Overview

The core positioning of improvement management is to establish a full-lifecycle management and control mechanism that covers from requirement submission, responsibility assignment, progress monitoring, and issue verification and closure. Standardized improvement orders for product function defects, O&M system weaknesses, and management process vulnerabilities identified in the entire fault handling process, ensure that all improvement items are traceable, quantifiable, and feasible.

In O&M improvement items, the typical scenario is as follows: If no alarm rule is configured for a specific exception scenario (such as interface timeout and resource usage threshold crossing) for a service application, the exception status of the software product cannot be detected in real time, which may cause fault expansion risks. In this case, the O&M responsibility team needs to start the alarm policy supplementation process first to specify the alarm threshold, trigger conditions, notification link, and response time, and use technical means to improve the timeliness and accuracy of exception detection, thereby consolidating the O&M risk prevention and control capability.

Improvement tickets are generated based on key service scenarios, including the review of routine O&M incidents (such as fault repair and performance alarms), evaluation conclusions of major fault handling through the war room (emergency command team), weaknesses detection in chaos drills (faults are proactively injected to verify system resilience), and improvement solutions formed in the production readiness review (PRR) meeting. This ensures that all potential risks can be converted into executable improvement requirements, promoting continuous iteration and optimization of the O&M management system.

Figure 1 Improvement ticket management process