基于ITSS的IT服务管理系统应用研究

发布时间：2018-06-05 21:31

本文选题：IT服务管理 + ITSS　；参考：《浙江工业大学》2017年硕士论文

【摘要】：随着“软件化”和“服务化”成为当今信息产业的重要发展趋势,IT服务领域已经成为IT行业的新一轮竞争焦点。以软件应用和IT服务为主导的信息技术产业新格局的逐渐形成,为当前计算机信息系统集成商的产业转型升级带来新的机遇。在IT运维服务行业竞争日趋激烈的市场环境下,如何有效地提升IT服务交付能力和合同SLA(服务级别协议)达成率,改善IT服务提供方的IT服务质量和客户满意度,塑造自身的核心竞争优势,已经成为计算机信息系统集成商转型为IT运维服务提供商时迫切需要解决的普遍性问题。论文基于国内外研究综述和IT服务管理理论,对英国ITIL服务管理框架和HP、CA等业界主流的IT服务管理参考模型,与我国ITSS IT服务管理体系和运维服务能力成熟度模型展开了对比研究。在对我国IT服务管理系统应用的现状进行研究的基础上,展开XY公司IT服务管理的现状和问题分析,总结XY公司的IT服务管理应用现状、面临的业务挑战和亟需解决的服务能力建设不足、服务交付规范缺失、服务工具和资源投入不足等若干问题。并以XY公司作为实证研究案例,研究了基于ITSS的IT服务管理系统的实施应用情况,包括IT服务管理体系的建设、服务台职能建设、以及围绕ITSS四大要素和事件管理、配置管理等流程规范建设各方面内容。通过对XY公司IT服务管理系统应用效果的分析评价,指出XY公司实施应用中存在的管理层支持、人员观念转换等若干问题及其主要影响因素,并提出改进建议和对策。论文通过研究分析,认为基于ITSS的IT服务管理系统的实施应用,能够有效提高计算机信息系统集成商的IT服务交付能力和合同SLA达成率,显著改善IT服务质量和客户满意度,为计算机信息系统集成商向IT运维服务提供商转型提供有效的IT服务运营保障。
[Abstract]:With the development of "software" and "service", IT service has become a new competition focus of IT industry. The new pattern of information technology industry, which is dominated by software application and IT service, is gradually formed, which brings new opportunities for the industry transformation and upgrading of computer information system integrators. In the increasingly competitive market environment of IT operations and maintenance services industry, how to effectively improve IT service delivery capacity and service level agreement (SLAs) rate, and improve IT service quality and customer satisfaction of IT service providers? Shaping its own core competitive advantage has become a universal problem that needs to be solved urgently when the computer information system integrator transforms into the IT operation and maintenance service provider. Based on the domestic and foreign research review and IT service management theory, this paper gives a reference model of IT service management in the UK ITIL services management framework and HPCAs. Compared with ITSS IT service management system and capability maturity model of operation and maintenance service in China. On the basis of studying the present situation of IT service management system in our country, the present situation and problems of IT service management in XY Company are analyzed, and the application status of IT Service Management in XY Company is summarized. Some problems such as insufficient service capacity building, lack of service delivery specification, insufficient investment of service tools and resources, etc. Taking XY Company as an empirical case, the paper studies the implementation and application of IT service management system based on ITSS, including the construction of IT service management system, the function construction of service desk, and the management of four elements and events around ITSS. Configuration management and other processes to standardize the construction of all aspects of the content. Based on the analysis and evaluation of the application effect of IT service management system in XY Company, this paper points out some problems existing in the application of XY Company, such as management support, personnel concept change, and its main influencing factors, and puts forward some suggestions and countermeasures for improvement. Through the research and analysis, it is concluded that the implementation and application of IT service management system based on ITSS can effectively improve the IT service delivery ability of the computer information system integrator and the rate of contract SLA achievement, and significantly improve the quality of IT service and customer satisfaction. To provide effective IT service operation guarantee for the transformation of computer information system integrator to IT operation service provider.
【学位授予单位】：浙江工业大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F49

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