ITIL在电力企业信息系统运维管理的应用研究

发布时间：2018-02-16 06:02

本文关键词： ITIL 服务台 IT服务管理运维管理　出处：《华北电力大学》2014年硕士论文　论文类型：学位论文

【摘要】：随着企业信息技术的日益发展和不断进步,企业的业务流程对信息技术的依赖逐步增强。电力行业作为我国传统工业企业,信息化管理水平整体而言仍处于比较初级的阶段。近些年来,电力企业开始逐步重视信息化建设,ERP、OA等应用软件开始在企业内容推广应用。与此同时,信息运维管理逐步出现了工作量增加、传统运维管理方法失效等诸多难题。目前,来自于英国的、已成为实际上IT服务管理的国际标准的ITIL(Information Technology-Infrastructure Library)越来越受到众多企业管理者的青睐。它综合了技术、流程和人员三大要素,帮助企业在降低信息化管理成本的同时提高了企业的经济效益。因此,越来越多的企业把如何高效地实施ITIL作为企业IT建设的重点,以达到IT服务管理的最佳实践。论文在阐述ITIL基本概念、发展过程、核心框架以及最佳实践模型的基础上,提出了ITIL的实践过程中需要注意的问题以及ITIL在电力企业实施的必要性。同时,分析了电力企业信息化水平的发展状况及制约因素,引出目前在电力企业典型的IT运维管理方法——信息系统调运检管理模式,并对以上二者的管理方式方法从技术、流程、人员等方面进行了比较,总结各自存在的利弊。最后,分析建立ITIL实施过程的基本步骤及影响ITIL实施效果的关键因素,并按照ITIL实施步骤结合某电力公司管理实际为该公司的IT运维管理提出改进方案。为中国企业更好的实施IT服务管理找到一条值得借鉴的道路,与此同时也能够为ITIL在IT服务管理领域发展提供一些有价值的参考。
[Abstract]:With the development and progress of the enterprise information technology, the business process of the enterprise depends on the information technology gradually. In recent years, electric power enterprises have begun to pay more attention to informatization construction, such as ERP OA and other application software. At the same time, Information operation and maintenance management has gradually appeared a lot of difficult problems, such as the increase of workload and the failure of traditional operation and maintenance management methods. At present, ITIL(Information Technology-Infrastructure Library, which has become the international standard for IT service management in the UK, is becoming more and more popular with a large number of enterprise managers. It combines three elements: technology, process and people. Therefore, more and more enterprises regard how to implement ITIL efficiently as the key point of IT construction in order to achieve the best practice of IT service management. On the basis of expounding the basic concept, development process, core frame and best practice model of ITIL, the paper points out the problems that should be paid attention to in the practice of ITIL and the necessity of implementing ITIL in electric power enterprises. This paper analyzes on the development and restriction factors of the information level of electric power enterprises, and draws out the typical IT operation and maintenance management method-information system operation and inspection management mode in the electric power enterprises at present, and analyzes the above two management methods from the technology, the flow chart, and so on. Finally, the basic steps of establishing ITIL implementation process and the key factors affecting the effect of ITIL implementation are analyzed. And according to the implementation steps of ITIL, combining with the actual management of a power company, the paper puts forward an improvement scheme for IT operation and maintenance management of the company, and finds a useful way for Chinese enterprises to better implement IT service management. At the same time, it can also provide some valuable reference for the development of ITIL in the field of IT service management.
【学位授予单位】：华北电力大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F270.7;F426.61

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