，，，，，，?，,，，，?，?，，?，?，?，?，???，?，?，，，，，，，，，，，?，?，505，6，4，1

計(jì)........................................................................

........................................................................................................................50

5.6.4.2編碼實(shí)

現(xiàn)........................................................................

........................................................................................................................505.6.5

系統(tǒng)測(cè)

試........................................................................

，，，，，，92，，，，，，???????????????????????????，，29，9，，《，，，，，，W60

5.6.6實(shí)施培

訓(xùn)........................................................................

........................................................................................................................52

5.6.7總結(jié)驗(yàn)

收........................................................................

..........................................................................................................................53

...............................................................................................................54問題處理機(jī)

制

5.6.9系統(tǒng)維護(hù)流

程........................................................................

..........................................................................................................545.7集成服務(wù)

方

案........................................................................

..........................................................................................................................56

5.7.1集成服務(wù)目

標(biāo)........................................................................

..........................................................................................................575.7.2崗位分

工和職

責(zé).........................................................................

.................................................................................................585.7.3維護(hù)作業(yè)制

度........................................................................

..........................................................................................................595.7.4系統(tǒng)安

全制

度........................................................................

..........................................................................................................605.7.5故障處

理制

度........................................................................

..........................................................................................................605.7.6技術(shù)檔

案和原始記錄的管理制

......................................615.8現(xiàn)場(chǎng)服務(wù)方

案........................................................................

..........................................................................................................................63

5.8.1現(xiàn)場(chǎng)組織管理策

略........................................................................

...............................................................................635.8.2項(xiàng)目管理組織體

系........................................................................

.........................................................................................645.8.3項(xiàng)目組織各角色的

職

責(zé)........................................................................

........................................................................655.8.3.1項(xiàng)目領(lǐng)導(dǎo)小

組........................................................................

........................................................................................................655.8.3.2項(xiàng)目指

導(dǎo)小

組........................................................................

.........................................................................................................655.8.3.3項(xiàng)目經(jīng)

..............................錯(cuò)誤?未定義書簽。5.8.3.4項(xiàng)目顧問委員

會(huì)........................................................................

..................錯(cuò)誤?未定義書簽。5.8.3.5過程

組........................................................................

................................................................................................................................66

5.8.3.6實(shí)施經(jīng)

Sc?，?，?，?，?，?，?，?，?，?，，，，，，，，?，，，，，，，，，，，，?，，?，?，?,???，?，?，?，?，?，?，?，?，

..............................錯(cuò)誤?未定義書簽。5.8.3.7商務(wù)經(jīng)

理........................................................................

..............................錯(cuò)誤?未定義書簽。5.8.3.8項(xiàng)目軟件經(jīng)

理........................................................................

.....................................................................................................675.8.4現(xiàn)場(chǎng)維護(hù)

管

理........................................................................

.........................................................................................................705.8.5項(xiàng)目管

理監(jiān)

控........................................................................

.........................................................................................................715.8.5.1階段

評(píng)

估........................................................................

........................................................................................................................71

第III頁

迭代評(píng)

........................................................................................................................72

5.8.5.2

5.8.5.3狀態(tài)評(píng)

估........................................................................

........................................................................................................................72

5.8.5.4資源監(jiān)

?，?，?，?，?，?，?，?，?，?，，，，，，，，?，，，，，，，，，，，，?，，?，?，?,???，?，?，?，?，?，?，?，?，

........................................................................................................................735.9用

戶培訓(xùn)方

案........................................................................

............................................................................................................................76

5.9.1東軟針對(duì)本項(xiàng)目的培訓(xùn)承

諾.......................................................................

.......................................................765.9.2東軟針對(duì)本項(xiàng)目提供的技術(shù)培

訓(xùn)........................................................................

......................................76

5.9.2.1培訓(xùn)計(jì)

劃........................................................................

........................................................................................................................76

5.9,2.2培訓(xùn)方

式........................................................................

........................................................................................................................80

5.9.2.3售后跟蹤培

........................................................................................................815.9.3培訓(xùn)綜合

能

力，.................................................................

..........................................................................................................81

5.9.3.1東軟公司培訓(xùn)中心簡(jiǎn)

介........................................................................

???tttttttttttftettttttttttttttttttttt82

5.9.3.2大連東軟信息技術(shù)學(xué)

院........................................................................

.........................................82

5.9.3.3南海東軟信息技術(shù)學(xué)

院........................................................................

.........................................83

5,9,3,4成都東軟信息技術(shù)學(xué)

院........................................................................

.........................................83

5.9.3.5東軟在線大

學(xué)........................................................................

..........................................................84

5.9.3.6公司培訓(xùn)優(yōu)

勢(shì)........................................................................

5.9.3.7咨

詢........................................................................

866項(xiàng)目管理及質(zhì)量控

制........................................................................

................................................................886.1東軟

項(xiàng)目管理概

述........................................................................

...........................................................886.2人員配備

策

略........................................................................

............................................................................................................................916.3

項(xiàng)目組人員列

表........................................................................

....................................................................................................................926.3.1項(xiàng)

目負(fù)責(zé)人員安

排........................................................................

.........................................................................................926.3.2現(xiàn)場(chǎng)人員安

排........................................................................

..........................................................................................................946.3.3后臺(tái)支

持人員安

排........................................................................

.........................................................................................96

6.3,3.1設(shè)計(jì)人

員........................................................................

........................................................................................................................96

6.3.3.2開發(fā)人

員........................................................................

........................................................................................................................97

6.3.3.3軟件測(cè)試人

..................................................................................................100

6.3.3.4項(xiàng)目管理人

員........................................................................

................................................................................................................103

6.3.3.5咨詢策劃人

員........................................................................

................................................................................................................104

6,3,3,6集成支持人

員........................................................................

................................................................................................................1056.4項(xiàng)目組織管

理........................................................................

.....................................................................................................................................1096.4.1

開發(fā)過程管理指導(dǎo)思

想........................................................................

............................................................................1096.4.2配置與變更管

........................................................................................................110

6.4.2.1配置管理資源配

備...................................................................

...........................................................................................111

6.4.2.2項(xiàng)目配置策

略........................................................................

???tttttttttttftettttttttttttttttttttttttttttttttttt111

6.4.2.3創(chuàng)建項(xiàng)目配置環(huán)

境........................................................................

...........................................................................................114

6.4.2.4變更與交付工

件........................................................................

........................................................................................................114

6.4,2,5管理基

線........................................................................

.............................................................................................................................115

6.4.2.6管理軟件系統(tǒng)交

付........................................................................

...........................................................................................116

6.4.2.7變更請(qǐng)求管

理........................................................................

，，，，，，？？，，，，，《，，，e，e，，9，，，，，，，，，，，q?q，q，個(gè)?fe，，，？???，*11Vk

6.4.2.8監(jiān)測(cè)與報(bào)告配置狀

態(tài)........................................................................

.......................1216.5質(zhì)量保證方

案........................................................................

.....................................................................................................................................1216.5.1

項(xiàng)目質(zhì)量方

?！?，?，?，?，?，?，?，?，?，?，，，，，，，，，，，，，，，，?，，，，?，，?，?，?,???，?，?，?，?，?，?，?，?，

..................................................................................................................1216.5.2項(xiàng)目質(zhì)量

目

標(biāo)..................................................................

.......................................................121pervisorde

tecnologiaeinavalidacib18articlemaquinaiproporcionaeinade

treballequipadesfersuiodemesurad，aplicacidindividualdeferralla

29altraeina1iperlasituaci6especlficamitjanfantVusqueva

proposarisits271dediamantiperladirecciddediamantacostar

implementacid28diversosmesura1ielsplansdesectorverificact

requuix2irestantc3ntimdegruixoriginaldedoster9os3,segons

tramitaciosituaciorodaconsumforQacomplirnoprocessamenca251,i

Partel^ctricafracds2iraecdnicapartdanyatnopotcdrrer26roda1i

restantsdiametrediametreoriginaldegrlectrinsesDepartament

esquerdes24SerrademetalIsMarc1iabansidespresresponsable

galeriatrenat,6snounavi6dinseinae2ilapartsuperiordelacua

conpartgreudesgast3iques*executenfracas23tornavis1ivora

duresaprouoalta2ina7m/miquidaci6delamandibula6sm6$granque

0.3M/m22endirectselsmillors1ielsmiHorsradialbatec6smes

granque0,Oanyailiquidacidderoseailaliquidaciddedistribucid

corredissa6ssuperiora1,5a2m/m2iontologiahacruixit3i11.5M

/m21Taiwancargol1,cargolc_0.8M/m201ipinfamaregreusdesgast

2ivaretadecargol,iEixderoseaper1ligarla1iquidacid6s

superiora1-lsdeldespatxvorasobre0,4m/mdespatxdebocadedent

6smesgranquelapin9adecanonadade0.5reballlapin9a,1ielectric

ambdevoraportarliquidacidm6sde0,2m/m,dentbocaliquidacid6s

superiora0,4m/m2ialtrestcucengranarsuperficienoaunsegon2i

mandlbulagrausnoparaPlelespin9adecable19m6strescinquenes

partsinasaguartefactes(duresaenHRC30dins)defitxerclau1icue

IV

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軟件開發(fā)維護(hù)服務(wù)外包

6.5.3質(zhì)量保證承

諾........................................................................

.........................................................1226.5.4項(xiàng)目質(zhì)量

范圍和標(biāo)

準(zhǔn).........................................................................

..........................................122

6.5.4.1質(zhì)量范

圍........................................................................

..............................................................122

6.5.4.2質(zhì)量標(biāo)

準(zhǔn)........................................................................

..............................................................1236.5.5

質(zhì)量管

理........................................................................

................................................................123

6.5.5.1質(zhì)量保證的基本思

想........................................................................

...........................................123

6.5.5.2軟件生產(chǎn)過程中主要的工作活

動(dòng)........................................................................

....................125

6.5.5.3質(zhì)量過程管

理........................................................................

........................................................126

6.5,5.4質(zhì)量保證專項(xiàng)活動(dòng)

SQA.......................................................................

.......................................127

6.5.5.5軟件工作產(chǎn)品質(zhì)量審計(jì)和相關(guān)文

檔........................................................................

..................1286.6項(xiàng)目