Reporting IT operation and maintenance is the core and key part of IT management, and it is also the most complicated part. This stage is mainly used for the internal daily operation management of IT department, and the objects involved are divided into two parts, namely IT business system and operation and maintenance personnel. The management content at this stage can be subdivided into seven subsystems:

■ Equipment management: monitoring the running status of network equipment, server equipment and operating system.

Application/service management: Monitor and manage all kinds of application support software, such as database, middleware, groupware and all kinds of general or special services, such as email system, DNS, Web, etc.

■ Data/storage/disaster recovery management: unified storage, backup and recovery of system and business data.

■ Business management: including monitoring and managing the operation of the enterprise's own core business system. For business management, we mainly focus on CSF (key success factor) and KPI (key performance indicator) of business system.

■ Directory/Content Management: This part mainly deals with content management and public information management that enterprises need to publish uniformly or customize for people.

■ Resource asset management: Manage the resource assets of IT systems in an enterprise, which can exist physically or logically and can interact with the financial department of the enterprise.

■ Information security management: This part contains many aspects. At present, the international standard of information security management is ISO 17799, which covers ten control aspects of information security management, and 36 control objectives and methods in 127, such as enterprise security organization mode, asset classification and control, personnel security, physical and environmental security, communication and operation security, access control, business continuity management, etc.

■ Daily work management: This part is mainly used to standardize and clarify the job responsibilities and work arrangements of operation and maintenance personnel, provide quantitative basis for performance appraisal and provide solutions for the accumulation of experience and knowledge. Each subsystem of IT operation and maintenance management contains rich contents, and achieving perfect IT operation and maintenance management is the key for enterprises to improve their operation level and service level. The dividing line between the operation/maintenance phase and the service/support phase is that the former is aimed at the management within the IT department, while the latter is aimed at the business department, other personnel within the enterprise or directly at customers.