中国石化集团公司IT运维服务体系研究

发布时间：2019-05-12 01:39

【摘要】：运维服务体系研究是大型集团企业正在探索的重要课题,前瞻性的找到符合战略规划的运维服务支撑体系是当前集团企业面临的重要问题。本文参考了IT治理框架、ISO200、ITSS等标准理论,借鉴国内外企业IT运维服务体系的最佳实践,密切结合中国石化IT运维服务发展的实际情况和需要,评估IT运维服务现状,总结期望、差距及面临问题。设计和优化了中国石化IT运维服务体系,规划运维管理模式和组织架构,设计制度标准框架,优化运维服务流程。对IT服务共享化的国际发展趋势进行了研究,在运维服务体系优化中同步提出了建立IT服务共享中心的初步设计,分析了共享服务面临的挑战。本文根据ITSA方法论,设计了中国石化IT运维平台总体方案,设计了呼叫中心系统、IT服务管理系统、运行监控系统、配置管理系统、综合展示系统等IT运维平台子系统。通过设计和优化运维服务体系,建设运维管理平台,力图对资源和职能进行重组,有效提升运维管理水平,提升IT服务能力,实现高效的服务水平,从而达到信息化生产力的转化。本文展望了中国石化IT运维服务体系的建设是一个循序渐进的过程,在确定运维服务体系发展方向的前提下,统筹考虑组织模式、制度标准、服务流程、系统平台等,选取合适的信息系统及企业进行试点建设,积累运营经验,逐步推广完善。
[Abstract]:The study of operation and maintenance service system is an important topic being explored by large group enterprises. It is an important problem for group enterprises to find a forward-looking operation and maintenance service support system in accordance with the strategic plan. This paper refers to the IT governance framework, ISO200,ITSS and other standard theories, draws lessons from the best practices of the IT operation and maintenance service system of domestic and foreign enterprises, closely combines the actual situation and needs of the development of IT operation and maintenance service of Sinopec, and evaluates the current situation of the IT operation and maintenance service. Summarize expectations, gaps and problems. The IT operation and maintenance service system of Sinopec is designed and optimized, the management mode and organization structure of operation and maintenance are planned, the system standard framework is designed, and the operation and maintenance service flow is optimized. In this paper, the international development trend of IT service sharing is studied. In the optimization of operation and maintenance service system, the preliminary design of establishing IT service sharing center is put forward, and the challenge of sharing service is analyzed. According to the methodology of ITSA, this paper designs the overall scheme of IT operation and maintenance platform in Sinopec, and designs the IT operation and maintenance platform subsystems such as call center system, IT service management system, operation monitoring system, configuration management system, integrated display system and so on. Through the design and optimization of the operation and maintenance service system and the construction of the operation and maintenance management platform, the author tries hard to reorganize the resources and functions, improve the management level of operation and maintenance effectively, enhance the IT service capability, and realize the high-efficiency service level. In order to achieve the transformation of information productivity. This paper looks forward to the construction of IT operation and maintenance service system in Sinopec is a gradual and orderly process. On the premise of determining the development direction of operation and maintenance service system, the organization model, system standard, service process, system platform and so on are considered as a whole. Select the appropriate information system and enterprises to carry on the pilot construction, accumulate the operation experience, gradually popularize and perfect.
【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;F426.722

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