Abstract:Based on all aspects of the ITIL service support management processes, this paper has analyzed IT operation and maintenance service management, and proposed a operation and maintenance management framework from project development to eventually run on the basis of the original process. The framework includes the development maintenance and operation maintenance, the development phase record the project development tasks and solutions and control the progress of the development through the document management, project dynamic management, progress monitoring and knowledge management. In the maintenance stage, according to incident management, problem management, configuration management and knowledge management processes to monitor the operational status of the system, resolve the failure quickly and in a timely during the runtime of IT system. IT systems feedback information to the operation and maintenance department through the Help-Desk, and it is convenient for operation and maintenance department to manage IT systems uniformly.