基于ITIL的X机关网站系统运维流程再造研究
发布时间：2018-07-21 20:26
【摘要】：ITIL（Information Technology Infrastructure Library，ITIL，信息技术基础架构库）是IT治理（IT Governance）和IT服务管理（ITSM）领域当前受到全球广泛认可的标准模型和实践框架之一。本文以X机关网站的系统运维项目作为研究对象，通过建立基于ITIL的管理流程来对现有运维工作进行有效梳理，进而提升网站系统运维的服务质量。 本文首先对ITIL的相关理念进行了概述，给出了ITIL最新版本ITILV3的基本流程框架。接着分析了X机关网站的系统运维项目当前的组织形式、管理方式及存在的问题现状，在此基础上，提出了项目出现问题的五大原因和拟用ITIL V3“服务战略、服务设计、服务转换、服务运营、持续服务改进”五大核心流程方法解决该问题的主要思路。之后本文依照ITIL的理念对项目进行了总体梳理，重新定义了项目人员角色、项目组竞争压力、核心竞争力等关键元素，提出项目利益关系人的共同价值基础，，并给出由ITILV3基本流程框架改造而来的本项目流程框架模型，针对项目存在的具体问题一一设计该框架下的各核心流程、子流程、职能模块和主要文档模版，逐步将ITILV3的最佳实践方法在本运维项目中落地。 通过本文研究设计的项目管理流程受到了项目运维人员和相关领导的认可与支持，填补了原项目缺乏科学管理思想和方法的空白，运用ITIL有针对性地解决了项目存在的具体问题和问题成因，这将有效规范X机关网站系统的运维工作，提升运维服务质量，进而提升X机关网站为国家和社会服务的能力。本文的应用性研究成果也对X机关其他电子政务项目的运维管理有借鉴意义和推广作用。
[Abstract]:ITIL (Information Technology Infrastructure Library) is one of the standard models and practice frameworks in the field of IT Governance (IT Governance) and IT Services Management (ITSM). This paper takes the system operation and maintenance project of X organ website as the research object, through the establishment of ITIL-based management process to effectively comb the existing operations and maintenance work, and then improve the service quality of the website system operation and maintenance. This paper first summarizes the related concepts of ITIL, and gives the basic flow framework of the latest version of ITIL V3. Then it analyzes the current organization, management mode and existing problems of the system operation and maintenance project of the X organ website. On this basis, it puts forward five major reasons for the problems in the project and the service strategy and service design of ITIL V3. Service transformation, service operation and continuous service improvement are the five core process methods to solve this problem. Then, according to the concept of ITIL, this paper makes a general combing of the project, redefines the key elements, such as the role of the project personnel, the competitive pressure of the project team, the core competitiveness, and puts forward the common value basis of the stakeholders of the project. The model of the project flow framework which is transformed from the ITILV3 basic process framework is given. The core processes, sub-processes, functional modules and main document templates of the framework are designed for the specific problems existing in the project. Step by step the best practices of ITIL V3 will be brought to the ground in this operation and maintenance project. The project management process studied and designed in this paper has been recognized and supported by the project operators and related leaders, which fills the blank of the original project's lack of scientific management ideas and methods. The application of ITIL solves the specific problems and causes of the problems, which will effectively standardize the operation and maintenance work of the X organ website system, enhance the quality of operation and maintenance service, and then enhance the ability of the X organ website to serve the country and society. The application research results of this paper can also be used for reference and popularizing the operation and maintenance management of other e-government projects in X organ.
【学位授予单位】：北京工业大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：TP393.092
本文编号：2136757
[Abstract]:ITIL (Information Technology Infrastructure Library) is one of the standard models and practice frameworks in the field of IT Governance (IT Governance) and IT Services Management (ITSM). This paper takes the system operation and maintenance project of X organ website as the research object, through the establishment of ITIL-based management process to effectively comb the existing operations and maintenance work, and then improve the service quality of the website system operation and maintenance. This paper first summarizes the related concepts of ITIL, and gives the basic flow framework of the latest version of ITIL V3. Then it analyzes the current organization, management mode and existing problems of the system operation and maintenance project of the X organ website. On this basis, it puts forward five major reasons for the problems in the project and the service strategy and service design of ITIL V3. Service transformation, service operation and continuous service improvement are the five core process methods to solve this problem. Then, according to the concept of ITIL, this paper makes a general combing of the project, redefines the key elements, such as the role of the project personnel, the competitive pressure of the project team, the core competitiveness, and puts forward the common value basis of the stakeholders of the project. The model of the project flow framework which is transformed from the ITILV3 basic process framework is given. The core processes, sub-processes, functional modules and main document templates of the framework are designed for the specific problems existing in the project. Step by step the best practices of ITIL V3 will be brought to the ground in this operation and maintenance project. The project management process studied and designed in this paper has been recognized and supported by the project operators and related leaders, which fills the blank of the original project's lack of scientific management ideas and methods. The application of ITIL solves the specific problems and causes of the problems, which will effectively standardize the operation and maintenance work of the X organ website system, enhance the quality of operation and maintenance service, and then enhance the ability of the X organ website to serve the country and society. The application research results of this paper can also be used for reference and popularizing the operation and maintenance management of other e-government projects in X organ.
【学位授予单位】：北京工业大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：TP393.092
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