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论文编号：	4609
作者编号：	2220081004
上传时间：	2012/9/19 16:49:11
中文题目：	基于ITIL的中国人寿公司内部IT服务管理研究
英文题目：	A Study on the IT Service Management Based On ITIL of CLIC
指导老师：	张金成
中文关键字：	关键词：中国人寿，信息技术服务，管理体系，质量控制，ITIL
英文关键字：	Key words: China Life Insurance Company Ltd; Information Technology Services; Management System; Quality Control; ITIL
中文摘要：	信息化是当今世界保险与其他金融领域发展的重要趋势，信息技术服务管理在提高企业核心竞争力和经营管理水平中发挥着至关重要的作用。多年来，中国人寿保险公司在信息技术与业务的战略、理念及行动上全面融合，为公司发展提供了强大动力。但是，由于保险市场的激烈竞争、保险业务的多样化发展以及信息技术的不断创新，中国人寿公司内部IT服务管理也面临诸多挑战。在此背景下，本文的研究以ITIL信息技术服务支持流程理念为基础，结合中国人寿IT服务的现状、特点与问题，建立基于ITIL的中国人寿公司内部IT服务的管理体系，并运用有关管理理论与方法，分析中国人寿公司内部IT服务质量，得出相关结论与建议。论文的主要内容包括：第一章绪论，阐明了选题的背景与意义；确立了研究的整体思路与框架；界定了服务质量管理、信息技术服务、信息技术服务管理等重要概念；并对服务质量管理理论与信息技术服务理论进行了总结分析。第二章梳理了中国人寿公司及其内部IT服务管理的现状。论文介绍了中国人寿的发展历史、组织结构与管理机制；分析了中国人寿公司内部IT服务的对象与内容与要点。第三章和第四章是论文研究的重点。第三章立足于中国人寿的管理模式与要求，以信息技术基础架构库（ITIL）这一最佳实践规范为基础，构建了公司内部的IT服务管理体系；分析了体系内部各组成部分的有机联系；并从日常管理、技术控制和人力资源保障等方面探讨了中国人寿IT服务管理体系的运行问题。第四章根据一系列指标，评价了中国人寿内部IT服务的质量，得出了相关研究结论，提出了进一步提高中国人寿IT服务管理质量的建议与思考。
英文摘要：	Information technology is an important trend in the development of world insurance and other financial areas today, so information technology service management plays a critical role in improving the core competitiveness and the management level of enterprises. For many years, the China Life Insurance Company (hereinafter referred to as China Life) have made a full integration in the strategies, philosophy and actions of information technology and the business, which provide a powerful impetus for the development of the company. But the information technology service management of the company also faces many challenges due to the intense competition in the insurance market, the diversification of the insurance business and the continuous innovation of information technology. On this background, this paper establishes a ITIL-based internal IT service management system of China Life based on the concept of ITIL information technology service support processes as well as on the status, characteristics and problems of the company’s IT service. After that, this paper analyzes the internal IT service quality of China Life with relevant management theories and methods, and then draws some conclusions and recommendations. This paper is constructed as follow. The first part is introduction. In this part, we illustrate the background, motivation, whole thinking and structure of this paper, define the concept of Service Quality Management, Information Technology Services and Information Technology Services Management, and then summarize and analyze the relevant theories. Chapter II sums up the status of the internal IT service of China Life Insurance, introduces the development history, organizational structure and management mechanism of the company, and analyzes the object, content and key points of the company’s internal IT service. Chapters III and IV are the most important parts of the thesis. Based on the management mode and requirement of China Life and ITIL, an internal IT service management system is constructed. After that, organic links of internal components of the system is analyzed, and the operation of the system is discussed from the aspects of daily management, technical control and human resources and support. Chapter IV assesses the quality of internal IT services of China Life based on a series of indicators and got some conclusions. Proposals and considerations to further improve the quality of IT service management in China Life is given at the end.
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