OPS01-03 Standardizing O&M Processes and Tools
- Risk level
High
- Key strategies
Processes and tools embody operational experience. Standardizing them helps reduce the impact of individual factors and disorder during O&M. Standardized O&M tools offer a centralized interface and clear, user-friendly manuals, streamlining maintenance and boosting efficiency. Common O&M processes are as follows:
- Change management process: Design to manage software and hardware changes in the production environment to avoid unexpected service interruptions or quality loss caused by changes. This can ensure that the enterprise environment is secure and stable while also improving system availability and meeting SLA requirements.
- Alarm and event management process: Cover the acceptance, handling, and escalation of faults in both development and production environments. It ensures timely responses to user services and supports SLA fulfillment. Clear definitions of event levels, responsibilities, response times, and notification mechanisms are essential for maintaining service security and stability.
- Issue and backtracking process: Apply to event review and analysis, identify root causes of faults, and implement solutions to prevent recurrence and minimize related impacts. Effective problem management improves product quality, enhances stability, and reduces faults in the live network.
- Product Readiness Review (PRR): Evaluate whether cloud services are ready for release by identifying any issues in the production environment and during the O&M phase. Note that, due to the iterative nature of cloud applications, product availability should be evaluated not only at the time of service release but also periodically or triggered by major events, such as e-commerce promotions.
In addition, processes such as IT service and account management can be standardized using cloud tools like pipelines, monitoring and alarm reporting, log processing, and an O&M center. This standardization drives operational excellence for your enterprise. The best practices for key processes (change management, alarm and event management, issue and backtracking, and product readiness review) in the preceding sections are also described in other sections of this white paper.
- Design suggestions:
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