神华集团IT服务管理体系重构研究

发布时间：2018-02-09 01:11

本文关键词： IT服务管理神华集团重构 ITIL ISO20000　出处：《广西大学》2017年硕士论文　论文类型：学位论文

【摘要】：本文以神华集团IT服务管理系统为研究对象,结合IT服务管理ITIL实施标准的最佳实践,ISO20000标准等成功实施经验,分析研究神华集团IT服务管理系统SH217项目1004运营维护管理平台缺陷,从神华集团IT服务管理系统的服务水平,财务能力,持续性,可用性等服务提供管理流程,以及从问题、事故、问题、配置、变更等服务支持管理流程,追根溯源。筛选出主要问题并结合访谈法,价值工程模型和ITIL、ISO20000的相关知识对神华集团IT服务管理体系中用户满意度的分析和研究。识别出这些流程体系的不足,以及IT服务管理系统不断改进。重构出适合神华集团业务发展需求的IT服务管理体系,从而降低神华集团在信息化运营风险,达到建设综合优势明显、关键领域领先的行业一流的清洁能源企业。研究表明,神华集团现有的IT服务管理体系与实际业务需求还存在着差距,难以有效的支撑起现有业务的运行。为了使IT服务能持续性改进,提升IT服务能力,通过对神华集团现有IT服务管理体系进行重构。通过这些重构措施提升了神华集团IT服务管理水平、决策水平及管理创新、服务质量和运维人员专业水平,降低了IT系统运行风险。同时此次重构的IT服务管理体系对同行业其他公司有借鉴与参考价值。通过实践证明IT服务管理体系的管理水平、服务提供和服务支持对大型能源企业的业务有促进作用。同时也表明在ITIL最佳实践和ISO20000标准的指引下,使神华集团IT服务管理能力螺旋式上升。首先,促进企业发展。逐步建立集中的IT运维管理模式,提升信息化应用水平,提升中央企业信息评级,提升企业形象。其次,促进IT运维和谐发展。通过标准化,专业制度和流程建设,提升客户满意度,促进IT运维管理工作的和谐发展。最后,推进“节能减排”。通过集中监控平台和电子配置管理数据库(CMDB)维护“绿色数据”中心楼,提高设备利用率。
[Abstract]:This paper takes Shenhua Group IT Services Management system as the research object, combining with the best practice of IT Service Management ITIL implementation standard, such as ISO20000 standard and other successful implementation experience. This paper analyzes and studies the defect of shenhua group IT service management system SH217 project 1004 operation and maintenance management platform, from the service level, financial ability, continuity, availability of Shenhua group IT service management system to provide management process, and from the problem, Accident, problem, configuration, change and other services support the management process, trace back to the source. Screen out the main problems and combine the interview method, Analysis and Research on customer satisfaction of Shenhua Group IT Service Management system based on value Engineering Model and ITILILISO20000 knowledge. As well as the continuous improvement of IT service management system. The IT service management system suitable for the business development needs of Shenhua Group has been reconstructed, so as to reduce the risk of Shenhua Group's information operation and achieve the obvious comprehensive advantages in construction. Leading industry leading clean energy enterprises in key fields. Research shows that there is still a gap between the existing IT service management system of Shenhua Group and the actual business needs. It is difficult to support the operation of existing business effectively. In order to improve IT service continuously and enhance IT service capability, Through the reconfiguration of the existing IT service management system of Shenhua Group, the IT service management level, decision-making level and management innovation, service quality and professional level of operation and maintenance personnel of Shenhua Group have been improved through these refactoring measures. At the same time, the reconfiguration of IT service management system has reference and reference value to other companies in the same industry. The management level of IT service management system has been proved by practice. Service provision and service support have a catalytic effect on the business of large energy enterprises. It also shows that under the guidance of ITIL best practices and ISO20000 standards, the IT service management capability of Shenhua Group has increased in a spiral. Promote the development of enterprises. Gradually establish a centralized IT operation and maintenance management model, improve the level of information application, enhance the information rating of central enterprises, enhance the image of enterprises. Secondly, promote the harmonious development of IT operations and maintenance. Professional system and process construction, improve customer satisfaction, promote the harmonious development of IT operation and maintenance management. Finally, promote "energy saving and emission reduction." maintain "green data" center building through centralized monitoring platform and electronic configuration management database (CMDB), Improve the utilization rate of equipment.
【学位授予单位】：广西大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F426.21

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