IHG酒店管理集團IT標(biāo)準(zhǔn)

- 1 - IHG Greater China IT Standard Operating Procedure IHG Greater China HOTEL IT STANDARD, STANDARD OPERATING PROCEDURE AND BEST PRACTICES - 2 - IHG Greater China IT Standard Operating Procedure 1. IHG Greater China Hotel IT SOPs Summary . 3 1.1 - How to use this Document 如何使用本文檔 . 4 1.2 - Introduction 介紹 . 5 2. IT Operations. 6 2.1 - Computer Room Access . 6 2.2 - IT Routines Lists . 8 2.3 - Change Management . 14 2.4 - Data and Systems Backup strategy. 17 2.5 - IT Helpdesk Fault Logging . 21 2.6 - IT Logbooks . 22 2.7 - User Files Backup . 24 2.8 - IT After Office Hours On-Calls . 26 3. IT Maintenance . 28 3.1 - IT Asset Inventory Management . 28 3.2 - IT Hardware and Software Maintenance Contracts. 33 3.3 - User Hardware Maintenance . 35 3.4 - Hotel IT Server Room Environmental Monitoring System . 37 4. IT Security & Audit . 40 4.1 - Updated user lists / permissions . 40 4.2 - IT Screensavers / Idle Passwords . 42 4.3 - Internet Usage . 45 4.4 - IT USB/CD/DVD Lockout . 47 4.5 -Server Room Fire Protection/Alarms/Sensors/Temperature/Humidity/EMS. 49 4.6 - Server Room Fire Hazards / Combustible Materials . 53 4.7 - Server Room Fire Extinguishers . 55 4.8 - IT Fire and Evacuation Sample . 57 4.9 - IT Emergency Service Recovery. 59 4.10 - Software License Compliance . 78 4.11 - IT Devices not Being Used / Confidential Documents to Be Destroyed . 82 4.12 - Protecting Files from Virus . 84 4.13 - New User (username and password) . 86 4.14 - Resignation of Employee . 88 4.15 - IT Air-Conditioning & UPS Sample. 90 4.16 - Business Continuity Plan for PMS System . 93 4.17 - Business Continuity Plan for POS System.104 5. IT Standards .109 5.1 - Hotel IT Standard Network Setup .109 5.2 - Hotel Firewall / Public IP Addresses. 118 5.3 - Anti-virus Standards.120 5.4 - IT Computer Hardware Specifications .123 5.5 Email Address Requests.127 5.6 - Point of Sales Item.129 - 3 - IHG Greater China IT Standard Operating Procedure 1. IHG Greater China Hotel IT SOPs Summary Document Information Document Name: IHG Greater China Hotel IT Standard Operating Procedure Document Version No: V 1.0 Prepared By: Jerry WANG Date: Feb. 1th, 2010 Review By: WONG Kar Hong Distribution List From Date Phone/Fax/Email Jojo Coronel Dec. 8th, 2008 Jojo.C Jojo Coronel Jan. 5th, 2009 Jojo.C To Action Due Date Phone/Fax/Email *AP Greater China Hotels InformationTechnology Manager Distribute Action Types: Approve, Review, Inform, File, Action Required, Attend Meeting, Distribute, Other (Please specify) Version History Ver. No. Ver. Date Revised By Description Filename 0.1 Jan. 19th, 2009 Jerry Wang 1st Chinese Edition Release 0.2 Mar. 12th, 2009 Jerry Wang 2nd Chinese Edition Release 0.3 Jun. 23rd, 2009 Jerry Wang 3rd Chinese Edition Release 0.4 Sep. 2nd, 2009 Jerry Wang 4th Chinese Edition Release 0.5 Oct. 12th, 2009 Jerry Wang 5th Chinese Edition Release - 4 - IHG Greater China IT Standard Operating Procedure 1.1 - How to use this Document 如何使用本文檔 This document can be viewed with Adobe Acrobat reader. There are 4 main menus categorized. 本文檔可以用 Adobe Acrobat reader軟件閱讀。分成四類。 IHG Hotel IT Best Practices & SOPs - this document contains本 文包括： IHG IT Best Practices and SOPs Summary - in this volume you can see the summary. 本章為摘要。 IT Operations - - the documents indicates the IHG Standard Operating procedures and Best practices in IT Operations. This document is focused on how the IT Department will manage the IT environment in an Operations point of view. 本章指出 IT運作方面的洲際集團標(biāo)準(zhǔn)操作程序和最佳實踐。重點在于 IT部門如何從運作的角度來管理 IT環(huán)境。 IT Maintenance - this document is focused on how IT Department will manage and maintain the IT Department office, IT Server Room and how to operate and record essential IT things. 本章重點在于 IT部門如何管理和維 護 IT辦公室、服務(wù)器機房和如何操作和紀(jì)錄必要的 IT工作。 IT Security & Audit - the documents indicates the IHG Standard Operating procedures and Best practices in IT Security and Audit. This document is focused on how the IT Department will manage the IT environment in a Security and Audit point of view. 本章指出 IT安全與審計方面的洲際集團標(biāo)準(zhǔn)操作程序和最佳實踐。重點在于 IT部門如何從 安全于審計 的角度來管理 IT環(huán)境。 IT Standards - you will see standards currently being used in hotel. 本章指出酒店使用的 IT標(biāo)準(zhǔn) 。 When to use this document? 何時使用本文檔？ This document must be used as reference and guideline when complying to the IHG Hotel IT Best Practices and Standard Operating Procedures. This documentation complies with the Chapter 15 of the IHG Financial IT Audit Standards. 本文檔必須做為 IHG酒店標(biāo)準(zhǔn)操作程序和最佳練習(xí)的參考和指導(dǎo)。本文檔符合洲際集團酒店財務(wù)項目第 15章 IT審計標(biāo)準(zhǔn)。 - 5 - IHG Greater China IT Standard Operating Procedure 1.2 - Introduction介紹 1 POLICY To serve as guidelines in order to improve the day to day operations in the Hotel IT Department. 為提高酒店 IT部門的日常操作 而提供指導(dǎo)。 2 PURPOSES To maintain a healthy system environment and to ensure the hotel IT Department conforms to the IHG IT Audit Standards. 維 護一個健康的系統(tǒng)環(huán)境并且保證酒店 IT部門符合洲際酒店集團 IT審計標(biāo)準(zhǔn)。 3 SCOPE This applies to all Greater China hotels. 所有大中華區(qū)酒店 4 RESPONSIBILITIES The hotel IT Manager has the full responsibilities in ensuring the hotel IT Department Best Practices and is being documented, implemented and exercised. 酒店 IT經(jīng)理必須對 IT部門的最佳實踐的紀(jì)錄、實施和聯(lián)系負責(zé)。 The hotels IT Department is responsible for complying with the hotel IT Department Best Practices. 酒店 IT部門 負責(zé)遵從 IT部門的 最佳實踐。 The hotel IT Manager has the full responsibilities in following and tailor fitting the Hotel IT Policies and Procedures based on the hotel operations. It is his own responsibility in enforcing the P&Ps to the departments concerned. 酒店 IT 經(jīng)理必須負責(zé)遵從和適合建立在酒店運作基礎(chǔ)上的 IT 政策和程序。將 IT 政策和程序執(zhí)行到相關(guān)部門是 IT 經(jīng)理的責(zé)任。 - 6 - IHG Greater China IT Standard Operating Procedure 2. IT Operations 2.1 - Computer Room Access STANDARD OPERATING PROCEDURE Department: Information Technology P&P#: Subject: Computer Room Access Date: Prepared by: _ IT Manager Approved by: _ _ General Manager Dir of Finance & Business Support Distribution List: 2.1.1 Objective To establish policies to limit access to the computer room and adjacent areas in order to maintain the best possible physical protection for the area and equipment. 制定政策限制對電腦機房以及相關(guān)區(qū)域的進入是為了對該區(qū)域和電腦設(shè)備進行最佳的保護。 2.1.2 Scope This applies to all Greater China Hotels Information Technology Department. 適用于所有大中華區(qū)酒店 IT部。 2.1.3 Definitions “Employee” refers to full-time or part-time employees, temporary employees/personnel, or consultants who are “resident” on the entitys site. A “visitor” is defined as a vendor, guest of an employee, service personnel, or anyone who needs to enter the facility for a short duration, usually not more than one day. “ 雇員 ”是指全職或兼職的雇員、臨時雇員人員和顧問等“常駐”在實際場所內(nèi)的人員?！?訪客 ”被界定為供應(yīng)商、某個雇員的客人、服務(wù)人員，或者其它任何需要短期進入設(shè)施的人員，通常不超過一天。 2.1.4 Policy 1) The computer room must be kept locked at all times with access controlled through individually assigned tokens or swipe cards. 所有電腦機房區(qū)域的門 都 應(yīng) 始終 保持鎖 閉狀態(tài)， 通過單 獨分配的 密碼 或者刷卡控制訪問 。 - 7 - IHG Greater China IT Standard Operating Procedure 2) Access to the computer room shall be restricted to those that have a business need. 只有業(yè)務(wù)需要時，才允許 使用 電腦機房。 3) Access to the computer room will be granted to an employee only after the proper authorization has been gained. 只有 獲得 適當(dāng)?shù)氖跈?quán)后，雇員才被準(zhǔn)許 使用 電腦機房 。 4) Access to the computer room will be removed from an employee once the business need has expired. 當(dāng)業(yè)務(wù)需求終止時，對雇員 使用 電腦機房的授權(quán)將會被取消。 5) This policy is implemented to prevent the unauthorized use, misuse, modification or denial of use of company Information assets. Any user found to be breaking this policy will be subject to disciplinary procedures. 實施本政策的目的是為了防止盜用、濫用、修改 或 拒絕使用公司信息資產(chǎn)。任何被發(fā)現(xiàn)違反本政策的用戶將接受相關(guān)處分 2.1.5 Related Procedure 1) Access to the computer room is limited to hotel personnel responsible for maintaining or operating the equipment or other business needs 只有酒店內(nèi)負責(zé)對設(shè)備進行維護和操作 或者有其他業(yè)務(wù)需要的 人員才能 使用 電腦機房。 2) Visitors requiring access to the computer room will be escorted into the restricted area by a suitably authorized employee and required to sign the visitor book. 訪客對電腦機 房受限區(qū)域的 使用 必須由一個合適的授權(quán)雇員陪同，并且必須簽署訪客薄。 3) The entrance should be recorded in Computer Room Access Log Book. All access to the computer room will be logged. The logs will be reviewed by IT manager on a regular basis with unauthorized access attempts being investigated. Logs should be kept for a minimum of three months unless otherwise restricted by law. 任何人進入電腦機房都必須在“電腦機房進出人員登記表”上簽字。所有對電腦機房的 使用 都將被記錄。記錄將會被 IT經(jīng)理定期檢查是否有未授權(quán)的 使用 企圖。記錄必須至少保持三個月或者 遵從相關(guān)的法律規(guī)定。 4) All doors to the areas are to be kept locked at all times even during normal office hours. 所有電腦機房區(qū)域的門都應(yīng)始終保持鎖閉狀態(tài)，即使是在上班時間也一樣。 5) Keys to the computer room areas will only be issued to personnel responsible. 電腦機房的鑰匙只能發(fā)放給相關(guān)的責(zé) 任 人 員 。 6) The Information System area must be regularly patrolled by hotel security staff. 酒店保安部員工應(yīng)對技術(shù)信息部區(qū)域 進行周期性的巡邏。- 8 - IHG Greater China IT Standard Operating Procedure 2.2 - IT Routines Lists BEST PRACTICES Department: Information Technology P&P#: Subject: IT Routines Lists Date: Prepared by: _ IT Manager Approved by: _ _ General Manager Dir of Finance & Business Support Distribution List: 2.2.1 Daily Check List 每日 檢查清單 IT Department must have a DAILY TASK LIST of what is needed to be checked and monitored. The checklist consists of what are needed to be done upon reaching office and before you leave office. The check list should include of all servers, systems, interfaces and network equipments to ensure all IT Systems are in good-working condition. IT 部門必須使用每日任務(wù)列表來記錄日常的檢查和監(jiān)測。該清單 由 到達 IT 辦公室和離開之前需要完成的檢查和檢測 ，包括 服務(wù)器、系統(tǒng)、接口和網(wǎng)絡(luò) 設(shè)備 ，以確保所有的 IT 系統(tǒng)處于良好工作狀態(tài)。 IT Office and Server room checks IT辦公室和服務(wù)器機房檢查 : a. Make sure the IT Server Room Air-Conditioning System is running and maintain temperature at a range of 20 degrees Celsius to 22 degrees Celsius, humidity at a range of 50RH to 60RH. If temperature or humidity is out of this range, go to the Power Control Unit (PCU) and perform diagnostics and check ALARM History and do a RESET. If found malfunctioning, call the Engineering for further assistance. 確保機房空調(diào)工作正常，機房溫度 應(yīng)維持在 在 20-22 攝氏度之間，濕度在 50-60RH 之間。如果發(fā)現(xiàn)溫度或濕度不在標(biāo)準(zhǔn)范圍，請檢測電力控制裝置和警示燈，并且重新啟動。如果發(fā)現(xiàn)故障，通知工程部做進一步檢查。 b. Make sure the IT Server Room main UPS is up and running on normal. Check that the charging level is 100%. 確保服務(wù)器機房主 UPS 啟動和運行正常，并且電池電量為 100%。 c. Make sure the LOCKS of IT office and server room work properly. 確保 IT 辦公室和服務(wù)器機房的門鎖工作正常。 - 9 - IHG Greater China IT Standard Operating Procedure d. Remove any obstructions, unnecessary or faulty devices on the floor of the IT Office at all times. IT 辦公室不能在地 板 上放置任何障礙物和不需要或者失效的設(shè)備。 IT SERVERS Checks 服務(wù)器檢查 : a. Check all the SERVERS and system logs, make sure all servers are up and running. 檢查所有服務(wù)器和系統(tǒng)日志 ，確保所有服務(wù)器啟動和工作正常。 b. Check ALL INTERFACE PCs, make sure all the interfaces are up and running. 檢查所有的接口電腦，確保所有的 接口都啟動和工作正常 。 c. Check the internet is working and e-mail server is sending and receiving mails and there are no messages on long queue to be delivered. 檢查互聯(lián)網(wǎng)訪問正常；電子郵件服務(wù)器發(fā)送和接收電子郵件正常， 并沒有長時間不能發(fā)出的郵件 。 d. Check the PRINTSERVER for any problem on the printer queuing of all Departments. 檢查所有部門的打印服務(wù)器工作正常。 e. Check the Anti-Virus Server and make sure it updates itself to the latest VIRUS DEFINITIONS and SCAN ENGINE. Run the Anti-virus report to list down all the potential users with viruses and Trojans. 檢查防病毒服務(wù)器有最新的病毒定義庫和病毒掃描引擎。檢查防病毒報告中用戶潛在的病毒和木馬程序。 f. Check the FAX Server and the modems if are active and ready. 檢查傳真服務(wù)器和調(diào)制解調(diào)器工作正常。 g. Check the FILE Servers for HARDDISK Space. If found running out of space, do an investigation on user folders. 檢查文件 服務(wù)器 磁盤空間 。如果發(fā)現(xiàn)空間不足，對用戶空間進行分析 處理 。 h. Check all other servers, to record available diskspace. 檢查 所有服務(wù)器， 記錄 硬盤空間。 i. Check two workstations at random to ensure that they are getting the latest updated virus definition from internal server or internet (Please Check the definition updated date) 隨 機 抽測兩臺工作站 ，確?？梢詮幕ヂ?lián)網(wǎng)或者內(nèi)部網(wǎng)絡(luò)獲得最新的病毒定義（請檢查病毒定義庫更新時間）。 Check Backup Status 備份檢 查 : a. Check the BACKUP Server for the COMPLETION of all JOB Orders and to check - 10 - IHG Greater China IT Standard Operating Procedure any FAILED JOBS. Replace BACKUP TAPE or other BACKUP MEDIA. 檢查備份服務(wù)器確保所有的備份完成。檢查的備份任務(wù)。更換備份磁帶或備份介質(zhì)。 IT NETWORKS Checks 網(wǎng)絡(luò)檢查 : a. Check Holidex router is up and running and IHG network is accessible. By accessing the Holidex system at /fixvlet/HolidexWebServlet and checking OXI processor in PMS. 通過訪問 Holidex 系統(tǒng) /fixvlet/HolidexWebServlet 并 檢查 PMS 系統(tǒng)中的 OXI 進程來確認 Holidex 路由器是否啟動和工作正常， IHG 網(wǎng)絡(luò)可以正常訪問。 b. Analyze unknown devices connected to the local network. 分析連接在內(nèi)部網(wǎng)絡(luò)上的 未知 設(shè)備。 c. Check the local ISP Router Traffic Grapher or HSIA system to see the bandwidth utilization of the internet in the guest rooms and the admin office internet. 通過本地 ISP 的路由 流量記錄器 或者 HSIA 系統(tǒng)檢查辦公網(wǎng)絡(luò)和客房網(wǎng)絡(luò)的帶寬使用率。 d. Check Firewall logs for any attempts to break into the network. 檢查防火墻日志是否有網(wǎng)絡(luò)安全攻擊。 e. Check the pattern of network switch lights to ensure no switch hangs or looping detected. 檢查網(wǎng)絡(luò)交換機指示燈 確保沒有交換機故障。 USER AND GUEST SERVICE Checks 用戶和客人服務(wù)檢查 : a. Check both guest and hotel user call log registers. 檢查所有用戶和客人要求記錄。 b. Communicate and share problems among hotel IT team. 與整 個 酒店 IT 團隊溝通并且分 享問題。 c. Escalate the calls to PMS, POS, other support vendors and regional IT team if it could not resolve internally as soon as necessary. 將不能內(nèi)部解決的問題 立刻 反饋至 PMS, POS 等供應(yīng)商和集團 IT 團隊。 d. Keep in touch with regional IT team if you are in doubt or undecided and ask for help and assistance. 如有任何疑問，請與集團 IT 團隊聯(lián)系。 2.2.2 Weekly Task 每周任務(wù) Offsite Backup Tape 外部保存?zhèn)浞荽艓?Send one backup tape set outside the hotel. Before sending out, do a restore test - 11 - IHG Greater China IT Standard Operating Procedure (Restore data to a spare hard disk to ensure it can be restored successfully). 每周將一份備份磁帶送至酒店外部保存。在送出前，做一個簡單恢復(fù)測試 (即將磁帶內(nèi)容恢復(fù)到某個服務(wù)器的空余硬盤上保證磁帶數(shù)據(jù)可以被成功讀出 )。 2.2.3 Monthly Task 每月任務(wù) Backup before Month-end Process 月結(jié)前備份 Backup Accounting, Check EAM and other Month-End process system before the process in every month end. 每月 底對需要月結(jié)的系統(tǒng)，如 財務(wù)、 CheckEAM 等系統(tǒng) 進行月結(jié)前的備份。 Archive Interface Log Files 存檔接口日志文件 Interface log files are saved in D:microsifc*.log. Please zip and store these files monthly and remove from original folder. 接口文件保存在接口電腦的 D:microsifc*.log 中。每月將其壓縮存檔， 并且在原始目錄中刪除。 Review Staff Entry & Departure List from HR 檢查入職 /離職員工帳號 To check codes of new-entry staff whether it had been generated correctly. And codes of departure staff had been disabled/deleted. 根據(jù)人事部的每月入職員工和離職員工清單，檢查入職員工帳號是否被正確創(chuàng)建。并且確保離職員工帳號已經(jīng) 被禁用或刪除。 Monthly Server Maintenance 每月服務(wù)器維護 a. Check Disk Capability 檢查磁盤的容量 b. Install Operating System (OS) and Software Patches 安裝操作系統(tǒng)及其他軟件補丁 /升級包。 c. Restart if necessary 如有需要，重新啟動服務(wù)器 d. Archive Events Log 存檔服務(wù)器系統(tǒng)日志 IT Inventory Update 更新 IT 清單 Merlin-Applications-Hotel IT Systems Inventory (APAC) Review & Renew MA (Maintenance Agreement) Contracts 檢查和更新維護合同 To review all contracts this will expire in 3 months. To renew or change contracts based on your needs. 檢查所有三個月內(nèi)將過期的維護合同。并且根據(jù)需要延長或 者修改維護合同。 Review System Cases and Last IT Monthly Report 系統(tǒng) 及上月 IT 管理報表 回顧 To review all systems cases and projects of previous month. Analyze each and every - 12 - IHG Greater China IT Standard Operating Procedure guest and user calls to see the possibility to resolve it permanently. Consult with vendor or regional IT team. 回顧前一個月所有的系統(tǒng)問題和項目 。分析每個用戶和客人的要求，與供應(yīng)商或者集團 IT 共同找出解決方案。 Submit IT Monthly Report 遞交 IT 月管理報表 Submit IT Monthly Management Report (APPENDIX 2.2.2 Hotel IT Monthly Management Report) to Cluster IT Manager or IHG China IT Team, DOFBS and GM. 遞交 IT 月管理報表給區(qū)域 IT 經(jīng)理 或者集團 IT以及酒店財務(wù)總監(jiān) 和 總經(jīng)理。 2.2.4 Quarterly Tasks 每季度任務(wù) Review user accounts and access rights 檢查所有系統(tǒng)的用戶及權(quán)限 a. To check the availability of accounts 檢查所有用戶帳戶的有效性 。 b. To check users rights whether is correct or not。 檢查用戶的權(quán)限是否正確。 c. To review the user accounts list in PMS, POS, Accounting, EAM, IBP, Hotel Domain, Hotel Email, IHG Email, Delphi, etc 檢查酒店所有系統(tǒng)的用戶帳戶，包括 PMS, POS,財務(wù) , EAM, IBP, 酒店域帳號 , 酒店電子郵件帳號 , IHG 郵件帳號 , 宴會銷售 系統(tǒng) 等等 。 UPS Availability Testing UPS 可靠性檢查 To test all hotels UPS Discharge/Charge, including server room UPS and PC UPS. Ask UPS supplier to assist if need. 對酒店所有的 UPS 進行 充 放電測試，包括機房的 UPS 和單獨的 PC UPS。如果需要，可以要求 UPS 供應(yīng)商協(xié)助。 Backup Restore Testing To restore backup media (tapes) to a dummy system to make sure that the backup data can be used. The systems include all hotel systems, PMS, POS, EAM, Accounting, IBP, EFPM, Delphi, etc. 將備份介質(zhì)（磁帶）的數(shù)據(jù)恢復(fù)到一個模擬系統(tǒng)，以確認所有的備份數(shù)據(jù)可以被使用。所有酒店的系統(tǒng)都需要進行測試，包括 PMS, POS, EAM, 財務(wù) , IBP, EFPM, 宴會銷售 系統(tǒng) 等等。 2.2.5 Annual Tasks 年度任務(wù) IT Budget IT 預(yù)算 Prepare IT budget, guided by DOFBS. 在酒店財務(wù)總監(jiān)的指導(dǎo)下完成 IT 預(yù)算。 Emergency Plan Dry Run 應(yīng)急運營方案測試 To test hotel manual operation when PMS or other systems down. Please refer to the - 13 - IHG Greater China IT Standard Operating Procedure following chapters of this document. 4.16 - Business Continuity Plan for PMS System 4.17 - Business Continuity Plan for POS System 測試 PMS 等系統(tǒng)故障時相關(guān)的手工營運。 Disaster Recovery Testing 系統(tǒng)災(zāi)難恢復(fù)測試 IT must know how to recover the system when PMS or other systems down. Please refer to SOP 4.9 - IT Emergency Service Recovery IT 必須 知道在 PMS 等系統(tǒng)發(fā)生故障時， 如何 恢復(fù)系統(tǒng)和數(shù)據(jù)。 2.2.6 Appendices APPENDIX 2.2.1 IT Regular Working Tasks Guideline APPENDIX 2.2.2 Hotel IT Monthly Management Report - 14 - IHG Greater China IT Standard Operating Procedure 2.3 - Change Management STANDARD OPERATING PROCEDURE Department: Information Technology P&P#: Subject: Change Management Date: Prepared by: _ IT Manager Approved by: _ _ General Manager Dir of Finance & Business Support Distribution List: 2.3.1 Objective To standardize change management process 標(biāo)準(zhǔn)化變更管理過程 2.3.2 Scope All changes to the hotel information systems 酒店信息系統(tǒng)的所有變更 2.3.3 Definition “Changes” refers to change made to any item of hardware, software or data that is used to provide hotel systems. This includes operating software, utility software, application software as well as changes to data files and parameter/configuration files. It excludes any normal day to day operational changes such as rate codes and POS items. “變更 ”是 實施于酒店系統(tǒng)相關(guān)的硬件、軟件和數(shù)據(jù)，包括對操作系統(tǒng)、工具軟件、應(yīng)用軟件已經(jīng)對數(shù)據(jù)文件、參數(shù)配置文件的更改；不包括日常的操作比如房價 代碼和餐廳收銀中的菜單項等。 “Major Systems” refer to the systems listed in the IHG Brand IT Standards Summary. “主要系統(tǒng) ”是指在洲際集團各品牌 IT標(biāo)準(zhǔn)匯總 中列出的系統(tǒng)。 2.3.4 Policy Changes to operational systems and application software shall be controlled. Live data must not be used on development or test systems. 對操作系統(tǒng)和應(yīng)用軟件的變更 必須受到監(jiān)控 ， 真實系統(tǒng)數(shù)據(jù) 絕對禁止 用于開發(fā)或者測試系統(tǒng)。 - 15 - IHG Greater China IT Standard Operating Procedure All changes must be approved by authorized person. IT manager must be one of approval and provide technical advice, such as change cost, feasibility, interruptions to hotel operations, etc. 所有的變更都必須得到適當(dāng)?shù)膶徟?IT 經(jīng)理必須是審批的一環(huán)， 并 給出變更預(yù)算、變更的可行性 、實施變更對運營的影響 等專業(yè)性意見。 2.3.5 Related Procedure If user requires to do change, a change request form (APPENDIX 2.3.1 System Change Request Form) must be issued by user department head and get proper approval. The following changes must be informed to hotel General Manager and DOFBS (Director of Finance and Business Support) in advance. 如果 有用戶需要對 IT系統(tǒng)進行變更， 用戶部門經(jīng)理填寫 系統(tǒng)變更申請表并且 得到適當(dāng)?shù)膶徟?。 下列重要 變更 必須 提前 通知酒店總經(jīng)理與財務(wù)總監(jiān) - IT System Replacement 更換系統(tǒng) - System Vendor Replacement 更換系統(tǒng)供應(yīng)商 - System Support Replacement 更換系統(tǒng)技術(shù)支持 - System Upgrade 系統(tǒng)升級 The IT Manager is responsible for managing all implementations of changes to the hotel information systems. IT 經(jīng)理負責(zé)管理 酒店 所有 信息系統(tǒng)的變更 實施 。 No changes will be implemented to any hotel systems without the expressed authorization of the IT Manager. 沒有 IT 經(jīng)理的明確授權(quán)，不 準(zhǔn)許 對酒店系統(tǒng)進行任何變更。 All changes will be documented and logged, highlighting the amendments made and the reason for the change (e.g. upgrade to system software). 所有的變更都必須被記錄存檔，尤其是變更的地方和理由 （比如：系統(tǒng)軟件升級） 。 The followed major changes must be informed to Corporate IT Team in advance. 下列重要必須 提前 通知集團 IT部門 - IT System Replacement 更換系統(tǒng) - Major System Vendor Replacement 更換主要系統(tǒng)供應(yīng)商 - Major System Support Replacement 更換主要系統(tǒng)技術(shù)支持 - Major System Upgrade 主要系統(tǒng)升級 Changes will be made at a time that is of minimum disruption to users. Users will be given prior notice. 變更必須在一個對于用戶最小干擾的時間進行。用戶必須被提前告知。 System backup of existing software or parameter files will be made prior to any live changes to enable the system to be recovered in the event that a change is made - 16 - IHG Greater China IT Standard Operating Procedure inadvertently. 任何正式系統(tǒng)修改前必須對系統(tǒng)進行備份，以保證發(fā)生意外狀況是可以進行恢復(fù)。 Where changes are required to be undertaken by third parties (e.g. software suppliers), the above procedures will still be followed. Requirements for remote access to perform such updates will be strictly controlled by the IT Manager including the granting of modem/vpn access. 如果變更需要第三方（比如軟件供應(yīng)商）實施，上述程序依然有效。 如需通過遠程訪問實施變更，必須有 IT 經(jīng)理嚴(yán)格控制，包括通過調(diào)制解調(diào)器和 VPN 的訪問。 2.3.6 Reference Documents Hotel Accounting Manual CHAPTER 15.6.1 Change Management 2.3.7 Appendices APPENDIX 2.3.1 System Change Request Form - 17 - IHG Greater China IT Standard Operating Procedure 2.4 - Data and Systems Backup strategy STANDARD OPERATING PROCEDURE Department: Information Technology P&P#: Subject: Data and Systems Backup strategy Date: Prepared by: _ IT Manager Approved by: _ _ General Manager Dir of Finance & Business Support Distribution List: 2.4.1 Objective 1. To ensure proper handling of the hotel data and IT backup strategies. 確保酒店 IT 數(shù)據(jù)有正確的備份策略。 2. To establish controls and procedures for storage, protection, access, IT storage media, and related software. 建立存儲、保護、訪問、備份介質(zhì)和相關(guān)軟件的控制和操作程序 3. To ensure data integrity and availability. 保證數(shù)據(jù)的完整性和可靠性。 4. It is mandatory to backup all the system data and source program in order for emergency recovery purposes and prevent the hotel from loss due to system break down. 為避免系統(tǒng)崩潰后數(shù)據(jù)丟失，并在緊急修復(fù)后恢復(fù)數(shù)據(jù)，強制對系統(tǒng)數(shù)據(jù)和源程序進行備份是極其重要的 2.4.2 Scope All Systems & Data 所有系統(tǒng)和數(shù)據(jù) 2.4.3 Definition N/A 2.4.4 Policy 1. All IT systems will be backed up to external media to allow recovery of those systems in the event of a disaster. Backup media shall be stored in a location - 18 - IHG Greater China IT Standard Operating Procedure remote from the information system that was backed up. All backup media shall be stored securely giving the same level of physical security as the main system. 所有 IT 系統(tǒng)使用外部介質(zhì)備份以備出現(xiàn)系統(tǒng)問題時進行系統(tǒng)恢復(fù)。 備份介質(zhì)需要存儲在與所備份的系統(tǒng)不同的位置。 所有的備份介質(zhì)的物理存儲安全級別與主系統(tǒng)相同。 2. The IT Manager is responsible for ensuring that system backups is successful by checking the audit trails, system logs etc. Any errors encountered during the backup should be noted, investigated and resolved. IT 經(jīng)理負責(zé)通過檢查系統(tǒng)日志等保證系統(tǒng)備份完成。任何備份問題都必須被記錄、檢查和解決。 3. The IT Manager will regularly test backup procedures by reviewing log records to ensure completion, verifying that tapes are correctly labeled and stored correctly and by routinely restoring backup data from tape. IT 經(jīng)理必須定期測試備份程序，檢查記錄，保證完成并且檢查備份介質(zhì)被正確標(biāo)記和保存。并且安排磁帶數(shù)據(jù)恢復(fù)測試。 2.4.5 Related Procedure 1. The IT Manager will strategize the backup cycle and which media to be used (full, incremental, daily/weekly/month-end/quarter-end/year-end etc.) and retention period. All hotel IT systems data will be backed up to external media (e.g. tape cartridge or hard drive) on at least a daily basis. There must have enough tapes for at least one week backup cycle. IT 經(jīng)理制定備份循環(huán)、備份方式（完全、增量，日 /周 /月 /季 /年等）和保留期限等策略。 所有的酒店系統(tǒng)數(shù)據(jù)必須至少每天一次備份至外部介質(zhì)（磁帶或者硬盤） ，必須 準(zhǔn)備至少足夠一周備份工作所需的磁帶。 2. All backup media will be clearly labeled identifying the contents of the tape and the cycle to which it refers (e.g. Monday, 1st backup). 所有的備份介質(zhì)必須清晰標(biāo)明內(nèi)容、日期、周期等信 息 （例如：周一，第一次備份） 。 3. Backup media will be removed as soon as the backup process has been completed which may mean someone other than the IT Manager is given this responsibility. 備份完成后備份介質(zhì)須盡快由 IT 經(jīng)理授權(quán)的操作人員 取出。 4. The backup media should be transferred to a location remote from the equipment. The location for storing the backup media may be in the hotel but should be carefully chosen based on the likelihood of a fire or similar disaster affecting both it and the main system. Backup media is of no use if it is also damaged or destroyed in the same failure that affected the main system. - 19 - IHG Greater China IT Standard Operating Procedure 備份介質(zhì)必須被轉(zhuǎn)移到另外的地點保存。此地點可以在酒店內(nèi)，但是必須仔細選擇，在萬一發(fā)生火災(zāi)等情況時，不會與主系統(tǒng)同時損壞。如果備份介質(zhì)與其所備份的系統(tǒng)同時 損壞，那么備份就沒有任何意義。 5. The Chief Accountant is responsible for the backup process and holds custodianship of the back office system on monthly basis prior to the close period. This backup database will be stored on the hard disk, after backup procedure was done properly, the IT department should move it to CD disks. 每月關(guān)帳前，由總會計師負責(zé)對后臺系統(tǒng)進行一次備份，備份的數(shù)據(jù)庫將會保存在服務(wù)器的硬盤上，當(dāng)備份完成后信息技術(shù)部需要將這些數(shù)據(jù)刻錄在光盤上。 6. OFF-SITE TAPES (WEEKLY) 定期異地存儲備份磁帶（每周） Hotel should keep one-set tapes with full backup data OFF-SITE. The OFF-SITE tape should be replaced weekly. 酒店必須保存一套有完整備份數(shù)據(jù)的磁帶在酒店外部，每周更替循環(huán)。 OFF-SITE tapes are to be stored outside the hotel, maybe stored in a vault by your local vendor or if 2 clustered hotels you can exchange tapes. 外送磁帶可以存在本地供應(yīng)商處，如果本地有多個酒店，可以互相交換保存。 Adequate protection shall be given to the media whilst in transit and in storage to protect it from damage, theft or loss. 在送出和保存磁帶時必須有充分的保護措施以避免磁帶 失 效或者丟失。 7. SERVER IMAGES 服務(wù)器鏡像 It is highly recommended to include the backup of server images, interface images and other devices. By means of using image backup software like Acronis Trueimage or other mirroring software. 高度 推薦酒店對服務(wù)器、接口電腦等進行硬盤鏡像備份，可以使用 Trueimage等鏡像備份軟件。 8. The IT Manager will regularly test backup procedures by reviewing log records to ensure completion, verifying that tapes are correctly labeled and stored correctly and by routinely restoring backup data from tape. IT 經(jīng)理需定期通過檢查日志記錄測試備份程序來保證其正確完成。核實磁帶被正確的標(biāo)簽和存儲并且進行從磁帶恢復(fù)數(shù)據(jù)的測試。 9. Backup media will be replaced in line with manufacturer recommendations. Redundant backup media should be disposed of in a way that prevents the recovery of information from that media. 備份介質(zhì)根據(jù)生產(chǎn)商的 建議定期更換。過期的磁帶必須被銷毀以防止被用來從中恢復(fù)信息。 - 20 - IHG Greater China IT Standard Operating Procedure 2.4.6 Reference Documents Hotel Accounting Manual CHAPTER 15.6.3 Data and Systems Backup 2.4.7 Appendices APPENDIX 2.4.1 Offsite Tape Record - 21 - IHG Greater China IT Standard Operating Procedure 2.5 - IT Helpdesk Fault Logging BEST PRACTICES Department: Information Technology P&P#: Subject: IT Helpdesk Fault Logging Date: Prepared by: _ IT Manager Approved by: _ _ General Manager Dir of Finance & Business Support Distribution List: 2.5.1 Objective To be able to report/document/track any systems errors or discrepancies that may arise due to program/computer bugs or user errors. 能夠報告 /記錄 /跟蹤所有可能 由于 程序 /電腦 錯誤 或用戶 失誤產(chǎn)生 的系統(tǒng)錯誤或 差異 。 2.5.2 Scope This applies to all Greater China Hotels Information Technology Department. 適用于所有大中華區(qū)酒店 IT部。 2.5.3 Related Procedure 1) All system errors or discrepancies encountered by end users or the IT Department should be properly recorded in the IT Helpdesk System. 最終用戶或者 IT 部門遇到的所有系統(tǒng) 錯誤 或差異 都 必須 被正確記錄在 IT 服務(wù)系統(tǒng)內(nèi)。 2) Details of errors shall be written and properly logged in the IT Helpdesk System. 錯誤的詳細信息必須被記錄并且正確輸入 IT 服務(wù)系統(tǒng)。 3) IT Manager should review the records in the IT Helpdesk System on a daily basis to ensure proper solutions have been applied to the problems. IT 經(jīng)理必須每日檢查 IT 服務(wù)系統(tǒng)以 確保適當(dāng)?shù)慕鉀Q方案 已經(jīng) 被 應(yīng)用到 對應(yīng) 的 問題 。 4) On a monthly basis, IT Manager should review who are the few users experience more problems than others who may need special assistance. IT 經(jīng)理每月 回顧 遭受問題比其他人 多的 少數(shù)用戶 ，他們 可能需要特別 的 幫助。 - 22 - IHG Greater China IT Standard Operating Procedure 2.6 - IT Logbooks BEST PRACTICES Department: Information Technology P&P#: Subject: IT Logbooks Date: Prepared by: _ IT Manager Approved by: _ _ General Manager Dir of Finance & Business Support Distribution List: 2.6.1 Introduction IT Logbooks are essential to the IT Department operations. Logbooks are used to track down all the day to day transactions, events, faults and other important security incidents inside the IT Server Room and IT Department. IT部門運作 離不開 IT記錄本 。 記錄本 用于跟蹤所有的日常處理、事件、故障和其他 IT服務(wù)器機房和 IT部門必要的關(guān)鍵安全 事故 。 2.6.2 Scope This applies to all Greater China Hotels Information Technology Department. 適用于所有大中華區(qū)酒店 IT部。 2.6.3 Logbooks Server Room entry/access logbook The intention of this logbook is for IT personnel to control access to the server room. Server room logbook shall contain the name, purpose of entering server room, date and time of entry, date and time of exit and signature. The logbook shall be kept in close proximity of the IT Server room. 服務(wù)器機房進入 /訪問記錄本 此記錄本對于 IT員工 對 服務(wù)器機房 的使用 。服務(wù)器機房記錄本必須包括姓名、進入服務(wù)器機房目的、進入日期和時間、離開日期和時間以及簽名。此記錄本必須保存在 IT服務(wù)器 機房極為貼近 的位置。 Main UPS Integrity Test logbook This logbook is used to record all the main UPS integrity tests that includes the duration of how long the test has been conducted, the available power capacity converted to hours or minutes, that the UPS can sustain power to all servers, network devices and other appliances in the server room and the date and time the test was conducted. This logbook is also used to record the logs of any UPS faults, batteries replacement, repair or maintenance from the UPS vendor. 主 UPS完整測試記錄本 此記錄本用于記錄主 UPS所有的完整測試情況，包括：測試所用的時- 23 - IHG Greater China IT Standard Operating Procedure 間，有效電池工作時間（小時或分鐘），服務(wù)器機房內(nèi) UPS能夠維持 電源 的所有服務(wù)器 、 網(wǎng)絡(luò)設(shè)備和其他設(shè)備 ，以及測試的日期和時間。此記錄本也用于記錄所有的 UPS故障、電池更換以及 UPS供應(yīng)商的維修和保養(yǎng)等。 Server Breakdown/Changes logbook This logbook is used to record all server breakdowns, hangs and abnormal terminations. It is also used for recording patch upgrades, technical upgrades like changing of hard disk, adding of RAM, upgrading of OS, Windows updates and etc. It should contain the name of the Server, IP Address, date and time the event or fault happened. 服務(wù)器故障 /變更記錄本 此記錄本用于記錄所有服務(wù)器的故障、死機和非正常中斷等。也用于記錄更換硬盤、增加內(nèi)存、升級操作系統(tǒng)、微軟視窗系統(tǒng)升級等的服務(wù)器補丁升級和技術(shù)升級。記錄 還應(yīng)該 包含服務(wù)器名稱、 IP地址以及事件或者故障發(fā)生的日期和時間。 Equipment Items/Loan logbook This logbook is used to record all the borrowed and issued equipment items such as laptops, keyboards, mouse, hand phones, printers, power cords, CDs, DVDs and etc from the IT Department. The logbook should contain the name of the user, item description, date and time loaned or issued, date and time the items is returned, signature of the user. 設(shè)備清單 /借出記錄本 此記錄本用于記錄 IT部門 所有借 出 或分配的設(shè)備清單，如筆記本電腦、鍵盤、鼠標(biāo)、手機、打印機 、電源線、 CD/DVD等。此記錄本記錄包含用戶名字、設(shè)備描述、借出或分配的日期和時間、設(shè)備返還的日期和時間、用戶簽名。 Off-site Backup Tapes/Backup Tests logbook This logbook is used to record the time and date when the off-site tapes are being brought to an off-site locations. The logbook can also contain the recorded date and time of the backup tests and restore tests of the tapes or any other backup media that the hotel uses. 外部存儲備份磁帶 /備份測試記錄本 此經(jīng)記錄本用于外部存儲磁帶被送至酒店外部保存 的記錄 。本記錄本也可以記錄 對磁帶或者酒店使用的其他備份介質(zhì)的備份測試和恢復(fù)測試的日期和時間。 - 24 - IHG Greater China IT Standard Operating Procedure 2.7 - User Files Backup BEST PRACTICES Department: Information Technology P&P#: Subject: User Files Backup Date: Prepared by: _ IT Manager Approved by: _ _ General Manager Dir of Finance & Business Support Distribution List: 2.7.1 Objective To safely backup user files and important data from their respective computers to the IT Department file server for archiving purposes. 將用戶的文件和重要數(shù)據(jù)從他們各自的電腦安全備份到 IT部門的文件服務(wù)器進行存檔。 2.7.2 Scope This applies to all Greater China Hotels Information Technology Department. 適用于所有大中華區(qū)酒店 IT部。 2.7.3 Related Procedures: 1) Only authorized users files and important data are to be backup to the IT Department file server. 只有授權(quán)用戶的數(shù)據(jù)和重要文件才能備份到 IT部門的文件服務(wù)器。 2) Users are given the full rights to their individual personal folders and can be used as their personal storage of their confidential and important documents. 用戶 將 被授予 充分的權(quán)限以訪問作為個人機密和重要 文件存儲的個人文件夾。 3) Users are responsible to housekeep their own personal folders not to exceed the allotted quota. 用戶負責(zé)維護自己的個人文件夾不超過分派的容量。 4) Backup of user files are being done on a nightly basis to assure protection of classified and important files. Any restoration or retrieval of lost or missing files of users can be verified through IT Department. 每天晚上對用戶的文件進行備份以保護機密和重要的文件。恢復(fù)或者取回丟失或失蹤的用戶文件由 IT部門核實后執(zhí)行。 - 25 - IHG Greater China IT Standard Operating Procedure 5) In case of laptop or workstations crash or corruptions and in need of a hard disk restoration, only files saved in the users personal folder in file server will be restored. 如果筆記本電腦或者工作站崩潰或者損壞，需要做硬盤的復(fù)原，只有保存在文件服務(wù)器的用戶個人文件夾內(nèi)的文件才能被 確保 恢復(fù)。 - 26 - IHG Greater China IT Standard Operating Procedure 2.8 - IT After Office Hours On-Calls BEST PRACTICES Department: Information Technology P&P#: Subject: IT After Office Hours On-Calls Date: Prepared by: _ IT Manager Approved by: _ _ General Manager Dir of Finance & Business Support Distribution List: 2.7.1 Objective The purpose of this procedure is to streamline the calls to IT Department after office hours, thus preventing unnecessary calls during after office hours. 本文檔的目的是提高對 IT部門 下班后呼叫 的效率，防止下班后不必要的 呼叫 。 2.7.2 Scope This applies to all Greater China Hotels Information Technology Department. 適用于所有大中華區(qū)酒店 IT部。 2.7.3 Related Procedures: IT Department on-site support starts at 提供現(xiàn)場支持，下班后開始待命。 IT Team accepts on-calls when major systems hangs or deemed faulty and the operations are paralyzed. IT團隊接受 主 要 系統(tǒng)死機或者失效 以及 不能正常 運作 的 呼叫 。 Valid on-calls are to be strictly adhered to prevent unnecessary calls to IT Staff after office hours. 必須嚴(yán)格遵循呼叫的有效性，以防止對 IT員工下班后不 必要 的呼叫。 Any calls that are only inquiries (e.g. what is my password? How do I print in a different printer?) are not valid on-call problems. 任何只進行查詢的呼叫（比如：我的密碼是什么？如何從另外一個打印機進行打??？）不是有效的呼叫問題。 - 27 - IHG Greater China IT Standard Operating Procedure Below are the problems that are deemed valid after office hours: 下列是下班后視為有效的問題： - PMS not functional PMS不能操作 - POS not functional POS不能操作 - POS workstations are not functional POS工作站不能工作 - Network is down, guest room network is not functional 網(wǎng)絡(luò)中斷，客房網(wǎng)絡(luò)不能工作 - Main power for computers and printers are down 電腦和打印機的主電源停電 - Duty Manager calls that the Server Room has problems (ups, temperature, humidity, fire.) 值班經(jīng)理 反應(yīng)服務(wù)器機房有問題（ UPS電源、溫度、濕度、火情等） - Wireless Internet in Club Lounge not functional 行政樓層無線網(wǎng)絡(luò)不能工作 - Guest laptops in the guest room cannot be fixed by Duty Manager or HSIA support 客房內(nèi)的客人筆記本電腦不能由值班經(jīng)理或者寬帶供應(yīng)商支持 人員 修復(fù) - Guest computers in Business Center not functional 商務(wù)中心內(nèi)的客用電腦不能工作 - ESCAP Database is corrupted ESCAP系統(tǒng)數(shù)據(jù)庫出錯 - ESCAP users cannot login ESCAP系統(tǒng)用戶不能的登錄 - Accounting System not functional month end only 財務(wù)系統(tǒng)不能工作僅限于月結(jié)。 - Other major problems 其他重要的問題 PMS passwords are deemed to be the responsibility of the users to change every 45-90 days. PMS系統(tǒng)的密碼由各自用戶負責(zé)每 45-90天更換。 Locked-out passwords cannot be rectified and reset until the following morning. 密碼 被鎖定的問題 必須到第二天早晨才能 得到糾正和復(fù)位。 Most of the problems deemed valid can be easily rectified by the IT Department remotely from their home computers. IT Team will go back to the hotel once the problem cannot be rectified via remote access. 大多數(shù)問題可以由 IT部門 通過遠程接入 解決。如果不能通過遠程訪問解決問題， IT部門將 立刻 返回酒店處理。 - 28 - IHG Greater China IT Standard Operating Procedure 3. IT Maintenance 3.1 - IT Asset Inventory Management STANDARD OPERATING PROCEDURE Department: Information Technology P&P#: Subject: IT Asset Inventory Management Date: Prepared by: _ IT Manager Approved by: _ _ General Manager Dir of Finance & Business Support Distribution List: 3.1.1 Objective To establish proper procedures to manage hotel IT assets inventory. 建立酒店正確的 IT資產(chǎn)庫存管理機制。 3.1.2 Scope This applies to all Greater China Hotels Information Technology Department. 適用于所有大中華區(qū)酒店 IT部。 3.1.3 Introduction Inventory Management 庫存管理 It is important for the hotel to know the various IT assets they own and operate. IT Department must perform periodic inventory check of hardware and software assets.酒 店了解自己擁有和運營的各種 IT資產(chǎn)是非常 重要 的。 IT部門必須進行硬件和軟件的定期 庫存盤點 。 Managing the life cycle of data, from creation to archival begins with a thorough understanding of the IT assets that generates the data. Hardware and software asset inventories are essential for gaining this knowledge and for prioritizing the efforts required to protect important business systems and data. 庫存數(shù)據(jù)的生命周期從對生成數(shù)據(jù)的 IT資產(chǎn)的徹底了解開始。 硬件和軟件資產(chǎn) 盤點 對獲得這方面的知識和并且優(yōu)先保護 重要的業(yè)務(wù)系統(tǒng)和數(shù)據(jù) 是絕對必要的。 Another reason for IT asset inventory management is to discover areas of IT infrastructure that - 29 - IHG Greater China IT Standard Operating Procedure require attention. For example, an asset inventory might reveal that various servers in data center need upgrades. Without taking stock of what one already, buying new technology is a crapshoot that may result in wasted money, time, and effort. 建立 IT資產(chǎn) 庫存 是為了發(fā)現(xiàn) IT基礎(chǔ)設(shè)施 中需要注意的 領(lǐng)域 。例如，某一資產(chǎn)庫存 記錄 可能會顯示位于數(shù)據(jù)中心的一些服務(wù)器需要升級。沒有對已經(jīng)擁有資產(chǎn)的觀察， 購買新的技術(shù)是 有 風(fēng)險的，可能導(dǎo)致浪費金錢 、 時間和精力。 IT asset inventory and overall management are a crucial part of keeping hotel data center infrastructure humming along smoothly. The advent of new regulatory requirements that impose strict data control requirements on businesses will force many IT staff to improve the way they manage hardware and software assets. After all, IT manager cannot manage critical data if he does not even know what equipment and applications generate it, so compliance begins with good inventory and asset management controls. IT 資產(chǎn)庫存和全面管理是使數(shù)據(jù)中心基礎(chǔ)設(shè)施順利運營的重要部分。對商業(yè) 數(shù)據(jù) 的嚴(yán)格 控制要求 將迫使 IT 經(jīng)理改善對硬件和軟件資產(chǎn)的管理。如果 IT經(jīng)理不知道產(chǎn)生關(guān)鍵數(shù)據(jù)的環(huán)境和應(yīng)用，將無法對其進行管理。服從管理需求從 良好的庫存和資產(chǎn)管理控制 開始。 Finally, IT assets inventory is especially important to ensure that IT maintains compliance with the various software licenses business needs to operate. If IT does not know about a server that a particular department purchased that will suddenly puts hotel out of compliance with a software licensing agreement, hotel runs a risk of viol ating its licensing agreement. Also, conducting an inventory can help IT quickly ferret out illegally installed, unlicensed copies of software. 最后，資產(chǎn) 庫存 對于 IT保持遵守各種 根據(jù)業(yè)務(wù)運作需求的 軟件 的 許可是特別重要 的 。如果不知道的 某臺 服務(wù)器 是由哪個部門購買的，可能將突然導(dǎo)致不遵守 軟件許可協(xié)議， 使 酒店 承擔(dān)運營風(fēng)險 。此外，進行 庫存盤點 可以幫助快速找出非法安裝 的 盜版軟件。 TIMING 時機 One of the first questions that come up regarding IT inventory audit is frequency. How often should IT manager inventory Hotel IT assets? IT盤點的一個首要問題是頻率， IT經(jīng)理 多久對于酒店 IT資產(chǎn)庫存盤點一次 ？ While there is no definite rule for the timing of inventories, the frequency of change of IT infrastructure should be the determining factor here. If the hotel is frequently purchasing new hardware or soft ware, IT inventory should be updated more frequently, say, every quarter. If IT infrastructure does not change very often, then once a year may suffice. 對于盤 點 的時機沒有明確的規(guī)則，但是決定性的因素應(yīng)該基于 IT基礎(chǔ)架構(gòu)的變化頻率。如果酒店不斷 地 購買新的 硬件 或 軟件 ， IT庫存應(yīng)該更頻繁地更新。 比如 說， 每 季度 一次 。 如果 IT基礎(chǔ)架構(gòu)并 不經(jīng)常 變 化， 那么可以 每年 更 新 一次。 WHAT TO TRACK? 跟蹤 那些資產(chǎn)？ Items such as servers, desktops, laptops, and network equipment should be part of the inventory, especially for hardware under the terms of a contractual agreement, such as a lease or a maintenance service contract. - 30 - IHG Greater China IT Standard Operating Procedure 酒店的 硬件， 如服務(wù)器 、 臺式機 、 筆記本電腦 、 網(wǎng)絡(luò)設(shè)備 都應(yīng)該是 庫存 的一部分 。尤其是 有相關(guān)合同協(xié)議的 硬件 ，如租賃或維 護 服務(wù)合同。 Software companies take an active interest in protecting their intellectual property and in most cases have the financial resources to engage in a le