Full-Scenario O&M Assurance

Establish a three-line O&M system, provide eight core services, and ensure system stability, security, and continuity.

Functional Overview

Establish a three-line O&M system of "first-line on-site + second-line experts + third-line R&D", providing eight core services including proactive inspection, fault emergency response, problem management, backup & recovery, security & compliance, and month-end closing assurance, to ensure system stability, security, and continuity.

Customer Pain Points

  • Slow O&M response: Long problem escalation processes, lack of a unified service desk, and weak first-line capabilities.
  • Large failure impact: Level-1/2 incidents cannot be recovered quickly, and system jitter during month-end closing affects financial reports.
  • High security risks: Vulnerability, permission, and certificate management are non-standard, making it hard to meet MLPS/classified protection requirements.
  • High O&M costs: Manual inspections, manual backups, and repetitive failure handling consume large amounts of resources.

Solution Advantages

  • Clear three-line matrix: First-line unified service desk for rapid response, second-line resident experts for problem solving, third-line R&D for root-cause fixes.
  • Proactive O&M + health inspections: Multi-dimensional monitoring and alerts, monthly in-depth health checks, and proactive risk prediction.
  • WarRoom emergency mechanism: Automatically activated for Level-1/2 incidents, with cross-department experts jointly resolving issues for rapid recovery.
  • Closed-loop problem management: Root cause analysis, collaborative knowledge base building, and significantly reduced recurrence of similar issues.
  • Critical business-specific assurance: Change control during month-end and year-end closing, 7x24 duty, second-level response.
  • Intelligent O&M platform: Alarm integration with ITSM, exploring AI-assisted fault prediction and automatic repair.

Architecture Diagram

Architecture Diagram