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2.1 业务说明........................................................................................10
2.1.1 故障来源.............................................................................10
2.1.2 故障严重程度/优先级初步确定和故障报告提交...........10
2.1.3 故障的分析、诊断和分类.................................................12
2.1.4 故障的最终解决.................................................................14
2.1.5 故障数据库的管理办法.....................................................15
2.2 业务范围和职能划分....................................................................15
2.2.1 业务范围.............................................................................15
2.2.2 业务职能划分.....................................................................16
2.3 工作流程........................................................................................16
2.4 业务相关文档................................................................................17
第三章离线数据管理................................................................................................18
3.1 业务说明........................................................................................18
3.1.1 概述.....................................................................................18
3.1.2 离线数据的分类.................................................................18
3.2 业务范围和职能划分....................................................................19
3.2.1 领导小组的业务范围和职能.............................................19
3.2.2 软件支持中心的业务范围和职能.....................................20
3.2.3 各地区运行管理组的业务范围和职能.............................20
3.2.4 软件数据管理组的业务范围和职能.................................20
3.3 工作流程........................................................................................21
3.3.1 离线数据的申请.................................................................21
3.3.2 离线数据的测试评估.........................................................21
3.3.3 离线数据的审批.................................................................22
3.3.4 离线数据的修改.................................................................22
3.3.5 离线数据的准确性检查.....................................................22
3.3.6 离线数据的发布更新.........................................................23
3.3.7 离线数据的运行测试和验证.............................................23
3.3.8 离线数据的备份和版本管理.............................................24
3.3.9 离线数据修改管理流程.....................................................24
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3.4 业务相关文档................................................................................29
第四章新版本软件管理............................................................................................30
4.1 业务说明........................................................................................30
4.2 业务范围和职能划分....................................................................30
4.2.1 领导小组的业务范围和职能.............................................30
4.2.2 软件支持中心的业务范围和职能.....................................30
4.2.3 地区运行管理组的业务范围和职能.................................32
4.2.4 软件数据管理组的业务范围和职能.................................33
4.3 工作流程........................................................................................33
4.4 业务相关文档................................................................................35
第五章软件补丁管理................................................................................................36
5.1 业务说明........................................................................................36
5.2 业务范围和职能划分....................................................................36
5.2.1 领导小组的业务范围和职能.............................................36
5.2.2 软件支持中心的业务范围和职能.....................................37
5.2.3 地区运行管理组的业务范围和职能.................................38
5.2.4 软件数据管理组的业务范围和职能.................................38
5.3 工作流程........................................................................................39
5.4 业务相关文档格式........................................................................40
第六章版本控制........................................................................................................41
6.1 业务说明........................................................................................41
6.1.1 概述.....................................................................................41
6.1.2 软件源代码的版本控制.....................................................41
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