GS保险公司IT服务管理问题与对策研究
发布时间：2018-10-29 14:46
【摘要】：我国金融保险业的信息化发展一直走在国内各行各业的前列,近年来业务的快速发展和巨大的资金投入又带来了各类信息技术爆炸式的应用。然而越来越多的应用却造成了效率的递减,金融企业的IT发展进入了瓶颈期。IT服务管理概念的引入为金融企业解了燃眉之急,大幅提升了企业的IT服务质量,更为企业的IT服务发展打开了一扇崭新的大门,使企业在日趋激烈的市场竞争中占得先机。 然而建立了IT服务管理体系、部署了IT服务管理系统,不代表就拥有了高质量的IT服务管理,工作实际才是关键。本文正是基于此种认识,选取GS保险公司为研究对象,探讨其IT服务管理系统的应用实践,尝试给出优化措施,以期继续提高GS保险公司的IT服务管理质量。 本文以IT服务管理(ITSM)的基本概念和IT基础架构库(ITIL)的流程体系为基础,对GS保险公司IT服务管理的现状进行细致的梳理和分析,识别出亟需优化的IT服务管理流程,即：服务级别管理、能力管理、事件管理、问题管理、发布管理这五大流程和服务台管理这一项职能,并总结出这些流程中存在的问题。在GS保险公司现有IT服务管理系统的基础上,结合工作实际,详细分析了问题产生的原因。并以ITIL中的指导性建议为方向,对各个流程给出相应的优化对策。 本文的研究结论对提升GS保险公司当前的IT服务管理质量有较大的现实意义,也对同业公司发展部署自己的IT服务管理系统有一定的借鉴意义。
[Abstract]:The information development of finance and insurance industry in our country has been in the forefront of all kinds of industries in our country. In recent years, the rapid development of business and the huge capital investment have brought all kinds of explosive application of information technology. However, more and more applications have resulted in the decline of efficiency, and the development of IT in financial enterprises has entered a bottleneck period. The introduction of the concept of IT service management has solved the urgent needs of financial enterprises and greatly improved the quality of IT services. The development of IT services opens a new door for enterprises to take the lead in the increasingly fierce market competition. However, the establishment of a IT service management system and the deployment of a IT service management system do not mean that a high quality IT service management is available, and the actual work is the key. Based on this understanding, this paper selects GS insurance company as the research object, discusses the application practice of its IT service management system, and tries to give the optimization measures in order to continue to improve the IT service management quality of GS insurance company. Based on the basic concept of IT service management (ITSM) and the process system of IT infrastructure library (ITIL), this paper makes a detailed analysis of the current situation of IT service management in GS insurance company, and identifies the IT service management process that needs to be optimized. That is, service level management, capability management, event management, problem management, release management, and service desk management are five functions, and the problems in these processes are summarized. Based on the existing IT service management system of GS Insurance Company, the causes of the problem are analyzed in detail. Taking the guidance suggestion in ITIL as the direction, the corresponding optimization countermeasures for each flow are given. The conclusion of this paper has great practical significance to improve the current IT service management quality of GS insurance company, and also has certain reference significance to the development and deployment of its own IT service management system.
【学位授予单位】：大连理工大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：TP315;F842.3
本文编号：2298002
[Abstract]:The information development of finance and insurance industry in our country has been in the forefront of all kinds of industries in our country. In recent years, the rapid development of business and the huge capital investment have brought all kinds of explosive application of information technology. However, more and more applications have resulted in the decline of efficiency, and the development of IT in financial enterprises has entered a bottleneck period. The introduction of the concept of IT service management has solved the urgent needs of financial enterprises and greatly improved the quality of IT services. The development of IT services opens a new door for enterprises to take the lead in the increasingly fierce market competition. However, the establishment of a IT service management system and the deployment of a IT service management system do not mean that a high quality IT service management is available, and the actual work is the key. Based on this understanding, this paper selects GS insurance company as the research object, discusses the application practice of its IT service management system, and tries to give the optimization measures in order to continue to improve the IT service management quality of GS insurance company. Based on the basic concept of IT service management (ITSM) and the process system of IT infrastructure library (ITIL), this paper makes a detailed analysis of the current situation of IT service management in GS insurance company, and identifies the IT service management process that needs to be optimized. That is, service level management, capability management, event management, problem management, release management, and service desk management are five functions, and the problems in these processes are summarized. Based on the existing IT service management system of GS Insurance Company, the causes of the problem are analyzed in detail. Taking the guidance suggestion in ITIL as the direction, the corresponding optimization countermeasures for each flow are given. The conclusion of this paper has great practical significance to improve the current IT service management quality of GS insurance company, and also has certain reference significance to the development and deployment of its own IT service management system.
【学位授予单位】：大连理工大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：TP315;F842.3
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