前言
近年来，运维人员面对不断涌现的新兴技术和架构转型的要求，如企业上云+中台+互联网、分布式、容器化、双中心双活，大数据、人工智能的应用等等。随着传统企业把更多的业务向数字化转型，传统的IT运维方式在数字化转型和业务扩展的背景下面临着三大挑战：
- 运维对象的数量激增：企业数字化转型导致应用系统数量增加，业务规模扩大带来系统细化和组件增多，微服务架构推广使得运维节点变得更加繁多。这些变化使得运维人员需要管理的服务器、容器等资源数量大幅增加，传统的手工运维方式难以应对规模化管理的需求，导致运维效率低下，管理成本上升。
- 运维要求日益提高：随着用户对IT资源见识增多，对IT服务的要求也越来越高。对业务流程简洁规范性，对操作过程的流畅性，对界面的美观性，对系统功能的健壮性等都有较高的要求，而传统的运维方式已经无法满足业务的快速发展需求。
- 运维服务用户增多：随着企业数字化转型，企业各级员工使用信息化系统的时间和机会越来越多，他们对服务的要求增多，且需求的差异也很大。
因此，要做好运维工作，除了学好新技术外，更需要从运维理念、运维方式上转变，即从传统 IT运维方式向 IT运维运营方式转变。 数字化转型网（www.szhzxw.cn）
一、运维与运营的定义
运维（Operations and Maintenance，简称O&M），在IT领域通常指的是确保IT系统的稳定运行，包括监控系统性能、处理故障、更新和维护硬件及软件等日常管理活动。它的核心目标是确保系统的稳定性和可用性，减少业务中断时间。
运营（Operations），则更加偏重于业务层面，涉及到使用IT服务来支持和优化企业的核心业务流程，以实现更多价值。运营的重点在于以业务需求为导向，通过运维、技术实现、质量保障等手段的组合，提高业务效率、降低成本、引导用户发掘需求，创造新的商业价值和改善客户体验等。
运维和运营虽然在中文中只有一字之差，但在实际工作中却有着本质的区别。运维主要关注的是系统的稳定性、可用性和性能优化等技术层面的工作，而运营则更侧重于业务层面的提升，在数字化转型的背景下，运维和运营越来越有机相结合，运维是实现运营的基础，而运营的好坏，关系到企业的业务质量、效率和客户满意度。
二、从运维走向运维运营的意义
IT服务从运维向运维运营相结合转型是信息化发展的必然趋势，这既是技术发展的需要，也是业务发展的需要。本文将从运维和运营的概念区分、客户体验的重要性、保障业务流程流畅性几个方面，阐述IT服务向运维运营转型的重要意义。 数字化转型网（www.szhzxw.cn）
首先，我们需要明确运维和运营之间的区别。运维更加注重系统的稳定运行，运营则侧重业务流程的优化与改进。运维以系统为中心，运营以业务为中心。从运维向运维运营相结合的转变，实际上是IT服务由过去的系统支撑角色，向直接驱动业务发展的战略角色转变。
其次，在数字化时代，当今客户需求多变、不同类型用户的需求个性化有差异，在这种环境下，提升客户体验已经成为企业核心竞争力的重要组成部分。IT服务从运维走向运营，意味着不仅要确保系统的稳定和可靠，还要主动出击，加快产品迭代、服务迭代，通过数据分析、人工智能等技术手段，深入理解客户需求，提供个性化、高质量的服务，使系统更快响应客户需求的变化，以及不同用户类型的区别化、适应化，从而提升客户满意度和忠诚度。这对企业品牌建设和客户忠诚度培养都有重要帮助。
再次，随着企业业务的复杂化，业务流程的高效运转对企业来说至关重要，网信安全工作也同步重要。良好的业务流程关乎企业效率，IT服务运维运营工作可以利用新技术，如大数据、人工智能等技术，实现业务流程的智能化升级。通过云计算、工业互联网、流程自动化、决策优化等手段，不仅可以缩短流程周期，提高员工效率，降低运营成本。同时，加强自主运营，可以着力筑牢网络安全防线，维护网络意识形态安全，提升自主可控水平。总之，强化运营工作，可以保障业务流程的连续性和高效性、安全性，为企业创造更高业务价值。 数字化转型网（www.szhzxw.cn）
最后是创造商业价值，从运维到运营的转变，将IT服务从成本中心转变为创造价值的中心。通过对业务流程的深入理解和技术的应用，IT服务能够在市场营销、客户服务、产品开发等方面发挥重要作用，为企业创造新的增长点，提升竞争力。
三、如何做好运营工作
要做好运营工作，包括几个部分，如运营组织、模型、策略的设定，运营工作的运行与实施以及校验与改进工作等步骤。
1. 运营团队组织架构：
要做好运营工作，使得团队能协调运维、研发、质量有效的运作，需得到企业管理层的大力支持，相关的组织保障必不可少，不同企业可根据实际建立。
2. 运营模型架构：
建立以产品生命周期为基础的运营模型，在生命周期的每个阶段都应该充分、全面和整体地制定经营策略，如，产品上线及首发期间的策略、产品稳定期更新迭代策略、产品下线停运策略等。产品上线首发，是产品第一次接触正式终端用户的场景，此场景要设计重点验证设计的功能和服务是否符合预期的方案，短期内尽快建立用户对产品的认知度和熟悉度，重点关注用户规模和用户留存的变化，以及产品口碑和舆情。 数字化转型网（www.szhzxw.cn）
产品稳定期更新迭代，是产品正常运营过程中的场景，此场景要设计对旧版本调研周期律，新需求与业务方针的关系，如何筛选新需求，新版发行节奏，验证新版本对用户的吸引程度，多版本共存时的运营策略等。产品下线停运，要设计好善后工作，要关注对用户财产、权益的影响以及数据迁移工作和舆情工作。
3. 策略设计：
运营策略一般包括运营目标、运营指标、功能/服务性策略、界面内容策略、用户策略、应急策略等，由于很多文章都阐述比较细了，这里就不赘述了。
4. 运行与实施：
要做好运行工作，应利用 DevOps等标准，以业务需求为导向，运用价值流传导，让运维、开发、质量有机结合起来，具体如下： 数字化转型网（www.szhzxw.cn）
- 实时反馈收集：通过人工智能客服或其他互动界面，实时收集用户的反馈和建议。利用大语言模型对收集到的文本数据进行分析，快速识别用户体验中的痛点。
- 做好舆情分析：应用情感分析技术，理解用户的情绪变化。这有助于识别用户在使用过程中可能遇到的挫败感或满意点，从而采取相应的优化措施。
- 做好用户行为分析：通过分析用户的行为数据，识别出用户可能未发现或未充分利用的功能。这包括分析用户的点击路径、停留时间和使用频率等指标。
- 做好个性化推荐：利用大语言模型分析用户的使用习惯和偏好，向用户推荐可能感兴趣的功能或服务。这种推荐可以通过应用内消息、电子邮件或聊天机器人等多种渠道进行。
- 做好场景化引导：根据用户的具体使用场景，提供定制化的功能引导。例如，如果用户正在使用文本编辑功能，系统可以提示相关的格式化或自动校对工具。
- 做好持续迭代与优化：将用户反馈和体验分析的结果反馈给产品开发团队，作为持续迭代和优化产品的依据。确保产品功能和用户界面不断适应用户的需求变化。
督导运维、开发、质量协同，确保产品按质按期上线部署、严密监控新产品、新服务上线效果，并做好相关应急预案，以及按预案部署进行的工作。
5. 校验与改进：
复盘与总结新产品、新服务上线运行情况，包括：上线后系统的负荷、bug、功效实现等、各类用户的建议和意见这些意见对系统功能性、对非功能的要求，协同研发进行有效改进。
四、如何做好转变工作
要想在新的技术环境下做好IT服务由运维向运营转变，就必须重新审视和构建运维与运营的关系，具体可以从以下几个方面入手： 数字化转型网（www.szhzxw.cn）
- 提升运维理念到业务层面：传统的运维理念过于侧重技术，而忽视了业务的需求。在新的环境下，运维需要从业务的角度出发，理解业务的需求，将运维工作与业务目标相结合，通过提高思想意识，让服务更贴近用户的需求来支持业务的发展。
- 建立或调整组织架构：新组织架构要适应运维运营工作，要保障组织按照新理念和实际需求设计，使运维、研发、质量一体化协同运行，确保运营工作顺利开展。
- 整合资源和技术：随着云计算、大数据等新技术的应用，IT系统变得越来越复杂。需要整合各种资源和技术，建立统一的运维运营平台，通过自动化和智能化手段提高运维效率。
- 建立服务治理机制：在新的运维模式下，运维不仅要负责技术层面的工作，还要参与到服务的全生命周期管理中。这就要求建立服务治理机制，从服务设计、开发、上线到运维各个环节实施统一的管理和监控，确保服务的质量和稳定性。
- 扩展运维人员的知识体系：在新的技术环境下，运维人员不仅要掌握传统的运维技能，还需要了解云计算、大数据人工智能等新技术，需要具备一定的业务知识。这就要求运维人员不断学习和更新知识体系，以适应新的运维模式。
五、结论
随着技术的发展和业务需求的变化，运维与运营的关系越来越紧密。运维需要从传统的技术支持角色转变为业务的合作伙伴，通过提升运维理念、整合资源和技术、建立服务治理机制、提升自动化和智能化水平以及扩展运维人员的知识体系，来支持企业的业务发展和创新。只有这样，企业才能在数字化转型的浪潮中立于不败之地。 数字化转型网（www.szhzxw.cn）
翻译：
Traditional operations to IT Operations: How can operations live better?
Introduction
In recent years, operation and maintenance personnel have faced the requirements of emerging technologies and architecture transformation, such as enterprise cloud + middle platform + Internet, distributed, containerized, dual-center dual-active, big data, artificial intelligence applications, and so on. As traditional enterprises shift more of their business to digital transformation, traditional IT operations face three major challenges in the context of digital transformation and business expansion:
The number of operation and maintenance objects surges: enterprise digital transformation leads to an increase in the number of application systems, the expansion of business scale brings system refinement and component increase, and the promotion of microservice architecture makes operation and maintenance nodes become more numerous. These changes increase the number of resources such as servers and containers that O&M personnel need to manage. Traditional manual O&M cannot meet the needs of large-scale management, resulting in low O&M efficiency and rising management costs.
Increasing O&M requirements: As users become more knowledgeable about IT resources, they have higher requirements on IT services. It has high requirements for the simplicity and standardization of business processes, the fluency of operation processes, the aesthetics of interfaces, and the robustness of system functions. However, traditional operation and maintenance methods can no longer meet the needs of rapid business development.
Increasing users of operation and maintenance services: With the digital transformation of enterprises, employees at all levels of enterprises have more and more time and opportunities to use information systems, and their requirements for services are increasing, and the demand is also very different.
Therefore, in order to do operation and maintenance work well, in addition to learning new technologies, IT is more necessary to change from the operation and maintenance concept and operation and maintenance mode, that is, from the traditional IT operation and maintenance mode to the IT operation and maintenance mode. 数字化转型网（www.szhzxw.cn）
1. Definition of operation and maintenance and operation
Operations and Maintenance (O&M), in the field of IT, usually refers to ensuring the stable operation of IT systems, including daily management activities such as monitoring system performance, troubleshooting, updating and maintaining hardware and software. Its core objective is to ensure the stability and availability of the system and reduce the time of business disruption.
Operations, on the other hand, is more business-focused and involves using IT services to support and optimize an enterprise’s core business processes to achieve more value. The focus of operation is to improve business efficiency, reduce costs, guide users to explore needs, create new business value and improve customer experience through a combination of operation and maintenance, technical implementation, quality assurance and other means.
Although there is only a word difference between operations and operations in Chinese, there is an essential difference in actual work. Operation and maintenance is mainly concerned with technical aspects such as system stability, availability and performance optimization, while operation is more focused on business level improvement. In the context of digital transformation, operation and operation are more and more organically combined, and operation and maintenance is the basis for operation, and the quality of operation is related to the business quality, efficiency and customer satisfaction of an enterprise. 数字化转型网（www.szhzxw.cn）
2. The significance of moving from operation and maintenance to operation and maintenance
The transformation of IT services from operation and maintenance to the combination of operation and maintenance is an inevitable trend in the development of information technology, which is not only the need of technology development, but also the need of business development. This paper will explain the significance of the transformation from IT services to operation and maintenance operations from the aspects of the concept distinction of operations and operations, the importance of customer experience, and the guarantee of business process fluency.
First, we need to clarify the distinction between operations and operations. Operation and maintenance pay more attention to the stable operation of the system, while operation focuses on the optimization and improvement of business processes. O&m is system-centric, and operation is business-centric. The transformation from operation and maintenance to the combination of operation and maintenance operations is actually the transformation of IT services from the past system support role to the strategic role of directly driving business development. 数字化转型网（www.szhzxw.cn）
Secondly, in the digital era, today’s customer needs are changing, different types of users have different personalized needs, in this environment, improving customer experience has become an important part of the core competitiveness of enterprises. IT services from operation and maintenance to operation, means not only to ensure the stability and reliability of the system, but also to take the initiative to accelerate product iteration, service iteration, through data analysis, artificial intelligence and other technical means, in-depth understanding of customer needs, to provide personalized, high-quality services, so that the system faster response to changes in customer needs, as well as different user types of differentiation, adaptation. Increase customer satisfaction and loyalty. This is of great help to enterprise brand building and customer loyalty cultivation.
Thirdly, with the complexity of enterprise business, the efficient operation of business processes is crucial for enterprises, and the network information security work is also important. Good business processes are related to enterprise efficiency, and IT service operation and maintenance operations can use new technologies, such as big data, artificial intelligence and other technologies, to achieve intelligent upgrading of business processes. Through cloud computing, industrial Internet, process automation, decision optimization and other means, it can not only shorten the process cycle, improve employee efficiency, and reduce operating costs. At the same time, strengthening independent operation can focus on building a strong network security defense line, maintaining network ideological security, and improving the level of autonomy and control. In short, strengthening operational work can ensure the continuity, efficiency and security of business processes, and create higher business value for enterprises.
The last is to create business value, the transformation from operations to operations, transforming IT services from a cost center to a value creation center. Through the in-depth understanding of business processes and the application of technology, IT services can play an important role in marketing, customer service, product development, etc., creating new growth points for enterprises and enhancing competitiveness. 数字化转型网（www.szhzxw.cn）
3. How to do a good job of operation
To do the operation work well, it includes several parts, such as the operation organization, the setting of models and strategies, the operation and implementation of the operation work, and the verification and improvement of the work.
Organizational structure of operation team:
To do a good job in operation, so that the team can coordinate operation and maintenance, research and development, quality and effective operation, need the strong support of the enterprise management, the relevant organizational guarantee is essential, different enterprises can be established according to the actual situation. 数字化转型网（www.szhzxw.cn）
Operation model architecture:
Establish an operation model based on the product life cycle. In each stage of the life cycle, business strategies should be fully, comprehensively and as a whole, such as the strategy during the launch and launch of the product, the strategy of updating the product periodically, and the strategy of shutting down the product. The launch of a product is the first time for the product to contact formal end users. In this scenario, the design should focus on verifying whether the designed functions and services meet the expectations, establish the user’s awareness and familiarity with the product as soon as possible in a short period of time, and pay attention to the changes in user scale and user retention, as well as product reputation and public opinion.
Product stable periodic update and iteration is a scenario in the normal operation process of the product. In this scenario, we need to design the periodic law of research on the old version, the relationship between new requirements and business policy, how to screen new requirements, the rhythm of new release, verify the degree of attraction of the new version to users, and the operation strategy when multiple versions coexist. When the product is offline, it is necessary to design the follow-up work, pay attention to the impact on users’ property and rights, as well as data migration and public opinion work.
Strategy design:
Operational strategy generally includes operational objectives, operational indicators, function/service strategy, interface content strategy, user strategy, emergency strategy, etc., because many articles are detailed, here will not go into details. 数字化转型网（www.szhzxw.cn）
Operation and implementation:
In order to do a good job in operation, DevOps and other standards should be used to guide business needs, and value stream transmission should be used to organically combine operation and maintenance, development and quality, as follows:
Real-time feedback collection: Collect feedback and suggestions from users in real time through artificial intelligence customer service or other interactive interfaces. Using a large language model to analyze the collected text data, quickly identify the pain points in user experience.
Do a good job of public opinion analysis: Apply sentiment analysis technology to understand users’ mood changes. This helps to identify points of frustration or satisfaction that users may encounter during use, so that appropriate optimization measures can be taken.
Do a good user behavior analysis: By analyzing user behavior data, identify features that users may not have discovered or are underutilized. This includes analyzing metrics such as the user’s click path, dwell time, and frequency of use. 数字化转型网（www.szhzxw.cn）
Do a good job of personalized recommendation: Use a large language model to analyze users’ habits and preferences, and recommend functions or services that may be of interest to users. This recommendation can be made through a variety of channels such as in-app messaging, email, or chatbots.
Scenario-based guidance: Provides customized function guidance based on users’ specific usage scenarios. For example, if the user is using the text editing function, the system can prompt the relevant formatting or automatic proofreading tool.
Do continuous iteration and optimization: Feed back the results of user feedback and experience analysis to the product development team as the basis for continuous iteration and optimization of the product. Ensure that product features and user interfaces are constantly adapted to the changing needs of users.
Supervise operation and maintenance, development and quality coordination, ensure product quality and on-line deployment on time, closely monitor the effect of new products and new services on line, and make relevant emergency plans and work according to the plan deployment.
Check and improve:
Review and summarize the operation of new products and new services on the line, including: the system load, bugs, efficiency realization, etc., suggestions and opinions of various users on the functional and non-functional requirements of the system, and coordinate research and development to make effective improvements. 数字化转型网（www.szhzxw.cn）
4. How to do the transformation work
In order to do a good job in the transformation of IT services from operation and maintenance to operation under the new technical environment, it is necessary to re-examine and build the relationship between operation and operation, which can be started from the following aspects:
Upgrade the operational concept to the business level: The traditional operational concept focuses too much on technology and ignores the needs of the business. In the new environment, operation and maintenance needs to understand business needs from a business perspective, combine operation and maintenance work with business objectives, and support business development by improving ideological awareness and making services closer to users’ needs.
Establish or adjust the organizational structure: the new organizational structure should adapt to the operation and maintenance work, ensure that the organization is designed in accordance with the new concept and actual needs, so that the operation and maintenance, research and development, and quality can be integrated and coordinated to ensure the smooth development of the operation work.
Integrating resources and technologies: With the application of new technologies such as cloud computing and big data, IT systems are becoming more and more complex. It is necessary to integrate various resources and technologies, establish a unified operation and maintenance operation platform, and improve operation and maintenance efficiency through automation and intelligent means.
Establish a service governance mechanism: Under the new operation and maintenance model, operation and maintenance should not only be responsible for the technical level of work, but also participate in the whole life cycle management of services. This requires the establishment of a service governance mechanism, from service design, development, online to operation and maintenance to implement unified management and monitoring, to ensure the quality and stability of services.
Expand the knowledge system of operation and maintenance personnel: In the new technical environment, operation and maintenance personnel not only need to master traditional operation and maintenance skills, but also need to understand new technologies such as cloud computing and big data artificial intelligence, and need to have certain business knowledge. This requires operation and maintenance personnel to constantly learn and update the knowledge system to adapt to the new operation and maintenance mode.
5. Conclusion
With the development of technology and the change of business requirements, the relationship between operation and maintenance is getting closer and closer. O&m needs to change from the traditional role of technical support to that of business partners to support enterprise business development and innovation by improving O&M concepts, integrating resources and technologies, establishing service governance mechanisms, improving automation and intelligence, and expanding the knowledge system of O&M personnel. Only in this way can enterprises remain invincible in the wave of digital transformation. 数字化转型网（www.szhzxw.cn）
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