M公司IT运维管理流程优化分析及实施效果评价
发布时间：2018-10-22 19:42
【摘要】：随着信息技术和互联网的发展,企业开始认识到信息化建设是未来发展的重要基础和机遇,如何有效的提高IT服务以及运维管理水平越来越受到企业管理层的重视,而建立高效的IT运维服务流程是实现高水平IT服务管理的关键要素。作为个人电脑市场占用率第一的M公司,在信息化建设初期的出色表现给企业的发展带来了重大的机遇,很好的支持了业务的飞速发展,随着M公司国际化发展进程不断深入以及业务的重组变革给公司的IT服务带来了严峻挑战,M公司如何在这样的背景下提高IT服务的效率和IT运维管理水平是本论文的背景。本文在ITIL和COBIT的理论框架基础上论述了企业IT运维管理的通用框架,该通用框架阐述了IT服务的活动包括IT运维管理的服务台职能部门和五大核心流程以及重要控制点,根据COBIT理论中IT目标分解理论定义了IT运维管理流程的参考绩效指标以及设定方法,作为治理IT管理的依据和本文研究的理论基础。本文以M公司IT运维管理部作为研究对象,介绍了M公司的组织架构和信息化建设现状,根据IT运维管理的通用框架分析了M公司的IT运维管理核心流程现状,重点分析了事件管理流程,服务请求管理流程和问题管理流程的关键控制点,提出了流程优化的思路,结合六西格玛在流程优化中的理论工具和SWOT分析方法分析并提出了M公司IT运维管理流程的优化方案。根据该流程优化方案针对M公司事件管理流程进行了优化,提高了M公司IT服务的工作效率和客户满意度,为了保障优化后流程执行有效性和平稳过渡,构建了流程实施保障方案和相应的管理和监控机制,最后基于AHP层次分析法验证了流程优化的有效性,为其他企业的IT运维管理流程优化提供了一份借鉴。
[Abstract]:With the development of information technology and Internet, enterprises begin to realize that information construction is an important foundation and opportunity for future development. How to effectively improve the level of IT service and operation and maintenance management has been paid more and more attention by enterprise management. The establishment of efficient IT operation and maintenance service flow is the key element to achieve high level IT service management. As the first company in the personal computer market, the outstanding performance in the initial stage of information construction has brought great opportunities for the development of the enterprise, and has well supported the rapid development of the business. With the deepening of M Company's internationalization and the restructuring of its business, it brings a severe challenge to the company's IT services. How to improve the efficiency of IT services and the level of IT operation and maintenance management is the background of this thesis. Based on the theoretical framework of ITIL and COBIT, this paper discusses the general framework of enterprise IT operation and maintenance management. The general framework describes that the activities of IT service include the service desk functional department of IT operation and maintenance management, five core processes and important control points. According to the IT objective decomposition theory in COBIT theory, the paper defines the reference performance index and setting method of IT operation and maintenance management process, which is the basis of IT management and the theoretical basis of this paper. This paper takes M Company IT Operations and maintenance Management Department as the research object, introduces the present situation of M Company's organizational structure and information construction, and analyzes the core flow of M Company's IT operation and maintenance management according to the general framework of IT operation and maintenance management. The key control points of event management process, service request management process and problem management process are analyzed, and the idea of process optimization is put forward. Combined with six Sigma theory tools in process optimization and SWOT analysis method, the optimization scheme of IT operation and maintenance management process of M Company is put forward. According to the process optimization scheme, M company's event management process is optimized, which improves the efficiency of M company's IT service and customer satisfaction, in order to ensure the efficiency and smooth transition of the optimized process. Finally, the effectiveness of process optimization is verified based on AHP, which provides a reference for IT operation and maintenance management process optimization of other enterprises.
【学位授予单位】：华北电力大学(北京)
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F416.6;F49
本文编号：2288121
[Abstract]:With the development of information technology and Internet, enterprises begin to realize that information construction is an important foundation and opportunity for future development. How to effectively improve the level of IT service and operation and maintenance management has been paid more and more attention by enterprise management. The establishment of efficient IT operation and maintenance service flow is the key element to achieve high level IT service management. As the first company in the personal computer market, the outstanding performance in the initial stage of information construction has brought great opportunities for the development of the enterprise, and has well supported the rapid development of the business. With the deepening of M Company's internationalization and the restructuring of its business, it brings a severe challenge to the company's IT services. How to improve the efficiency of IT services and the level of IT operation and maintenance management is the background of this thesis. Based on the theoretical framework of ITIL and COBIT, this paper discusses the general framework of enterprise IT operation and maintenance management. The general framework describes that the activities of IT service include the service desk functional department of IT operation and maintenance management, five core processes and important control points. According to the IT objective decomposition theory in COBIT theory, the paper defines the reference performance index and setting method of IT operation and maintenance management process, which is the basis of IT management and the theoretical basis of this paper. This paper takes M Company IT Operations and maintenance Management Department as the research object, introduces the present situation of M Company's organizational structure and information construction, and analyzes the core flow of M Company's IT operation and maintenance management according to the general framework of IT operation and maintenance management. The key control points of event management process, service request management process and problem management process are analyzed, and the idea of process optimization is put forward. Combined with six Sigma theory tools in process optimization and SWOT analysis method, the optimization scheme of IT operation and maintenance management process of M Company is put forward. According to the process optimization scheme, M company's event management process is optimized, which improves the efficiency of M company's IT service and customer satisfaction, in order to ensure the efficiency and smooth transition of the optimized process. Finally, the effectiveness of process optimization is verified based on AHP, which provides a reference for IT operation and maintenance management process optimization of other enterprises.
【学位授予单位】：华北电力大学(北京)
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F416.6;F49
【参考文献】
相关期刊论文 前7条
1 任岫云;李平;;精益六西格玛项目管理模式研究及系统开发[J];机械;2011年01期
2 谢若承;;ITIL理念在SAP系统管理中的实践[J];计算机应用与软件;2010年05期
3 钟巍;钟颢;;基于精益六西格玛思想的供应链跨链间协作研究[J];中国管理信息化;2009年23期
4 陈谱欣;;基于ITIL的运维管理系统研究[J];电脑与电信;2009年08期
5 沈天添;;基于COBIT的IT控制研究[J];科技信息;2009年05期
6 张宏伟;;电力企业IT运维服务管理分析[J];电脑与电信;2007年12期
7 杨善林;刘渤海;马华伟;;现代质量管理方法在IT项目质量管理中的应用[J];科学技术与工程;2006年08期
相关硕士学位论文 前1条
1 王洁昊;基于ITIL的WK公司信息化管理改进研究[D];河北工业大学;2013年
，本文编号：2288121
本文链接：https://www.wllwen.com/jingjilunwen/xxjj/2288121.html
