IT服务管理在H公司应用研究

发布时间：2018-04-20 22:19

本文选题：ITIL + ITSS　；参考：《昆明理工大学》2017年硕士论文

【摘要】：本文的研究的背景是随着企业信息化程度的不断提高,及互联网+的大环境背景下,国内期货行业企业对IT服务的依赖度愈来愈高,要求也日益增高。各种交易系统的日新月异,随之而来的就是对IT服务管理的管理能力的提升,从而使之能够帮助企业适应新的环境,并能在新的信息化环境下有着一席之地。期货企业的IT技术部门不能仅仅是最初的信息化设备管理,确保企业业务运营不中断的技术支持部门,而是要成长为以企业发展与业务为指针的,能够为企业产生实实在在价值的服务部门。对于IT服务管理体系建设中,ITIL的理论实践已经在各行各业得到了应用,ITIL所提供的各种最佳实践指南,也为众多的公司和企业的IT服务体系建设提供了模型参考。H公司目前也处于IT服务管理体系建设的过程中,ITIL和ITSS建设指南有助于H公司快速的建立自己的IT服务体系。本文研究的目的,是以期货行业的H公司IT运维服务部门为研究对象,并寻求尝试通过研究和分析H公司在信息化改造过程中,依据ITIL的规范,及ITSS服务体系建设指南,提升整个部门及整个公司的IT服务质量。通过对ITIL与ITSS深入学习研究,参考ITIL所给出的标准模型,并对H公司的需求进行挖掘分析,制定了H公司系统运行部门的服务战略,并根据服务战略进行服务转换与运营。服务转换过程中并对现有的组织架构做了相应的调整,以适应H公司IT服务管理的需要。并通过IT服务相应流程的制定,保障所提供服务的一致性与连续性,最终达到建立标准的IT服务管理体系的目标。本文也对流程及规范的载体工具做了相应的描述,并通过载体工具对实施后效果进行检验。针对如何解决目前运维成本较高的问题时,本文尝试结合目前较为前端的云平台解决方案和SOC平台方案,并结合流程梳理,有目的地设计建立了以ITIL服务架构为指导的各环节的流程、实施方法、评定标准和具体实施工具。通过自动化运维工具,降低运维的人力成本,并在一定程度上降低了由于人为因素造成的成本支出。最终达到,通过内部有效地流程控制,稳定的IT服务质量,从而优化且降低了运营总成本,同时又提升了内外部客户的满意度。
[Abstract]:The background of this paper is that with the continuous improvement of the degree of enterprise informatization and the background of the Internet environment, the domestic futures industry enterprises rely more and more on IT services, and the requirements are also increasing day by day. With the rapid development of various trading systems, the management ability of IT service management is improved, which can help enterprises adapt to the new environment and have a place in the new information environment. The IT technical department of the futures enterprise should not only be the technical support department of the initial information equipment management to ensure that the business operation of the enterprise is not interrupted, but will grow to be guided by the development and business of the enterprise. The service department that can produce real value for the enterprise. For the theory and practice of ITIL in IT service management system construction, various best practice guidelines provided by ITIL have been obtained in various industries. It also provides a model reference for the construction of IT service system of many companies and enterprises. H company is also in the process of IT service management system construction. ITIL and ITSS construction guide can help H company to establish its own IT service system quickly. The purpose of this paper is to take IT operation and maintenance service department of H Company in futures industry as the research object, and to try to study and analyze H Company in the process of information transformation, according to the specification of ITIL, and ITSS service system construction guide. Improve the IT service quality of the whole department and the whole company. Through the deep study of ITIL and ITSS, referring to the standard model given by ITIL, and mining and analyzing the requirements of H Company, the service strategy of system operation department of H Company is formulated, and the service transformation and operation are carried out according to the service strategy. In the process of service transformation, the existing organization structure is adjusted to meet the needs of IT service management in H Company. And through the development of IT service process, the consistency and continuity of the service provided are guaranteed, and the goal of establishing the standard IT service management system is finally achieved. This paper also describes the process and the standard carrier tools, and through the carrier tools to verify the effect of implementation. In view of how to solve the problem of high cost of operation and maintenance at present, this paper attempts to combine the cloud platform solution and SOC platform solution, and combs the process, The process, implementation method, evaluation standard and implementation tool of each link guided by ITIL service architecture are designed purposefully. By means of automatic operation and maintenance tools, the labor cost of operation and maintenance is reduced, and the cost expenditure caused by human factors is reduced to a certain extent. Finally, through effective internal process control and stable IT service quality, the total operating cost is optimized and reduced, and the satisfaction of internal and external customers is improved.
【学位授予单位】：昆明理工大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F270.7;F832.39

【参考文献】