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该文基于ITIL(Information Technology Infrastructure Library)框架,提出了一种IT运维中心模型,涉及人员、管理、流程、技术等方面,为大型企业的信息系统运维提供了一套全面完整的解决方案.该运维中心模型主要由前端的服务台和后端的运维技术平台构成.服务台是用户与运维中心的接口,负责接收来自用户和运维中心内部的服务请求,同时对整个运维活动进行监督管理;运维技术平台是运维中心所有技术工具的集合,用来对信息系统的软硬件进行监控与运维.“,”In order to provide a whole set of solution for IT system operation of large enterprises, in this paper we propose an IT Operations Center Model based on Information Technology Infrastructure Library (ITIL) frame, involving management, process, and technology. This model consists in Service Desk and Operation Technical Support Platform. And Service Desk is the interface between customer and operation center, with responsibilities of receiving service request from customers and operation center and supervising the whole activities of operation center. In addition, operation center is a set of the whole technology tools of operation center, taking charge of supervision and operation of hardware and software in information system.