ZX银行IT服务管理评估与优化研究
发布时间：2018-11-17 16:48
【摘要】：随着企业信息化建设水平的不断提高,在银行业中,大多数商业银行都完成了渠道电子化建设和数据大集中,业务部门对IT服务的质量提出了更高的要求。现阶段我们国家多家商业银行信息部门服务管理使用的还是传统的系统管理模式,无论是管理水平还是手段都比较落后,难以适应社会的发展。银行尤其是商业银行是国家经济体中重要的组成部分,银行的发展也推动了社会经济的发展,但是如何建立安全、有效的运行管理平台,是商业银行目前迫切需要解决的问题。对于国内商业银行而言,建立完善的IT服务管理流程体系与服务管理平台是信息部门工作的重点。本文以ZX银行IT服务状况为研究起点,对ZX银行业务部门发放“IT服务满意度调查问卷”,从问卷结果可得知,银行业务部门对IT服务满意度不高,而对IT人员素质、工作积极性等内容评价较高,可见制度和流程是影响IT服务满意度的主要原因。因此借鉴国际标准ISO20000(ISO/IEC 20000 IT服务管理体系)和最佳实践ITIL,对ZX银行整体IT服务管理水平进行分析与评估,根据现存问题找到与国际标准和最佳实践的具体差距,从组织管理、服务流程、管理制度几个方面对IT服务管理体系提出优化方案。在此基础上,本文从信息系统建设角度出发,针对ZX银行IT管理系统对流程管理模块、问题管理模块、变更管理模块提出了优化方案,以便提高ZX银行IT服务满意度。综上所述,本文以国际标准和最佳实践为基础,提出“ZX银行IT服务满意度”改进优化方案,从而达到国际标准和最佳实践在ZX银行逐步落地的效果。优化设计方案对于提高商业银行IT服务管理水平、使业务管理变得规范为以及提高管理质量方面具有至关重要的意义。
[Abstract]:With the continuous improvement of the level of enterprise information construction, most commercial banks have completed the electronic channel construction and data concentration in the banking industry, and the business departments have put forward higher requirements for the quality of IT services. At present our country many commercial banks information department service management uses or the traditional system management mode, whether the management level or the means are relatively backward, is difficult to adapt to the social development. The bank, especially the commercial bank, is an important part of the national economy, and the development of the bank also promotes the development of social economy. However, how to establish the safe and effective operation management platform is the urgent problem that the commercial bank needs to solve at present. For domestic commercial banks, the establishment of a perfect IT service management process system and service management platform is the focus of the work of the information department. Based on the IT service status of ZX Bank, this paper issues a "IT service satisfaction questionnaire" to the ZX bank business department. From the result of the questionnaire, we can know that the satisfaction degree of the bank business department to IT service is not high, but to the quality of IT personnel. Work enthusiasm and other content evaluation is high, it can be seen that the system and process are the main reasons that affect the IT service satisfaction. Therefore, based on the international standard ISO20000 (ISO/IEC 20000 IT Service Management system) and the best practice ITIL, this paper analyzes and evaluates the whole IT service management level of ZX Bank, and finds out the specific gap with the international standard and best practice according to the existing problems. The optimization scheme of IT service management system is put forward from the aspects of organization management, service flow and management system. On this basis, from the point of view of information system construction, this paper puts forward the optimization scheme for the process management module, the problem management module and the change management module for the IT management system of ZX Bank in order to improve the IT service satisfaction of ZX Bank. In summary, based on international standards and best practices, this paper puts forward an improved and optimized scheme of "IT Service satisfaction of ZX Bank", so as to achieve the effect of international standards and best practices falling to the ground step by step in ZX Bank. The optimal design scheme is of great significance in improving the IT service management level of commercial banks, making business management standard and improving the quality of management.
【学位授予单位】：北京交通大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F832.33
[Abstract]:With the continuous improvement of the level of enterprise information construction, most commercial banks have completed the electronic channel construction and data concentration in the banking industry, and the business departments have put forward higher requirements for the quality of IT services. At present our country many commercial banks information department service management uses or the traditional system management mode, whether the management level or the means are relatively backward, is difficult to adapt to the social development. The bank, especially the commercial bank, is an important part of the national economy, and the development of the bank also promotes the development of social economy. However, how to establish the safe and effective operation management platform is the urgent problem that the commercial bank needs to solve at present. For domestic commercial banks, the establishment of a perfect IT service management process system and service management platform is the focus of the work of the information department. Based on the IT service status of ZX Bank, this paper issues a "IT service satisfaction questionnaire" to the ZX bank business department. From the result of the questionnaire, we can know that the satisfaction degree of the bank business department to IT service is not high, but to the quality of IT personnel. Work enthusiasm and other content evaluation is high, it can be seen that the system and process are the main reasons that affect the IT service satisfaction. Therefore, based on the international standard ISO20000 (ISO/IEC 20000 IT Service Management system) and the best practice ITIL, this paper analyzes and evaluates the whole IT service management level of ZX Bank, and finds out the specific gap with the international standard and best practice according to the existing problems. The optimization scheme of IT service management system is put forward from the aspects of organization management, service flow and management system. On this basis, from the point of view of information system construction, this paper puts forward the optimization scheme for the process management module, the problem management module and the change management module for the IT management system of ZX Bank in order to improve the IT service satisfaction of ZX Bank. In summary, based on international standards and best practices, this paper puts forward an improved and optimized scheme of "IT Service satisfaction of ZX Bank", so as to achieve the effect of international standards and best practices falling to the ground step by step in ZX Bank. The optimal design scheme is of great significance in improving the IT service management level of commercial banks, making business management standard and improving the quality of management.
【学位授予单位】：北京交通大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F832.33
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