SZ电信公司IT服务管理体系设计与实施

发布时间：2018-06-24 18:28

本文选题：IT服务管理 + ITIL　；参考：《西北大学》2012年硕士论文

【摘要】：IT服务管理体系是一个以ITIL理念实践为基础以IS020000国际规范为标准的管理体系。建立一个可管控、可评价、可持续改进的IT运行服务管控体系,使其在电信行业中有效实施,能够不断提高电信IT服务提供和支持水平,规范服务管理流程,大力提升IT效能,而且更加使得IT最大程度地支撑业务发展,真正成为企业发展的内在驱动力。 IT服务管理需要帮助企业实现“以业务为导向、以客户为中心”的服务,建立完善的IT服务管理体系是企业信息化发展的有效出路。建立SZ电信公司IT服务管理体系的总体思路是：建立一个标准化、规范化、可持续改进IT能力和绩效的运行服务管控体系。使服务目标与业务目标保持高度一致,有效地支持业务战略发展。建立规范的服务流程,提高信息技术服务和运营效率。以客户为中心,提高服务质量和客户满意度。有效及高效地整合和利用信息、基础架构、应用、人员等IT资源。建立持续改进的服务管理机制,快速应对市场需求,提高客户满意度。通过IS020000国际标准认证,向国际标杆靠齐,增强市场竞争力,提高组织声誉。控制IT风险及相关的成本,提高与控制IT服务质量、降低长期的服务成本。培养一支具备IT服务管理能力的IT专业团队。
[Abstract]:The IT service management system is a management system based on the ITIL concept practice and IS020000 international standard. To establish a manageable, evaluable and sustainable management and control system for IT operational services, so that it can be effectively implemented in the telecommunications industry, can continuously improve the level of IT service provision and support, standardize service management processes, and greatly enhance IT efficiency. It also makes IT support business development to the greatest extent and become the internal driving force of enterprise development. It service management needs to help enterprises to achieve "business-oriented, customer-centric" services. Establishing perfect IT service management system is an effective way out for the development of enterprise informatization. The overall idea of establishing IT service management system of SZ Telecom is to establish a standardized, sustainable improvement of IT capability and performance of the operational service management system. Keep service objectives in line with business objectives and effectively support business strategic development. Establish standard service flow and improve IT service and operation efficiency. Customer-centered, improve service quality and customer satisfaction. Effectively and efficiently integrate and utilize IT resources such as information, infrastructure, applications, people, etc. Establish continuous and improved service management mechanism to quickly respond to market demand and improve customer satisfaction. Through IS020000 international standard certification, to the international benchmarking, enhance market competitiveness, improve the reputation of the organization. Control IT risks and related costs, improve and control IT service quality and reduce long-term service costs. Develop an IT professional team with IT service management skills.
【学位授予单位】：西北大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：F626;F270.7

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