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论文编号：	3178
作者编号：	2120082430
上传时间：	2011/6/3 12:05:40
中文题目：	中煤集团管理信息系统运维服务策略研究
英文题目：	The Study of China National Coal Group Corp. Management Information System Operational maintenance Service Strategy
指导老师：	严建援
中文关键字：	运维服务管理 中煤集团 信息技术服务管理 信息技术基础架构库
英文关键字：	operational maintenance Service Management China National Coal Group Corp. ITIL ITSM
中文摘要：	摘要 在研究了中煤集团管理信息系统建设的背景状况，及其运维服务工作当前所面临的挑战后，根据中煤集团IT管理的现状以及对运维管理的长期发展需要， 在日趋激烈的市场竞争中，大型集团企业越来越重视对管理信息化的应用，用信息化来支撑企业的创新与变革。随着管理信息系统越来越深入的与企业的业务发展进行融合，如何能够保证信息系统能够随需应变，支撑企业业务和战略发展而不断改善。这就需要企业建立一套完善的管理信息系统运维服务体系。 不同的组织会有不同的管理信息化特性，对运维体系搭建的需求也是不尽相同。本文以中煤集团为研究对象，采用个案研究法，对其集中部署的管理信息系统在目前阶段所存在IT运维管理问题进行了分析研究，在回顾信息技术服务管理ITSM和信息技术基础架构库ITIL相关理论基础上，结合大型集团企业在进行管理信息化的应用特点，设计出一套符合中煤集团现阶段运维服务管理需求的服务策略，探讨实施运维对增进信息技术与企业战略融合的策略研究。 中国中煤集团有限公司是国务院国资委管理的大型能源企业，为了加强集团管控，实现企业管理精细化、信息标准化及业务一体化，在2009年初开始实施的综合管理信息系统是中煤集团近几年来规模最大，覆盖面和影响力最广的项目。中煤集团的运维工作特点和需求与中煤集团本身所处的宏观市场环境，管理调控要求以及其信息化基础的建设背景都是密不可分的，如何建立成体系的运维服务来保证和提升其管理系统的绩效已经成为中煤集团必须面对的新挑战。 本文提出适用于中煤集团管理信息系统运维服务实施策略。运维服务策略的设计是与企业整体的业务流程变更紧密集成在一起的，当业务流程发生变更时，其会对运维服务提出一个需求，要求管理信息系统能够随着业务的发展而进行调整。运维服务的交付也就代表了业务流程的实施部署完成，整个过程便是整个运维服务生命周期为企业业务所带来的价值。运维服务解决方案是一系列概念一致的服务总集，其可以自主地更新以比不断适应内外部情况的更新。在设计的过程中既要考虑财务相关因素，更要要全局考虑所有可能给服务带来变化的因素。 基于ITIL标准的最佳实践，建议在中煤集团的运维服务管理中采用 “一个入口、一套流程、一个平台”的服务管理体系。一个入口是指构建“服务台”，成为中煤集团IT服务的唯一入口，前期仅作为综合管理信息系统的入口，未来逐渐成为其它桌面系统和基础设施的统一入口。一套流程是指要建立一套符合ITIL标准的服务流程以规范IT服务。一个平台是指要统一服务的管理平台，构建运维服务管理体系需要建设一套企业级的管理平台，未来逐渐将Oracle EBS系统、Oracle HFM系统、桌面、基础设施的服务管理结合为一套一体化协同管理平台。基于服务管理体系，从人员管理、流程管理、平台保障、质量控制等多方面来保证其运维服务质量达到SLA标准。本文根据ITIL中的相关理论，结合中煤集团的组织状况和IT基础，提出了运维服务流程设计方案。该方案设计了服务级别管理、事件管理、问题管理、配置管理、变更管理、知识管理和发布管理的核心服务流程。 为了让运维流程得到有效的部署与执行，应当设置一系列的指标来监控其过程，提供给服务组织和客户统一的度量运维服务的依据并定期向利益相关者报告运维服务的执行情况。同时，指标的设置可以为IT的卓越运营提供战略推动力，最大化IT的生产率和极小，证明IT部门的价值创造。本文根据运维服务的流程类别设计相关的指标，以期能对运维服务流程的执行起到正确的导向作用。 为了保障运维服务设计方案能够在中煤集团成功部署应用，并取得良好的效果，其实施过程是一个复杂的，需要多方资源协同工作的项目工程。本文从运维服务管理项目实施涉及的计划保障、组织保障和平台保障三方面进行了深入讨论。 本文将实施计划分为服务蓝图设计、服务组织搭建、运维服务切换和正式运维期四个阶段，在不同的实施阶段，项目所面临的挑战来自很多方面，实施需要投入各个层级资源，除了在IT设施和技术本身外，还需要管理层和其他业务单元的大力支持与配合。服务蓝图设计阶段的目标是面向服务提供的组织和服务交付的对象确定服务管理的流程规范。服务蓝图必须能够确切的描述出每一个流程所应行使的职责和相互之间的管理，同时可以详细的说明运维服务管理的目标在蓝图中的实现方式与路线图。服务组织搭建阶段的主要工作任务是明确在服务蓝图中各个流程节点的负责人和交互规范。根据服务级别管理和业务/战略目标进一步确定各个岗位的绩效考核方式。运维服务切换阶段的目标是帮助新建立的运维服务组织能够更好的接收之前系统建设阶段所积累的知识与文档，通过对这些知识的理解，提升运维服务过程的效率，完成服务管理的目标。运维服务运营阶段是一个由项目实施团队和其他业务单元共同约定的时间点，在这一时间中煤集团管理信息系统运维服务项目即宣告正式上线。这一阶段的主要目标是将新的服务管理方案投入实际运作，实现对现有系统的实施监控和维护。 在组织保障中，基于中煤按照财务、采购、销售、设备等业务线分设对应的业务支持组的需求理解，综合中煤整体解决方案构架，设立服务台、应用支持和技术支持三个层次进行人员组织来保证运维服务的有效支撑。 由于运维管理的核心是基于流程的管理，而IT服务管理平台的实施可以保障这些流程的执行，并将人员、组织、技术和知识与这些流程集成起来。本文提出基于CA UNCIENTER的系统服务平台实施保障方案，帮助整个运维服务管理在一个平台上得到高效的运作。 本文通过对IT管理理念的理解和ITIL的研究与应用，总结出IT运维服务能力是一个循序渐进过程，企业可以通过对运维服务组织、流程与系统的设计与部署实现IT运维服务的主动管理，转变服务视角，促使管理信息系统与战略的业务的融合，提升IT在企业发展中的价值。
英文摘要：	The management of imformaitionization, which used to support Enterprise Innovation and reform, is becoming more and more important in fierce competition. Enterprise need to establish corresponding MIS Operation Maintenance system to promote Enterprise Management Information System (EMIS), which in close touch with enterprise business development is flexible. The structure of operational maintenance system subject to characteristic decided by different companies. IT Service Management Reference Model (ITSM) is proven to be acceptable. This text will focus on China National Coal Group Corp. We would study how China coal will operate ITSM to combines imformationization and Enterprise strategy perfectly. As being a large Energy enterprise managed by SASAC, in order to reinforce group control enhancement. Enterprise management refinement, information standardization and business integration, they set up comprehensive management information system in 2009 which is the largest and most diversified program recently. The features and requirements of the Operational maintenance Service of China National Coal Group Corp. is close and conjoint with the macro-environment，requirements of the management and the IT infrastructure. How to establish operation service system to remains and improve the original system that faces the challenge refers to their specialization and overall environment. This thesis gives out the Implement tactics how to join the system to the Business Process closely. That requires the system is subject to change by the development of Business Process. When the Business process needs a change, it will submit a requirement to the Operational maintenance Service System, make the MIS adapt to the development of the business. The Operational maintenance Service Delivery means the business has be changed, the whole Lifecycle of the service is the value what is bring to the corporation. The solution of Operational maintenance Service is the service set of a serious of concept, it could update by itself when the external environment of the corporation changed. In the process of service design, we need to consider not only the financial considerations, but also the total changes which the service brings to us. Based on ITIL’s best-practice, we suggest the following service management system: One Gateway, One Flow, and One Platform: We set up a service desk to be the only gateway to entrance the comprehensive management information system, and also becomes the monolithic gateway of other desktops and infrastructures.One Flow means to establish a set of service flow meet the ITIL standard. One Platform means a monolithic management platform which could integrate Oracle EBS, Oracle HFM, OA, Desk management, and other system together in the future. To assurance the service quality meet the SLA standard, the proposal need based on service management system and concerns other factors including Resource Management, Flow Management, platform assurance and quality control. Thesis based on relatively theoretic of ITIL, Considering the actuality and the situation and original IT system, the thesis gives out the proposal. The proposal includes SLA, Incident Management, Problem Management, Configuration Management, Change Management, Knowledge Management, and Release Management. The thesis proposes a series of indicators to monitor the whole workflow which could supply standard operation and maintains service, and also report the implementation periodically. Meanwhile, it could push IT operation, improve Productivity and performance by establish such kind of indicators. The indicators designed due to service category are supposed to guide the implementation. The implementation of the project is complicated since we need to assurance the proposal could be operated effective and successful. In thesis, planning assurance, organization assurance and platform assurance were discussed deeply. Implementation planning including following stages：design service blueprint ；build up service organization；operational maintains switch on；former operational maintain period。This program will face to lots of challenges all through the whole period which need to be support and cooperate by not only the IT implement and technician division but also management and other business units. During the First stage we need standardize the whole processes to organization we service and deliver to. The blueprint must describe the duty and relationship among every single progress exactly, and shows the detail of implementation and roadmap. Then it is time to identify the norms and the person in charge of every node, inform performance evaluation further due to strategic goal. Then we would help to adopt the former documents and knowledge from the original system which will improve efficiency and achieve objectives. Formal operation is a time decided by all business units and operation project which means the project been put into use. Through the enforcement of this system, have raised level and the efficiency of daily superintendence; have realized for the group the development of dynamism, informative process. Based on the mode of Sino-Coal, they set variety supporting teams to support according deferent business line, such as finance, purchasing, sales, equipment management, etc., integrated with the overall solution framework, Sino-Coal established three level which is help desk, application support and technology support, to organize their staff to ensure the effective supports to the AMS. Because the core of AMS is process based management, and the implementation of IT service management platform can ensure the performance of related processes, meanwhile integrated human resource, organization, technology and knowledge sharing to these processes. This paper presents a system service platform which based on CA UNCIENTER to implement security program to support the efficient performance of AMS in one platform. Based on the understanding of IT management and the researching and application of ITIL, we conclude that IT application management service (AMS) is a step-by-step process, through the organization of AMS/ system development /and the designing of process, enterprises can easily implement initiative management and change their service perspective, promote the integration of IT management system and strategy business, to enhance the valve of IT service in business development.
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