电信运营商的IT服务管理系统的设计与实现

发布时间：2018-08-03 17:54

【摘要】：近年来,随着互联网的快速普及,互联网+、大数据等对人们的生活影响越来越大。人们无时无刻不在通过互联网发生交互行为,这都有赖于互联网背后的IT系统连接和支持,庞大的IT系统的建设及运营就成了企业需要迫切处理好的问题。随着4G牌照的发放,运营商之间的竞争已经从资费转移到业务服务质量和用户体验的竞争,如何提高IT服务管理水平和提升IT服务质量,降低IT系统运行风险,已成运营商迫在眉睫需要解决的问题。同时,目前ITIL技术即基础架构库也成为IT服务管理热门研究课题,在企业日常管理工作中的地位也越来越重要,但是在本企业中对这门技术的使用还有很多欠缺的地方。本论文首先回顾了IT服务的主要内容,山西省某运营商目前IT服务现状,以及IT服务管理系统建设的目标原则。基于项目需求调查数据,指出了目前运营商存在组织架构不完整、日常运营数据不精准和不及时的问题。对IT服务管理系统的三层总体架构从系统功能、业务流程等方面进行说明。对事件管理、问题管理、配置管理、变更管理和发布管理等功能技术详细解析,对IT涉及的各个工作环节及其相互关系进行阐述,从而梳理细化企业IT管理流程。最后通过对山西省某运营商IT服务管理系统进一步分析,结合通信运营商各类IT支撑系统的特点归纳总结,说明在运营商IT支撑系统中的应用部署方式。本文将ITIL理论与运营商IT系统项目实际紧密结合,对已有的IT服务管理体系进行完善,为相关企业在IT领域实施IT服务管理提供参考,实现IT部门从企业被动技术支撑者向主动提供服务者的转变。以IT服务为中心,为企业更好地提供IT数据、IT分析及经营建议,不仅提高了日常IT运营服务效率和管理服务水平,还提升了企业内部客户对IT部门的满意度,为企业增效提供了保障,更好服务于企业战略目标。
[Abstract]:In recent years, with the rapid spread of the Internet, big data and other people's lives are more and more important. People interact with each other through the Internet all the time, which depends on the connection and support of IT system behind the Internet. The construction and operation of huge IT system has become an urgent problem that enterprises need to deal with. With the issuance of 4G license, competition among operators has shifted from tariff to service quality and user experience. How to improve IT service management level and improve IT service quality, and reduce the risk of IT system operation. Has become the operator urgent need to solve the problem. At the same time, ITIL technology, the infrastructure library, has become a hot research topic of IT service management, and it is becoming more and more important in the daily management of enterprises. However, there are still many deficiencies in the use of this technology in this enterprise. This paper first reviews the main contents of IT service, the current situation of IT service of a certain operator in Shanxi Province, and the target principles of IT service management system construction. Based on the project requirement survey data, this paper points out that the operators have the problems of incomplete organization structure, inaccurate and untimely daily operation data. The three-tier architecture of IT service management system is explained from system function, business process and so on. In this paper, the function of event management, problem management, configuration management, change management and release management are analyzed in detail, and the work links and their relationships involved in IT are expounded, so that the process of IT management in enterprises can be refined. Finally, through the further analysis of the IT service management system of a certain operator in Shanxi Province, combined with the characteristics of various IT support systems of the communication operators, the application and deployment mode in the IT support system of the operators is explained. In this paper, the ITIL theory is closely combined with the IT system project of the operator, and the existing IT service management system is perfected, which provides a reference for the related enterprises to implement IT service management in the IT field. Implement the transformation of IT department from passive technical support to active service provider. Taking IT service as the center, providing IT data and IT analysis and management advice for enterprise better, not only improve the efficiency of daily IT operation service and management service level, but also enhance the satisfaction of enterprise internal customer to IT department. For the enterprise efficiency to provide protection, better serve the strategic objectives of the enterprise.
【学位授予单位】：大连理工大学
【学位级别】：硕士
【学位授予年份】：2016
【分类号】：TP311.52

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