ITSM在中远散运信息化建设中的研究与应用
发布时间：2019-04-26 19:22
【摘要】：随着企业信息化建设的不断深入，企业的IT规模日趋庞大，IT需求向多元化发展。企业的IT战略往往是业务需求驱动，所以早期的IT建设通常以满足业务部门的需求为目标，但这会导致IT部门条块分割严重、流程不清，进而使企业的信息化建设效率低下，无法与企业战略相一致，甚至可能会阻碍企业战略的实施。因此，企业的IT运维管理日益成为焦点问题。ITSM（IT Service Management，IT服务管理）通过明确运维管理相关者的权利与责任，使企业的IT架构、需求与企业战略目标一致，满足业务部门需求，同时合理利用企业的信息资源，合理规划和评估IT投资，进行有效的集成与协调。 本文首先通过对ITSM理论研究的回顾，和对不同企业的ITSM实践回顾，指出ITIL(Information Technology Infrastructure Library，信息技术基础架构库)已经成为ITSM的最佳实践。然后，综合运用理论分析和实际经验的总结，对中远散运信息化建设的现状进行分析，发现如下问题：中远散运信息化建设中存在网络规模庞大、IT人员相对较少，系统分散孤立，缺乏统一管理平台、缺乏预生产环境等技术层面的问题；还存在缺乏事件管理、没有故障分级制度、缺乏变更管理，一人多职、岗位冲突等管理层面的问题。指出中远散运的信息化建设需要进行从技术层面和管理层面进行治理。本文详尽介绍了ITIL核心模块的功能和ITSM持续改进的思想，提出了中远散运使用ITSM框架提升信息化管理水平的必要性和可行性，并提出了中远散运建立ITSM平台建设的目标和“高可靠、高安全性、高可扩展性、高兼容性”等原则。最后，提出中远散运ITSM框架下的三线组织结构和五个核心模块。并通过流程图，使中远散运ITSM平台的基础架构、组织架构为核心功能提供了有力支撑，，为中远散运提供了实施ITSM的完备解决方案。
[Abstract]:With the deepening of enterprise information construction, the scale of IT is becoming larger and larger, and the demand of IT is diversified. The IT strategy of the enterprise is often driven by the business demand, so the early IT construction usually aims to meet the needs of the business units, but this will lead to the serious fragmentation of the IT department, the unclear process, and the inefficiency of the information construction of the enterprise. Can not be consistent with the enterprise strategy, and may even hinder the implementation of the enterprise strategy. ITSM (IT Service Management,IT Service Management (IT (IT Service Management,IT Service Management) makes the enterprise's IT architecture and needs consistent with the strategic objectives of the enterprise by clarifying the rights and responsibilities of those involved in operation and maintenance management. Meet the needs of business departments, at the same time, make rational use of enterprise information resources, plan and evaluate IT investment reasonably, and carry on effective integration and coordination. Firstly, this paper reviews the theory of ITSM and the practice of ITSM in different enterprises, and points out that ITIL (Information Technology Infrastructure Library, Information Technology Infrastructure Library has become the best practice of ITSM. Then, based on the theoretical analysis and the summary of practical experience, this paper analyzes the present situation of COSCO's informatization construction, and finds out the following problems: there is a huge network scale and relatively few IT personnel in COSCO's informatization construction. The system is scattered and isolated, lack of unified management platform, lack of pre-production environment and other technical aspects of the problem; There are also some problems such as lack of event management, failure classification system, change management, one person multi-job, post conflict and so on. It is pointed out that the informatization construction of COSCO needs to be managed from the technical level and the management level. In this paper, the function of ITIL core module and the idea of continuous improvement of ITSM are introduced in detail, and the necessity and feasibility of COSCO using ITSM framework to improve the level of information management are put forward. The aim of COSCO to build ITSM platform and the principles of "high reliability, high security, high scalability and high compatibility" are put forward. Finally, the three-line structure and five core modules in COSCO ITSM framework are proposed. Through the flow chart, the infrastructure and organization structure of COSCO ITSM platform provide powerful support for the core functions, and provide a complete solution for COSCO to implement ITSM.
【学位授予单位】：天津大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：TP315;F551
本文编号：2466328
[Abstract]:With the deepening of enterprise information construction, the scale of IT is becoming larger and larger, and the demand of IT is diversified. The IT strategy of the enterprise is often driven by the business demand, so the early IT construction usually aims to meet the needs of the business units, but this will lead to the serious fragmentation of the IT department, the unclear process, and the inefficiency of the information construction of the enterprise. Can not be consistent with the enterprise strategy, and may even hinder the implementation of the enterprise strategy. ITSM (IT Service Management,IT Service Management (IT (IT Service Management,IT Service Management) makes the enterprise's IT architecture and needs consistent with the strategic objectives of the enterprise by clarifying the rights and responsibilities of those involved in operation and maintenance management. Meet the needs of business departments, at the same time, make rational use of enterprise information resources, plan and evaluate IT investment reasonably, and carry on effective integration and coordination. Firstly, this paper reviews the theory of ITSM and the practice of ITSM in different enterprises, and points out that ITIL (Information Technology Infrastructure Library, Information Technology Infrastructure Library has become the best practice of ITSM. Then, based on the theoretical analysis and the summary of practical experience, this paper analyzes the present situation of COSCO's informatization construction, and finds out the following problems: there is a huge network scale and relatively few IT personnel in COSCO's informatization construction. The system is scattered and isolated, lack of unified management platform, lack of pre-production environment and other technical aspects of the problem; There are also some problems such as lack of event management, failure classification system, change management, one person multi-job, post conflict and so on. It is pointed out that the informatization construction of COSCO needs to be managed from the technical level and the management level. In this paper, the function of ITIL core module and the idea of continuous improvement of ITSM are introduced in detail, and the necessity and feasibility of COSCO using ITSM framework to improve the level of information management are put forward. The aim of COSCO to build ITSM platform and the principles of "high reliability, high security, high scalability and high compatibility" are put forward. Finally, the three-line structure and five core modules in COSCO ITSM framework are proposed. Through the flow chart, the infrastructure and organization structure of COSCO ITSM platform provide powerful support for the core functions, and provide a complete solution for COSCO to implement ITSM.
【学位授予单位】：天津大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：TP315;F551
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