软件系统日常运维服务方案

软件运维服务方案VL2

软件开发维护服务外包

东软集团软件股份有限公司

2010年7月

目录

1项目概

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

.......................11.1项目背

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

....11.2项目范

围........................................................................

....12运维服务需求内

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

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

软件维护需

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

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

软件开发需

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

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

集成服务需

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

52.4

现场服务需

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

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

用户培训需

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

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

东软服务理

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

....83.1服务理

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

....83.2服务宗

旨

....83.3服务理

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

.,.,94东软运维服务保障体

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

...........................................................104.1东软售后

服务体系简

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

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

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

........................................................................................................10传后服务体系理念

4.1.2服务支持体系构

...................................................................................................104.1.3技术支持服务形

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

..................................................................................................114.2东软公司四级服务

支持体

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

................................................................................124.2.1第1级服务:本地项目服务机

构及项目经

，，，，，，，，，，，，，，，，，，，，，，，，，，，，，，，，，，，，，♦，，，，，，，，，，，，，，，.，，，，，，，，，，，，，13

4.2.2第2级服务:东软公司南京分公司以及华东大区技术人

员...........................................144.2.3第3级服务:社保平台

系统建设专

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

.......................144.2.4第4级服务:东软总部技术支撑部

门.........................................................................

.......................155运维服务总体方

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

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

无锡金保工程建设情

况.........................................................................

...........................................................................................165.2金保工程总体架

构.......................................................................

............................................................................................................165.2.1IT基础

设施包括网络及硬件平台层和数据

*»»»»»*•*•*•*•*•»•*•»•»•»»♦»»•»*»*»*********«*»***»*»»»♦»»•*•♦•*•»•»•

..175.2.2基础服务应用平

台

...........................................................................................185.2.3业务组件与表示

层.......................................................................

...........................................................................................185.2.4东软通用企业应用

平台一

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

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

5.2.4.1通用企业应用平台的结

构........................................................................

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

5.2.4.2通用企业应用平台的功

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

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

5,2,4,3通用企业应用平台的特

占

................................................................265.2.5基于通用企业平台的运维服

务........................................................................

.........................275.2.6应用逻辑实现策

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

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

5.2.6.1核心经办业务技术架构概

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

•*•***•*•*•*•*•*•*•*•*••••••••32

5.2.6.2核心经办业务技术架构设

计........................................................................

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

5.2.6.3技术架构中各层对象在创建过程中的依赖关

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

Neusoft东软

软件开发维护服务外包

5.3维护服务计

划........................................................................

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

软件维护方

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

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

5.4.1远程支持服务流

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

...........................................................................................385.4.2现场服务流

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

.........................................................................................................405.4.3服务内

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

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

5.4.4客户服务质量文

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

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

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

5.5.1应急预案目

标........................................................................

.........................................................................................................455.5.2应急预

案具体措

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

tttftffftffffffttttftffffffffftftftftftfffftftf455,5.3应急处理流

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

.........................................................................................................465.6软件开发

方

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

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

5.6.1项目启动过

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

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

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

5.6.3开发策

划........................................................................

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

5.6.4设计与编码实

现.........................................................................

・，・，，，，，，，・，,，，，・，・，，・，・，・，・，・・・，・，・，，，，，，，，，，，・，・，505，6，4，1

计........................................................................

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

5.6.4.2编码实

现........................................................................

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

系统测

试........................................................................

，，，，，，92，，，，，，•♦•♦♦♦♦♦♦♦♦♦♦•♦•♦••・♦・♦・♦•♦，，29，9，，《，，，，，，W60

5.6.6实施培

训........................................................................

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

5.6.7总结验

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

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

...............................................................................................................54问题处理机

制

5.6.9系统维护流

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

..........................................................................................................545.7集成服务

方

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

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

5.7.1集成服务目

标........................................................................

..........................................................................................................575.7.2岗位分

工和职

责.........................................................................

.................................................................................................585.7.3维护作业制

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

..........................................................................................................595.7.4系统安

全制

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

..........................................................................................................605.7.5故障处

理制

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

..........................................................................................................605.7.6技术档

案和原始记录的管理制

......................................615.8现场服务方

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

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

5.8.1现场组织管理策

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

...............................................................................635.8.2项目管理组织体

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

.........................................................................................645.8.3项目组织各角色的

职

责........................................................................

........................................................................655.8.3.1项目领导小

组........................................................................

........................................................................................................655.8.3.2项目指

导小

组........................................................................

.........................................................................................................655.8.3.3项目经

..............................错误〜未定义书签。5.8.3.4项目顾问委员

会........................................................................

..................错误〜未定义书签。5.8.3.5过程

组........................................................................

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

5.8.3.6实施经

Sc♦，♦，♦，♦，♦，♦，♦，♦，♦，♦，，，，，，，，•，，，，，，，，，，，，・，，♦，♦，♦,♦・♦，♦，♦，♦，♦，♦，♦，♦，♦，

..............................错误〜未定义书签。5.8.3.7商务经

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

..............................错误〜未定义书签。5.8.3.8项目软件经

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

.....................................................................................................675.8.4现场维护

管

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

.........................................................................................................705.8.5项目管

理监

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

.........................................................................................................715.8.5.1阶段

评

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

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

第III页

迭代评

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

5.8.5.2

5.8.5.3状态评

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

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

5.8.5.4资源监

♦，♦，♦，♦，♦，♦，♦，♦，♦，♦，，，，，，，，•，，，，，，，，，，，，・，，♦，♦，♦,♦・♦，♦，♦，♦，♦，♦，♦，♦，♦，

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

户培训方

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

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

5.9.1东软针对本项目的培训承

诺.......................................................................

.......................................................765.9.2东软针对本项目提供的技术培

训........................................................................

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

5.9.2.1培训计

划........................................................................

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

5.9,2.2培训方

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

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

5.9.2.3售后跟踪培

........................................................................................................815.9.3培训综合

能

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

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

5.9.3.1东软公司培训中心简

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

•••tttttttttttftettttttttttttttttttttt82

5.9.3.2大连东软信息技术学

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

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

5.9.3.3南海东软信息技术学

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

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

5,9,3,4成都东软信息技术学

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

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

5.9.3.5东软在线大

学........................................................................

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

5.9.3.6公司培训优

势........................................................................

5.9.3.7咨

询........................................................................

866项目管理及质量控

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

................................................................886.1东软

项目管理概

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

...........................................................886.2人员配备

策

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

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

项目组人员列

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

....................................................................................................................926.3.1项

目负责人员安

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

.........................................................................................926.3.2现场人员安

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

..........................................................................................................946.3.3后台支

持人员安

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

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

6.3,3.1设计人

员........................................................................

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

6.3.3.2开发人

员........................................................................

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

6.3.3.3软件测试人

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

6.3.3.4项目管理人

员........................................................................

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

6.3.3.5咨询策划人

员........................................................................

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

6,3,3,6集成支持人

员........................................................................

................................................................................................................1056.4项目组织管

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

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

开发过程管理指导思

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

............................................................................1096.4.2配置与变更管

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

6.4.2.1配置管理资源配

备...................................................................

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

6.4.2.2项目配置策

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

•••tttttttttttftettttttttttttttttttttttttttttttttttt111

6.4.2.3创建项目配置环

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

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

6.4.2.4变更与交付工

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

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

6.4,2,5管理基

线........................................................................

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

6.4.2.6管理软件系统交

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

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

6.4.2.7变更请求管

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

，，，，，，？？，，，，，《，，，e，e，，9，，，，，，，，，，，q?q，q，个・fe，，，？♦?♦，*11Vk

6.4.2.8监测与报告配置状

态........................................................................

.......................1216.5质量保证方

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

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

项目质量方

专「♦，♦，♦，♦，♦，♦，♦，♦，♦，♦，，，，，，，，，，，，，，，，♦，，，，・，，♦，♦，♦,♦・♦，♦，♦，♦，♦，♦，♦，♦，♦，

..................................................................................................................1216.5.2项目质量

目

标..................................................................

.......................................................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

Neusoft东软

软件开发维护服务外包

6.5.3质量保证承

诺........................................................................

.........................................................1226.5.4项目质量

范围和标

准.........................................................................

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

6.5.4.1质量范

围........................................................................

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

6.5.4.2质量标

准........................................................................

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

质量管

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

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

6.5.5.1质量保证的基本思

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

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

6.5.5.2软件生产过程中主要的工作活

动........................................................................

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

6.5.5.3质量过程管

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

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

6.5,5.4质量保证专项活动

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

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

6.5.5.5软件工作产品质量审计和相关文

档........................................................................

..................1286.6项目