摘要
Abstract
Against the backdrop of a large state-owned enterprise's digital transformation,this paper addressed issues inherent in traditional operations and maintenance(O&M)models,such as prioritizing construction over maintenance,fragmented resources,and delayed responses,by establishing an integrated IT O&M system grounded in proactive maintenance principles.Through a"Six Unifications"implementation framework(unified organization,standards,catalogs,mechanisms,oversight,and platforms),it integrated ITIL4 service management with intelligent technologies,achieving a paradigm shift from reactive response to proactive prevention in O&M operations.Empirical research indicated that after implementing this system,the timely resolution rate of operational incidents reached 99.56%,user satisfaction scored 99.93 points,and annual economic benefits amounted to 16.7214 million yuan.This provided a replicable practical model for the digital transformation of large conglomerates.关键词
IT运维管理/主动式运维/数字化转型/ITIL4/智能化运维Key words
IT operations management/proactive operations/digital transformation/ITIL4/intelligent operations分类
信息技术与安全科学
