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论文编号：	12676
作者编号：	2320170378
上传时间：	2021/6/21 9:38:20
中文题目：	T公司应用系统运维服务管理改进研究
英文题目：	Application Maintenance Service Management Study of Company T
指导老师：	侯文华
中文关键字：	IT服务; 应用系统运维; 服务质量管理; 客户期望; T公司
英文关键字：	IT Service; Application Maintenance Service; Service Quality Model; Customer Expect; Company T
中文摘要：	摘要 随着科技的飞速发展，信息技术与业务的关联越来越紧密，无论日常通用系统还是专业的业务系统，IT贯穿于每个业务环节之中。为保证企业的信息化系统能够正常运行，运维服务不可或缺。相较于基础架构的运行运维，应用系统运维对运维服务人员的要求更高，除了IT相关专业知识，更需要了解业务以及更好的沟通技能，对运维人员的服务意识和服务质量要求更高。有些企业选择将这部分业务外包给专业的IT服务提供商，比如T公司。 T公司1999年从某制药企业的IT部门独立出来，实现自主经营，全球共有包括中国T公司在内的9个国外办事处，全球拥有雇员超过2200人。客户主要是制药企业，业务涵盖战略与指导，需求规范及供应商选择，信息化改造，合规管理，运维保障等方向。 制药企业由于其行业特性，对服务产出物的质量要求更高，中国T公司，具有十余年专门做制药企业离岸外包服务经验。面对国内制药行业的兴起，开发国内的应用运维服务方面在岸IT服务外包，会面对新的问题和挑战,具有现实的研究意义。 本文首先针对信息系统技术服务相关的理论和服务管理理论进行了回顾，并简单介绍了制药行业相关法规和指南；接着结合着制药行业的特点与IT服务供应商之间进行应用系统运维服务的内容介绍；然后针对信息化建设中的初创的制药企业客户在提供应用系统运维服务中所遇到的不同类型的问题进行阐述和分析；随后针对提出的问题进行逐一分析并提供改进方法；最后通过实践提供实施保障；本文最后进行总结和文章的不足以及未来的设想。 本文结合具体的工作实践以IT服务提供商的角度，阐述了为国内某初创制药公司提供应用系统运维服务的过程中遇到的问题进行了原因分析，帮助初创企业完善标准流程，管理客户期望和改进服务质量等问题进行了阐述分析和实施保障。
英文摘要：	Abstract As the information technology blooming so fast, the information technology has been more and more necessary part to kinds of industries. With the rapid development of science and technology, the relationship between information technology and business is getting closer and closer. Whether it is a daily general system or a professional business system, IT runs through every business unit. To ensure every application operates normal all the time, operation and maintenance services are indispensable. Compared with infrastructure operation maintenance service, the application maintenance service has higher requirements for maintenance personnel. Besides the IT-related professional knowledge, it is necessary to understand the business and better communication skills, furthermore the service mindset and service quality mindset is plus requirements. Some companies choose to outsource IT service to professional IT service providers as Company T. Company T separated from the IT department of a pharmaceutical company in 1999 and achieved independent operation. Besides head quarter, it has 9 foreign offices outside in the world, including Company T in China. Company T employs more than 2,200 people globally. The customers are mainly pharmaceutical companies, and the business covers strategy and guidance, demand specification and supplier selection, information transformation, compliance management, operation and maintenance and so on. Pharmaceutical companies need higher quality of service output due to their industry characteristics. China Company T has more than ten years of experience in offshore outsourcing services for pharmaceutical companies. Facing the rise of the domestic pharmaceutical industry, the development of domestic application operation and maintenance services for onshore IT service outsourcing will face new issues and challenges, which has practical research significance. This thesis firstly recalled the related theoretical studies of information system IT service and service management and then describe some current regulatory and practice in pharma industry; Secondly introduce the system maintenance of IT service supplier based on the pharma industry; Thirdly take a Growth Company as example to describe the system maintenance service and the different issues that we meet with the IT developing customer; Furthermore, analyzed the root cause of above issues respectively and provided the improved methods; Afterwards the implementing guarantee based on the real practice were provided. At the last there is a conclusion and the part which could be described but missed, and the expect for the future. This thesis is based on the work practice with real customer from the perspective of an IT service provider. During the daily work with the local developing customer, there is a challenge to help customer building IT management system, customer expect management and the gap of service quality issue which are also analyzed.
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