基于ITIL的IT服务管理系统的设计与实现

发布时间：2018-02-27 10:32

本文关键词： ITSM IT服务管理 ITIL　出处：《上海交通大学》2015年硕士论文　论文类型：学位论文

【摘要】：随着国内信息化的快速发展,国内期货行业已逐步完成多交易中心银期资金统一划转平台,银行与期货公司多个交易系统间的实时转账业务,期货行业的交易不断地依赖于快速发展的系统平台,提供更有效、更快捷、更安全的系统平台已逐渐成为行业中企业的竞争点。由于证券期货交易涉及到交易所、登记公司、银行等诸多机构,这使得证券公司IT系统的复杂性呈指数增长,需要管理的要素愈来愈多。在这种情况下,如何保证业务系统连续性,提高业务系统可用性;如何降低运维风险,减少人为错误,使信息系统对证券交易业务产生更大价值,如何使期货公司内部的IT运营服务管理电子化,管理模式流程化,流程建设系统化等内容已经成为IT建设的重要课题。虽然业务部门对信息技术的依赖程度越来越高,但目前国内大多数企业的信息技术部门管理模式仍采用传统的IT管理模式,管理和维护方式相对落后,自动化程度不高或没有自动化的工具。IT运维人员的意识仍停留在旧体制下,缺乏服务意识,缺乏参照规范、缺乏安全高效的运维平台和运维工具。如何建立一套适用于期货行业的IT服务流程和IT管理系统,实现IT管理的规范化和流程化,提高IT服务质量、转变IT人员的传统观念、加强流程的可行性和提高用户的满意度已迫在眉睫。本论文通过对国内期货公司IT服务管理的现状和面临的问题及挑战出发,详细分析了现有IT服务管理的模式及普遍存在的一些问题点,对期货公司内部的IT流程进行了整理和总结,提出了建立基于ITIL(Information Technology Infrastructure Library)的期货业IT服务管理系统的具体解决方案和系统实现。在解决方案中,通过对ITIL的历史、各版本的特点、基本架构和最新发展等方面进行了详细的研究。结合行业的具体情况,设计了针对期货公司的期货公司IT服务管理系统的框架模型,并分析了公司内部对IT服务管理系统的详细需求;在此基础上阐述了系统的总体架构设计、功能模块,以及对系统界面、技术实现细节、系统维护及实现进行了描述。本研究成果通过对ITIL知识框架的深入分析与研究,为国内期货行业的IT服务管理提供了可行的管理模式和系统解决方案,以便达到提高IT部门的效率和服务质量、降低运营成本、不断推进期货行业走向“以客户为中心”的经营方针,实现了以数据集中为前提、以构建自动化系统为基础平台、以信息安全为技术保障,为国内的期货业IT部门实现IT管理规范化和流程化进行了一次实践,对提高国内企业IT管理质量和效率具有很强的实用性和指导作用。
[Abstract]:With the rapid development of information technology in China, the domestic futures industry has gradually completed the unified transfer platform of multi-trading centers, and the real-time transfer of funds between banks and futures companies. The trading of futures industry is constantly dependent on the system platform of rapid development, which provides a more effective, faster and more secure system platform, which has gradually become the competition point of the enterprises in the industry. Many institutions, such as banks, make the complexity of IT systems of securities companies increase exponentially, and more and more elements need to be managed. In this case, how to ensure the continuity of business systems and improve the availability of business systems; How to reduce the risk of operation and maintenance, reduce the human error, make the information system produce more value to the securities trading business, how to make the IT operation service management of the futures company electronic, the management mode flow, The systematization of process construction has become an important subject in IT construction. Although the business departments rely more and more on information technology, the traditional IT management mode is still adopted in most domestic enterprises. The management and maintenance methods are relatively backward, the level of automation is not high or there is no automation tools. The awareness of IT operators is still in the old system, lack of service awareness, lack of reference norms, How to set up a set of IT service flow and IT management system suitable for futures industry, realize the standardization and flow of IT management, improve the quality of IT service, change the traditional concept of IT personnel. It is urgent to strengthen the feasibility of the process and improve the satisfaction of users. This paper starts from the current situation of IT service management and the problems and challenges faced by domestic futures companies. The current IT service management model and some common problems are analyzed in detail, and the IT process in futures company is summarized. The concrete solution and system implementation of IT service management system of futures industry based on ITIL(Information Technology Infrastructure Library are put forward. In the solution, through the history of ITIL, the characteristics of each version, The basic structure and latest development are studied in detail. According to the specific situation of the industry, the framework model of IT service management system for futures company is designed. On the basis of analyzing the detailed requirement of IT service management system in the company, the overall architecture design, function module, system interface and technical realization details of the system are expounded. The system maintenance and implementation are described. Through the in-depth analysis and research of ITIL knowledge framework, this paper provides a feasible management model and system solution for IT service management in domestic futures industry. In order to improve the efficiency and service quality of IT department, reduce the operating cost, push forward the management policy of "customer-centered" in futures industry, realize the premise of data centralization and build automation system as the basic platform. Taking the information security as the technical guarantee, this paper carries on a practice for the IT department of the futures industry in China to realize the standardization and flow of IT management, which has a strong practicability and guidance role in improving the quality and efficiency of IT management in domestic enterprises.
【学位授予单位】：上海交通大学
【学位级别】：硕士
【学位授予年份】：2015
【分类号】：TP311.52

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