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论文编号：	13391
作者编号：	2320180622
上传时间：	2022/6/14 10:42:27
中文题目：	BR公司IT运维外包服务质量管理研究
英文题目：	Research on IT Operation Outsourcing Service Quality Management of BR Company
指导老师：	侯文华
中文关键字：	IT外包；运维服务；服务质量；管理体系；评价标准
英文关键字：	IT Outsourcing; Operation and Maintenance Services; Service Quality; Management System; Evaluation Criterion
中文摘要：	数字化时代，各个企业纷纷参与到业务数字化转型的浪潮中。而数字化实现的前提通常是依托于强大的信息化作为保障，也就是通过IT技术的部署来提高企业的生产运营效率，降低运营风险。然而并不是所有企业都具备独立完成信息化建设并维护信息化系统的能力，因此IT运维外包已成为企业快速掌握专业服务能力并降低成本的主要选择。有数据证实，IT运维外包服务中出现的问题80%是运维服务质量问题，20%是相关产品质量问题，运维服务质量管理已成为企业在市场竞争中不可回避的一个重要课题。文本以IT运维外包服务提供商BR公司为研究对象，综合运用服务质量及IT服务质量体系标准等相关理论，采用层次分析法和层次模型分析，构建了BR公司的IT运维外包服务质量体系，并对BR公司的IT运维外包服务质量进行综合评价，进而提出相应的服务质量保障策略。首先，通过对IT外包服务、服务质量及IT服务质量体系标准相关文献的梳理，厘清了IT运维外包服务的内涵和特征；其次，通过对BR公司的数据调研及相关人员的访谈，明确了运维服务质量的现状及存在的问题；再次，基于ISO9001标准和ITSS标准，结合IT运维外包服务的特征以及企业的实际情况，构建了BR公司IT运维外包服务质量管理体系，并设计出质量管理的评价标准，其中包含5个一级指标，13个二级指标和18个三级指标；然后，借鉴ITSS国标准则并运用层次分析法确定出各评价指标的综合权重；接着，根据构建的标准结合层次模型分析对BR公司的运维服务质量做出评价，并依据评价结果分析BR公司运维外包服务质量的短板和不足。 随后，针对这些不足提出了加强员工职业素养、优化绩效管理体系、提升人员专业技能、规范服务流程、强化服务质量管控、完善服务级别管理、研发自动化运维工具、运用知识管理系统、优化项目管理等具体的改进对策和建议。在本文的结尾，对本次研究做了整体的总结，谈到了本次研究中的一些不足，并基于行业的发展趋势，对未来的研究方向提出建议。
英文摘要：	In the digital era, various enterprises have participated in the wave of business digital transformation. The premise of digitalization is usually based on strong information technologies as a safeguard, and via the IT implementation to enhance the operating efficiency and lower risks. However, not all enterprises have the ability to independently complete the information construction and maintain their information systems. Therefore, IT operation and maintenance outsourcing has become the major choice for enterprises to quickly attain the professional service ability and reduce the total costs. Data confirmed that 80% of the problems in IT operation and maintenance outsourcing services are due to operation and maintenance service quality problems, while the rest 20% are product quality related problems. Operation and maintenance service quality management has become an important topic that enterprises can not ignore during the fierce market competition. The thesis takes BR company as the research object, comprehensively using the relevant theories such as service quality as well as IT service quality system standards, adopts analytic hierarchy processes and hierarchical model analysis to construct the IT operation and maintenance outsourcing service quality system of BR company. Furthermore, it comprehensively evaluated the IT operation and maintenance outsourcing service quality of BR company, and put forward the corresponding service quality assurance strategies and suggestions. Firstly, by consolidating the relevant literatures and theories to IT outsourcing services, service quality along with IT service quality system standards, the thesis clarifies the connotation and characteristics of IT operation and maintenance outsourcing services; Secondly, through the data research of BR company and the interview with relevant personnel, the current situation and existing problems of operation and maintenance service quality are understood; Thirdly, on account of ISO9001 & ITSS standard, united with the features of IT outsourcing services and real situation of BR company, the thesis constructs the IT operation and maintenance outsourcing service quality management system of BR company, and designs the evaluation standards of quality management that consists 5 tier-1 index, 13 tier-2 index and 18 tier-3 index; Then, the comprehensive weightings of each evaluation item is determined by referring to the national standard of ITSS and using analytic hierarchy process; Next, according to the given standards, combined with the hierarchical model analysis, the thesis evaluates the operation and maintenance service quality of BR company, and analyzed the shortcomings and deficiencies of the operation and maintenance outsourcing service quality of BR company based on assessment. Then, in view of these deficiencies, the thesis puts forward specific improvement countermeasures and suggestions, such as strengthening employees' professional attainment, optimizing performance management system, lifting personnel's professional skills, standardizing service process, intensifying service quality control, perfecting service level management, developing DevOps tools, applying knowledge management system, optimizing project governance and so on. In the end, it makes an overall summary of this research, discusses inadequacy in this research, and puts forward suggestions on the directions of future research on account of the development trend of the industry.
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