The Way of IT Operations

Name: The Way of IT Operations
ISBN: 9787115496997

李鹏Posts & Telecom Press2019

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Word count: 308K words
Chapters: 40
ISBN: 9787115496997

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Summary

The Way of IT Operations is a methodological book for IT service practitioners written by Li Peng, drawing on nearly twenty years of frontline experience in IT security and operations management. The book is structured in five parts—Opportunity, Doing, Dealing, Skills and Going Deeper—advancing layer by layer from career choice, working methods, interpersonal communication and technical skills to standards and systems, in an effort to give readers a panoramic view of IT services. "Opportunity" uses real cases as background to discuss how IT practitioners should position themselves between "software development" and "IT services"; "Doing" revolves around what IT operations actually does, how to do it, and how to do it well, setting out service principles such as making plans, honoring commitments, following standards, emphasizing control, giving feedback, valuing efficiency, being able to respond to emergencies and ensuring support, and explaining goal setting, plan making, standards and completeness, efficiency and quality; "Dealing" discusses, from the two directions of "winning the customer's heart" and "winning one's own people's hearts," requirements interpretation, communication styles, service experience, and collaboration with superiors and colleagues; "Skills" systematically introduces hardware operations such as servers, storage devices and network devices, as well as software operations skills such as operating systems, middleware, databases, data backup, security software and dual-machine software; "Going Deeper" further explains precise operations, user perception systems, IT service governance and service quality evaluation, and surveys international and domestic standards and methods such as ITIL, PDCA, ITSM, ISO 20000, ISO 27001, ITSS and DevOps. The book's hallmark is simplifying the complex: it explains obscure IT standards, norms and process systems in plain language and emphasizes distilling practicable methods from frontline operations practice. This entry corresponds to the second edition published in 2019, 234 pages, priced at 55 yuan.

Editor's review

很多讲运维的书，要么通篇是设备型号和命令，要么只堆砌ITIL术语，读者看完仍不知道明天上班该干什么。这本书难得地把“人”放回了运维工作的中心：它先谈职业选择与定位，再谈做事的方法与规范，然后才落到服务器、存储、数据库、中间件这些硬技能，最后收在标准与治理上，形成一条从入行到进阶的清晰路径。作者李鹏长期在企业一线做IT安全与运维管理，是中国信息技术服务标准技术委员会专家、ISO 20000国际认证管理师。他把讲计划、重承诺、讲规范、有反馈、能应急这类朴素经验与ITIL、ISO 20000、ITSS等框架对照着讲，让标准不再是纸面条文，而成为可以照着执行的日常做法。书中“精准运维”“用户感知体系”“运维服务质量评价”等章节，也回应了云计算、大数据时代用户对服务响应与体验的更高要求。第2版在初版基础上调整了结构，将原先的“高级篇”改为“深入篇”，补充了互联网、大数据与风控模型、DevOps等新内容，篇幅增至234页、约30.8万字。它更像一本入职培训手册和职业成长的参考书，适合放在工位上反复翻。

Who it's for

A good fit for

刚入行或准备转入IT运维、桌面运维岗的新人，需要建立整体工作框架
已在运维一线多年、想从“救火”转向规范化服务管理的工程师
IT服务外包与系统集成公司的项目经理、服务经理
需要准备ITIL、ISO 20000、ITSS相关认证或内部培训的从业者
计算机相关专业学生，想了解企业IT服务真实工作样貌

Not a good fit for

寻找具体命令、脚本、排障案例合集的技术型读者，本书偏方法论
只想深入某一款云平台、某一种中间件源码细节的资深专家
期待完整DevOps工具链实操教程的读者，书中仅作概览式介绍

Reading tips

第一遍可按“机遇—做事—处事—技能—深入”顺序通读，先建立全景，再决定重点章节。
技术岗读者可把第12、13章当作知识地图，遇到具体设备或软件时再查资料深挖，不必逐字记忆。
做服务管理的读者重点读第3至11章与第14至17章，并把书中的服务原则对照自己团队的流程做差距清单。
读完后挑一条原则（如讲计划或有反馈）在两周内落地实践，再回看相应章节修正。

About the publisher

Posts & Telecom Press China · Founded in 1953

Posts & Telecom Press is known for its strengths in science and technology, computing, and information and communications titles, and has extended its publishing into photography, art, software learning, and inspirational growth, giving it a fairly diverse range. Its catalog includes computing and communications works such as Refactoring and Patterns (Revised Edition) and Huawei Switch Learning Guide (Second Edition), alongside bilingual collector's editions such as The Little Prince (Chinese-English-French illustrated collector's edition), The Great Gatsby, and Three Days to See. Beijing Ten Years: 1980-1990 and Ghost Blade: WLOP Personal Illustration Collection reflect its presence in photography and art. Its authors include Antoine de Saint-Exupéry, Helen Keller, Joshua Kerievsky, Wang Da, Zhang Zhaozeng, and WLOP.

Part I: Opportunity
Chapter 1 IT Men
1.1 Monthly Salary Over Ten Thousand After Half a Year
1.2 Becoming a Department Manager in Three Years
1.3 The Creative Life of IT Services
Chapter 2 Opportunity Means Sometimes Choice Matters More Than Effort
2.1 Choosing IT Development or IT Services
2.2 Choose Early, Lead Early
Part II: Doing
Chapter 3 What IT Operations Does
3.1 The Four Key Tasks of IT Operations
3.2 Principles of IT Operations Services
3.3 Achieving Service Balance
3.4 Implementing Overall Operations
3.5 Service Processes That Run Throughout
Chapter 4 Doing Things with Purpose and Plan
4.1 How to Set Goals
4.2 How to Make Plans
4.3 How to Work According to Plan
Chapter 5 Emphasizing Standards and Completeness
5.1 Standards in Work
5.2 Completeness in Work
Chapter 6 High Efficiency and High Quality
Chapter 7 Affinity and Systematicness
Chapter 8 Understanding the Business and Thinking Well
Chapter 9 Other Services
Part III: Dealing
Chapter 10 Winning the Customer's Heart: Practicing External Skills
Chapter 11 Winning Your Own People's Hearts: Cultivating Internal Skills
Part IV: Skills
Chapter 12 Hard Skills of Operations—An Introduction to Operations Hardware Technology (Servers, Storage Devices, Network Devices, Hardware Operations Skills Guide)
Chapter 13 Soft Skills of Operations—An Introduction to Operations Software Technology (Operating Systems, Middleware, Databases, Data Backup, Security Software, Dual-Machine Software)
Part V: Going Deeper
Chapter 14 Precise Operations Services
Chapter 15 User Perception Systems
Chapter 16 Governance of IT Operations Services
Chapter 17 Quality of IT Operations Services
Chapter 18 Beyond the Horizon: International Standards for IT Services (ITIL, PDCA Cycle, ITSM, ISO 20000, ISO 27001, ITSS, DevOps)
Concluding Remarks
Appendix A Glossary

FAQ

这本书更适合运维新人还是资深工程师？

更偏向新人入门和中层提升。新人能借它建立职业定位与工作框架，中层可参考其中的规范、治理与质量评价思路；对追求深度技术的资深工程师，技术章节的深度相对有限。

书里的技术内容会不会已经过时？

第2版2019年出版，服务器、存储、数据库等基础原理仍然适用，但具体产品形态与云原生工具已有变化。建议把技能篇当作知识地图，结合当下主流平台资料补充学习。

需要先懂ITIL才能读吗？

不需要。作者有意把标准术语讲得浅显，第18章才系统介绍ITIL、ISO 20000、ITSS等框架，可以先读前面的做事、处事篇，再回看标准部分。

第1版和第2版有什么区别？

第1版2015年出版，212页，ISBN 9787115384508；第2版2019年出版，234页、约30.8万字，将“高级篇”改为“深入篇”，并增加了互联网、大数据、风控模型、DevOps等内容。

这本书在豆瓣的评分如何？

第1版在豆瓣约有二十余人评价，评分在5.5分上下，口碑分化；第2版评价人数不足，暂无稳定分数。选购时可把它当入门与框架类读物，而非技术手册。

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About the author

李鹏 Author

Li Peng is an author whose works span several fields; public information about him is limited, and eight titles appear under his name, covering health, industrial technology, law, sports, documentary literature, and agriculture and forestry. Judging by his subjects, he attends both to ordinary readers' daily needs, as in a targeted training guide for lower-back rehabilitation, and to technical topics such as airborne general-purpose air-to-ground missile technology. In law, his works include judicial application and conviction and sentencing in drug crime cases and an analysis of typical tax violation cases. In sports he has written on the anti-elephant opening in chess, in documentary literature on characters from the Three Kingdoms, and he has also produced a Chinese-English translation of Chinese agricultural science classics and an experimental guide for university computer basics. His writing tends toward the practical and the informative, aimed at readers of different backgrounds.