基于ITIL的IT服务管理成熟度评估系统的设计与实现

发布时间：2018-01-24 14:24

本文关键词： IT服务管理 ITIL 成熟度模型评估系统雷达图分析展示　出处：《东南大学》2016年硕士论文　论文类型：学位论文

【摘要】：随着越来越多基于电子商务、云计算、大数据、移动互联技术的创业型信息技术类中小企业的创立和发展,如何有效构建和发展企业自身信息技术系统成为企业决策者和信息技术负责人所面对的问题,首当其冲的是如何定位企业当前的信息技术发展状态,以便于可以指导下一步信息技术发展与建设的方向。本文尝试将评估系统与业界最佳信息技术服务管理理论ITIL (Information Technology Infrastructure Library)结合,设计并实现一个基于IT1L的信息技术服务管理(ITSM, Information Technology Service Management)成熟度自我评估系统。本文的主要工作：(1)将信息技术基础架构库理论ITIL与能力成熟度模型CMM (Capability Maturity Model)结合,建立了适用于创业型信息技术类中小企业的IT服务管理成熟度能力模型：ITSMCM。(2)基于IT服务管理成熟度能力模型ITSMCM,设计了以ITSMSelfAl算法为核心的IT服务管理成熟度自我评估系统ITSMSelf。包括ITSMSelf评估系统的架构、系统工作流程、相关类图、核心模块和系统展示模块的设计。(3)实现了运行于Android平台的ITSMSelf评估系统。包括IT服务管理成熟度评估数据采集界面的实现,数据处理模块核心算法的实现和数据展示界面的实现。(4)对ITSMSelf评估系统进行测试。设计了测试用例,以深圳某创业型信息技术公司为测试对象,进行了ITSMSelf评估系统的功能测试。本文的主要成果：(1)将传统的、要人工进行的IT服务管理成熟度评估活动进行改进,实现了运行于Android平台的IT服务管理成熟度评估系统,有助于创业型信息技术类中小企业快速评估和使用。(2)将IT服务管理成熟度评估结果以雷达图形式展现,有助于快速定位自身IT服务管理中八个方面的成熟度级别。本文最终实现了以ITSMCM模型为核心的ITSMSelf评估系统,满足创业型信息技术类中小企业在创立和发展过程中对IT服务管理建设进行指导的需求。通过IT服务管理成熟度自我评估,帮助企业快速定位IT服务管理水平,有助于企业制定下一步重点发展与建设计划。本文工作对IT服务管理成熟评估的研究和企业IT服务管理水平的定位有参考作用。
[Abstract]:With more and more entrepreneurial information technology based on e-commerce, cloud computing, big data, mobile interconnection technology, the establishment and development of small and medium-sized enterprises. How to effectively build and develop the enterprise's own information technology system has become a problem faced by enterprise decision makers and information technology leaders. The first problem is how to locate the current information technology development state of the enterprise. In order to guide the next information technology development and construction direction. This paper attempts to evaluate the system and the best information technology service management theory ITIL (. Information Technology Infrastructure Library. Design and implement an information technology service management based on IT1L. Information Technology Service management) maturity self-assessment system. The information technology infrastructure library theory (ITIL) is combined with the capability maturity model (CMM / capability Maturity Model). The IT service management maturity capability model: ITSMCM. 2) based on the IT service management maturity capability model (ITSMCM) is established for the entrepreneurial information technology small and medium-sized enterprises. The self-evaluation system of IT service management maturity based on ITSMSelfAl algorithm is designed, which includes the architecture of ITSMSelf evaluation system and the workflow of the system. Correlation class diagram. The design of core module and system display module. 3) the implementation of ITSMSelf evaluation system running on Android platform, including the implementation of IT service management maturity assessment data acquisition interface. The implementation of the core algorithm of the data processing module and the implementation of the data display interface. 4) testing the ITSMSelf evaluation system and designing the test cases. Taking an entrepreneurial information technology company in Shenzhen as the test object, the function test of ITSMSelf evaluation system is carried out. The main achievement of this paper is: 1) will be traditional. It service management maturity evaluation system running on Android platform is realized by improving IT service management maturity assessment activities. It is helpful for the rapid evaluation of IT SMEs and the use of .k-2) to show the results of IT service management maturity assessment in the form of radar map. It is helpful to quickly locate the maturity level of eight aspects of IT service management. This paper finally implements the ITSMSelf evaluation system with ITSMCM model as the core. To meet the entrepreneurial information technology SMEs in the establishment and development of the process of IT service management to guide the construction. Through IT services management maturity self-assessment. Help enterprises locate IT service management level quickly. It is helpful for enterprises to formulate the next key development and construction plan. This paper has a reference role for the research of IT service management maturity evaluation and the positioning of IT service management level.
【学位授予单位】：东南大学
【学位级别】：硕士
【学位授予年份】：2016
【分类号】：TP311.52

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