S公司ITSM项目质量管理研究
发布时间：2018-07-13 21:58
【摘要】：S公司的IT服务管理项目的主要目标,是通过应用ITIL V3的最佳实践,设计符合ITIL V3规范的IT服务业务流程。本文通过理论分析,结合S公司实际的项目案例,结合ITSM项目的特点,具体论证了S公司ITSM项目质量管理的实现方法。具体包括项目质量管理的过程管理和产出物管理。在质量管理过程管理中,通过因果分析法具体分析了S公司目前在ITSM项目质量管理过程中存在的问题,同时,结合实际案例进行相关分析,为S公司ITSM项目质量管理过程中的质量计划、质量保证、质量控制过程提出了建议；在产出物管理的方面,介绍了应用6σ方法对项目产出物(即ITSM业务流程)进行进一步质量优化的方法。通过研究,得出IT服务管理项目的项目质量管理方法,希望能为同类项目管理提供一些借鉴。
[Abstract]:The main goal of S's IT Services Management Project is to design ITIL V3 compliant IT service business processes through the application of ITIL V3 best practices. Through theoretical analysis, combined with the actual project case of S Company, combined with the characteristics of ITSM project, this paper demonstrates the realization method of quality management of ITSM project in S Company. It includes process management and output management of project quality management. In the process management of quality management, the paper analyzes the problems existing in the process of ITSM project quality management in S company by causality analysis method, and carries on the related analysis in combination with the actual case. Put forward suggestions for quality planning, quality assurance and quality control process in ITSM project quality management process of S Company. This paper introduces the method of further quality optimization of project outputs (i.e. ITSM business process) by using 6 蟽 method. Through the research, the project quality management method of IT service management project is obtained, hoping to provide some reference for the similar project management.
【学位授予单位】：华东理工大学
【学位级别】：硕士
【学位授予年份】：2015
【分类号】：F273.2;F426.722
[Abstract]:The main goal of S's IT Services Management Project is to design ITIL V3 compliant IT service business processes through the application of ITIL V3 best practices. Through theoretical analysis, combined with the actual project case of S Company, combined with the characteristics of ITSM project, this paper demonstrates the realization method of quality management of ITSM project in S Company. It includes process management and output management of project quality management. In the process management of quality management, the paper analyzes the problems existing in the process of ITSM project quality management in S company by causality analysis method, and carries on the related analysis in combination with the actual case. Put forward suggestions for quality planning, quality assurance and quality control process in ITSM project quality management process of S Company. This paper introduces the method of further quality optimization of project outputs (i.e. ITSM business process) by using 6 蟽 method. Through the research, the project quality management method of IT service management project is obtained, hoping to provide some reference for the similar project management.
【学位授予单位】：华东理工大学
【学位级别】：硕士
【学位授予年份】：2015
【分类号】：F273.2;F426.722
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2 常金玲;;基于PDCA的信息系统全面质量管理模型[J];情报科学;2006年04期
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