Service descriptionIn the enterprise IT basic architecture, data center is a central control center for data and business application and corresponding to it, the computer room is the heart of enterprise information since good operation and maintenance of computer room is basic to normal operations of an enterprise. Operating and maintaining a computer room environment requires high professional competence, perfect process and stringent implementation guarantee. With years of successful experience in operation and maintenance of computer room environment, Many IT companies (small and big) are capable of combining advanced managerial concept and IT technology to guard your business. Standardized service process and product-based operation mode enable the customer to gain foreseeable benefits at foreseeable cost.
Service items
Service items
1. Service examination stage:
Better understand the customer’s status quo, collect its demand information, know existing problems, and determine contact person of each party as well as corresponding labor division and responsibility.
2. Service preparation stage:
• Establish an organization: set up a project team to establish project operations mechanism, and specify personnel structure and duty division.
• Analysis and planning: analyze the customer’s status quo and understand its demand to make clear priority and develop implementation plan, timetable and transition schedule based on the customer’s status quo.
• Set up service hotline and helpdesk to provide the user with a single contact point and conduct full-course management from the beginning to the end on the user’s request.• Assign remote service engineers and field engineers for operation and maintenance of the computer room to respond to and support the customer’s service demand.
• Establish an effective failure escalation handling process and ensure any and all problems can be solved in a timely manner through horizontal and vertical escalation handling.
• Define priority for problem handling to enable operation and maintenance staff for the computer room to clearly know significance of each problem and time limit for settlement.
3. Service transition stage:
Coordinate with the customer’s IT division to promote new IT service process and conduct basic training to enable the customer to quickly adapt to the new service process.
4. Service implementation stage:
Offer service to the customer in strict compliance with established service process and mode. Specifically, service items include:
Core Service
• Operation and maintenance of data center consists of routine maintenance of computer room environment, routine maintenance of equipments in the computer room, and routine management of staff members in the computer room.
Including:
_ Layout planning and management of machinery cabinets in the computer room;
_ Layout planning and routine management of servers and network equipments in the computer room;
_ Examination, approval and registration management for equipment entry/exit to the computer room;
_ Examination, approval and registration management for internal staff members access to the computer room;
_ Examination, approval and registration management for external guest visit to the computer room;
_ Routine call logon management of the computer room;
_ Monitoring of operation and maintenance of power system in the computer room;
_ Routine operation and maintenance of fire protection monitoring system;
_ Routine operation and maintenance of air-conditioning alarm system;
_ Routine operation and maintenance of water-proof alarm system;
_ Routine operation and maintenance of IC card access control alarm system (for computer room only);
_ Routine operation and maintenance of infrared monitoring system;
_ Routine operation and maintenance of video monitoring system;_ Operation and maintenance of UPS alarm system and self-contained start system of the power generation vehicle;_ Emergent accident escalation reporting system, etc;
_ ON/OFF monitoring of server, network, database and storage;
_ Asset management system for the computer room (CMDB).
• IC card application (this service not limited in the computer room). Conduct routine maintenance and inspection over the customer’s access control and attendance system and, if any, handle the problem promptly. Maintenanceitems are as follows:
_ Server for the access control and attendance system;
_ Access control devices for the access control and attendance system;
_ Connectivity of all access control devices;
_ Stable operation, backup and data addition/reduction of the database of the attendance system;
_ Addition and deletion of authority of access card of every leaving employee.
5. Service acceptance stage:
• Clean up service documentation and produce work summary;
• Conduct knowledge transfer and train the user with respect to routine operation;
• Ask the user to sign and receive relevant service documentation.
