E公司IT服务管理流程研究

发布时间：2018-04-20 01:06

本文选题：IT运维管理 + IT服务管理　；参考：《华东理工大学》2016年硕士论文

【摘要】：随着现代企业信息化的深入发展,如何做好信息系统的运维工作,提升信息运维支撑能力,是摆在E公司面前必须解决的问题。根据近年来E公司领导层的管理要求,结合运维生产实际,围绕“抓主线,明规则,理流程,用工具,重培训,析数据”六个方面开展活动,实现了对所有IT基础设施监控全覆盖,重新梳理优化了事件,问题,配置,变更和发布五大基础流程并推广应用,运维管理已逐步实现规范化,精益化。本文以工T服务管理流程为研究对象,运用企业咨询尤其是IT服务管理咨询中的成熟理论和方法,对E公司的IT运维服务管理中存在的一些问题进行研究和分析,找出其在IT的帮助台,故障管理,问题管理,配置管理和变更管理等方面存在的问题,而且针对这些问题提出了相应的流程改进。并以改进后的实际运维平台来验证这些改进措施的适用性和有效性,以及其对E公司IT部门绩效和工作文化的提升和改善。通过研究表明,这些改进措施有利于提高E公司IT部门的服务管理水平,提升关键业务应用的稳定运行能力,降低因服务不可用而造成的直接和间接损失,而且有利于同行业其他公司的借鉴与参考。我们期待IT服务管理无论从理论研究还是实际的流程改进方面,都能够不断地得到深化和发展,并对各行业企业的IT服务管理能力的提升提供帮助和借鉴。
[Abstract]:With the further development of modern enterprise information, how to do well in the operation and maintenance of information system and how to improve the support ability of information operation and maintenance are the problems that must be solved in front of E Company. According to the management requirements of the leadership of E Company in recent years, combined with the actual operation and maintenance production, the activities were carried out around six aspects: "grasping the main line, clarifying the rules, managing the process, using tools, re-training, analyzing data". It realizes the full coverage of all IT infrastructure monitoring, reorganizes and optimizes the five basic processes of event, problem, configuration, change and release, and popularizes the application. The operation and maintenance management has gradually realized standardization and lean. This paper takes T service management process as the research object, using the mature theory and method of enterprise consulting, especially IT service management consultation, to study and analyze some problems existing in IT operation and maintenance service management of E Company. Find out the problems in IT help desk, fault management, problem management, configuration management and change management, and put forward the corresponding process improvement for these problems. The applicability and effectiveness of these improvement measures and the improvement of IT department performance and work culture of E Company are verified by the improved actual operation and maintenance platform. The research shows that the improvement measures can improve the service management level of IT department of E Company, enhance the stable operation ability of the key business application, and reduce the direct and indirect losses caused by the non-availability of the service. And also conducive to other companies in the same industry reference and reference. We expect IT service management to be deepened and developed in both theoretical research and practical process improvement, and to provide help and reference for the improvement of IT service management ability of enterprises in various industries.
【学位授予单位】：华东理工大学
【学位级别】：硕士
【学位授予年份】：2016
【分类号】：F259.23;F270.7

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