ITIL在A公司管理信息化应用研究

发布时间：2019-02-13 20:08

【摘要】：信息化建设在企业的深入和发展,业务复杂性和个性化日益加深,售后服务管理给公司IT部门不断提出了新的挑战。解决成本问题也被提上了日程。要求企业领导能充分认识到其重要性并予以重视,进而在企业内部自上而下地推动方案的实施,从而令稳定的技术系统服务于企业稳定的运营和生意的扩张。ITIL信息基础框架有着建设性的指导作用,能高效地解决企业的问题,当前已受到越来越多的企业重视和运用。本文拟通过对IT处事解决知识框架ITIL进行深入分析与研究,以ITIL规范为根本原则,同时与ITIL核心流程为主要理论指导。以A公司为例,简要论述了A公司构建基础框架的思绪和原则。在A公司搭建售后支持InfoCare平台,厘清公司各部分的联系,确定量化标准。重点研究IT事故解决进程,通过事故解决进程优化具体设计,了解所有解决进程的消息、改进管理及主要事件的流程和具体的改进方案。在运用售后服务维护体系的建设以及流程改进软件之后, A公司的主要软件产品DMS系统的售后维护变得规范起来,令售后服务由被动变为主动,服务质量和效率均得到显著的提升,有效提升了客户满意度,企业处事程度达到了新的高度。同时树立了“以客户和服务为中心”的创新思维,建立一个跨部门的交叉性IT服务管理平台InfoCare,并充分利用该平台和相关的流程,令各项资源利用率达到最大化,为公司实现信息化管理提供助力,进而进一步扩展市场。最后对InfoCare平台应用效果展开评测,详细介绍其流程变更级及服务管理的完善,对系统可能存在的BUG展开探究及论述。本文的研究对同行业售后服务管理具有一定的参考价值,达到完善IT服务管理的目的。
[Abstract]:With the deepening and development of information construction and the deepening of business complexity and individuation, after-sales service management has brought new challenges to the IT department of the company. Solving the cost problem is also on the agenda. Require enterprise leaders to fully recognize its importance and attach importance to it, and then promote the implementation of the program from top to bottom within the enterprise, So that the stable technical system can serve the stable operation and business expansion of the enterprise. The ITIL information infrastructure has a constructive guiding role and can efficiently solve the problems of the enterprise. At present, more and more enterprises pay attention to it and apply it. In this paper, through the in-depth analysis and research of IT solution knowledge framework ITIL, the ITIL specification is the basic principle, and the core process of ITIL is the main theoretical guidance at the same time. Taking company A as an example, this paper briefly discusses the thoughts and principles of A company to construct the basic framework. Build InfoCare platform in company A, clarify the relationship of each part of the company, determine the quantitative standard. Focus on the IT accident resolution process, through the accident resolution process optimization of the specific design, to understand all the process information, improve management and the main events of the process and specific improvement plan. After the construction of the after-sales service maintenance system and the process improvement software, the after-sale maintenance of the DMS system, the main software product of A Company, has become standardized and the after-sales service has changed from passive to active. Service quality and efficiency are significantly improved, effectively improve customer satisfaction, the degree of business to a new height. At the same time, it sets up the innovative thinking of "taking customer and service as the center", establishes a cross-departmental IT service management platform, InfoCare, and makes full use of the platform and related processes, so as to maximize the utilization of various resources. For the company to achieve information management to provide assistance, and further expand the market. Finally, the application effect of InfoCare platform is evaluated, the process change level and service management are introduced in detail, and the possible BUG of the system is explored and discussed. The research of this paper has certain reference value to the after-sales service management of the same industry, and achieves the goal of perfecting the IT service management.
【学位授予单位】：西南交通大学
【学位级别】：硕士
【学位授予年份】：2015
【分类号】：F426.471;F270.7

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