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论文编号：	2705
作者编号：	2120082461
上传时间：	2010/11/23 22:55:23
中文题目：	建设银行天津市分行IT服务管理研究
英文题目：	The Research on IT Service Management of China Construction Bank Tianjin Branch
指导老师：	严建援
中文关键字：	信息技术;信息技术服务管理;信息技术基础架构;建设银行
英文关键字：	IT, IT service management, Information Technology Infrastructure Library ( ITIL )， China Construction Bank
中文摘要：	伴随着信息技术的高速发展，市场竞争也日益激烈，企业之间的竞争不再仅仅是产品质量、数量或者价格之间的竞争，更重要的是“服务”水平的竞争。伴随着各个企业信息化建设的逐渐提高，IT已成为众多企业业务流程中不可或缺的部分，直接影响着某些业务流程的成败。IT系统正在变得越来越庞杂，IT部门也承担者越来越大的责任。如何管理、控制和维护好这些IT系统，成为了企业IT部门的最大挑战和首要任务，IT服务管理也应运而生。 本文首先从服务管理理论的回顾入手，进而介绍了IT服务管理的概念。自上世纪80年代至今，IT服务管理已经发展为一整套成熟的方法论体系，IT服务管理的核心思想是以客户为中心，以流程为导向，通过提高企业IT部门的服务支持与服务交付能力，帮助企业建立合理的IT服务，以满足业务需求。本文采纳了被国际广泛认可的IT服务管理的最佳实践--ITIL (Information Technology Infrastructure Library，即信息技术基础架构库)，并对ITIL的各个模块的作用和相关流程之间的关系进行了简要阐述。 中国建设银行作为一家上市公司，面对金融行业同质竞争的日益加剧，为适应激烈的服务竞争，制定了“以客户为中心”的发展战略，伴之“以科技立行”的发展方针。笔者在建设银行信息技术管理部工作多年，根据实际工作经验，阐述了现代银行信息化建设的必然趋势和引入IT服务管理的必要性。本文根据天津建行实际情况，说明了实施IT服务管理的难度和现实意义。根据天津建行IT服务对象的不同，笔者将天津建行IT服务管理的实施分为面向前台网点和面向后台运维两个部分各自展开讨论，通过对ITIL中各个流程的具体实施和实施后的效果进行总结，提出了IT服务管理中需要注意的问题和对完善天津建行IT服务管理的建议。最后，通过总结和展望，希望为中国的银行业更好的实施IT服务管理找到一条可以借鉴的道路。
英文摘要：	Accompanying the rapid development of information technology, the market competition is also becoming intense day by day. The competition among enterprises is not merely about the product quality, quantity, or the price, but more importantly is the “service” competition. Following the gradual enhancement of information construction in each enterprise, IT has been becoming an indispensable part in the business process of many companies, influencing the success or failure of certain operation procedures. Nowadays IT system is becoming more and more numerous and complicated, and IT department is undertaking bigger and bigger responsibilities. How to manage, control, and maintain the system has become the biggest challenge and primary task of the IT department in each enterprise. IT service management also arises at the historic moment. This article starts from the service management theory review, following with the introduction of the IT service management concept. From the 1980s till now, IT service management has been developing and become a whole set of mature methodology system. The key thought of IT service management bases on customer-centered and process-oriented concept, by improving the IT department service support ability and payment ability to help the enterprise establish a reasonable IT service to meet the business needs. This article adopts the best practice of the internationally wide accepted IT service management - ITIL (Information Technology Infrastructure Library), and conducts a brief elaboration on the ITIL modules functions and the correlations among the relevant operation procedures. China Construction Bank (CCB) as a listed company is facing aggravating homogeneity competition from the financial industry. In order to adapt to the fierce service competition, CCB has instituted the “customer-centered” development strategy and the “science and technology-rooted” development guideline. The author has been working in CCB IT department for many years, who based on the practical working experience, elaborates the inexorable trend of information construction in modern banks, as well as the necessity of introducing IT service management. This article bases on CCB Tianjin branch actual situation, explains the difficulties and the practical significance of implementing the IT service management. According to the different IT service target, the author splits the discussion of IT service management implementation into two parts, one is for the counter service channel, and the other is for the backstage IT operation and maintenance. By summarizing the impact of before and after implementing the ITIL specific processes, the author brings forward some problems that need to be paid attention to in the IT service management, and the suggestions for consummating the IT service management in CCB Tianjin branch. Finally, with the summary and prospect, the author hopes to find out a referential path to help China banking industry better implement the IT service management.
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