四川TC公司IT运维服务项目管理实践研究

发布时间：2018-04-25 13:14

本文选题：项目管理 + 多项目管理　；参考：《电子科技大学》2015年硕士论文

【摘要】：自20世纪80年代以来,国际技术和经济环境变化激烈,技术发生了日星月异的变化、经济也逐渐朝着一体化的方向演变。随着经济一体化、全球化进程的发展,对企业而言,其所赖以生存的经济环境和市场环境也发生了巨大的变化。对我国企业而言,这种变化尤为突出,它们不仅要面对国内同行业企业的竞争、替代行业的竞争,还要在来自国外跨国集团的强烈竞争中寻求出路；另一方面,企业所面对的客户类型日趋复杂化,客户需求也日趋个性化。随着我国市场经济体制的发展和完善,我国的市场环境已经由卖方市场逐步转变为买方市场。企业只有立足于客户需求,对客户的要求做出快速应对,才可能在激烈的国内、国际竞争中获得发展。因此企业的运作效率和反应速度变得更加重要。IT运维管理是时下IT界最热门的话题之一。随着近年来全球IT建设的不断深入和完善,IT硬软件系统的运行维护已经成为了各行各业各单位领导和信息服务部门普遍关注和不堪重负的问题。由于这是一个随着计算机信息技术的深入应用而产生的新课题,因此如何进行有效的IT运维管理,这方面的知识积累和应用技术还刚刚起步。对这一领域的研究和探索,将具有广阔的发展前景和巨大的现实意义。本文以TC公司在组织成长、发展中遇到的问题,结合项目管理工程硕士中所学的项目管理学知识,通过案例研究的方法,对TC公司IT运维服务项目服务质量引起客户满意度下降、项目过程管理失控和内部冲突等多方面问题进行了分析和研究。深刻分析了出现以上问题的原因突出地表现在项目管理理念不够深入、组织架构不合理、项目管理不到位等方面。结合企业组织相关管理的知识,采用案例研究的方法,首先研究的题目范围(项目管理和多项目管理运作)等相关理论进行了归纳总结,然后提出了企业多项目管理运作的必要性及可行性分析；接着结合项目管理的相关规范及标准,并对IT服务企业当前的行业背景和发展情况进行了归纳总结,然后对TC公司多项目管理现状进行简要的介绍和分析,根据TC公司实际情况,提出公司目前面临的各类项目中发生的管理不足、过程失控以及内部冲突等方面的问题,进而导致客户满意度下降这一实际情况,明确主要原因。在项目管理学理论的指导下,针对现状分析问题、寻找原因,针对其在经营范围内的IT运维服务项目在整体上归纳出了IT运维服务项目的通行特点,并根据这些特点将Tc公司的实际情况与理论分析结合起来,最后提出解决问题的思路和方法,并对解决方法实施后的效果进行了跟踪验证。
[Abstract]:Since 1980s, the international technical and economic environment has changed fiercely, the technology has changed with the Sunstar, and the economy has gradually evolved into the direction of integration. With the economic integration and the development of the globalization process, great changes have taken place in the economic environment and market environment on which the enterprises are living. In the case of enterprises, this kind of change is particularly prominent. They not only have to face the competition in the domestic industry, replace the competition in the industry, but also seek a way out in the strong competition from foreign transnational groups. On the other hand, the types of customers are becoming more and more complex and the demand of customers is becoming more and more personalized. The development and perfection of the market environment in China has gradually changed from the seller's market to the buyer's market. Only based on the needs of the customers and responding quickly to the requirements of the customers, it is possible to develop in the fierce domestic and international competition. Therefore, the operation efficiency and reaction speed of the enterprise become more important when the.IT operation and maintenance management is more important. As one of the most popular topics in the IT world, with the development of the global IT in recent years, the operation and maintenance of the IT hardware and software system has become a common concern and unbearable problem in all walks of life and information services. This is a new lesson with the application of computer information technology. Therefore, how to carry out effective IT operation and maintenance management, the knowledge accumulation and application technology in this field have just started. The research and exploration in this field will have a broad development prospect and great practical significance. This article is based on the problems encountered by the TC company in the development and development of the project Management Master of project management. With the method of case study, this paper analyzes and studies the problems of TC IT operation and maintenance service quality, which causes the decline of customer satisfaction, the out of control of the project process management and the internal conflict. It is not reasonable and the project management is not in place. Combining the knowledge of enterprise organization related management and the method of case study, it summarizes the related theories, such as the scope of project management and multi project management operation, and then puts forward the necessity and feasibility analysis of the enterprise multi project management operation. The relevant standards and standards of project management are summarized, and the current industry background and development situation of IT service enterprises are summarized. Then, the status of TC company's multi project management is briefly introduced and analyzed. According to the actual situation of TC company, the shortage of management, process out of control and internal of various items facing the company are put forward. The problem of conflict and other aspects, which leads to the decline of customer satisfaction, is the main reason. Under the guidance of the theory of project management, this paper aims at the current situation analysis and finding the reasons. In the light of the IT operation and maintenance service project in the scope of operation, the characteristics of the IT operation and maintenance service are summarized. The actual situation of Tc company is combined with the theoretical analysis. Finally, the ideas and methods to solve the problem are put forward, and the results after the implementation of the solution are tracked and verified.

【学位授予单位】：电子科技大学
【学位级别】：硕士
【学位授予年份】：2015
【分类号】：F272

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