联系我们

论文查询结果	返回搜索

论文编号：	7835
作者编号：	2120132516
上传时间：	2015/12/7 16:07:45
中文题目：	基于大数据的IT企业服务管理优化研究——以S公司为例
英文题目：	The Research of IT Enterprise`s Service System Management Optimizing Based on Big Data——the S Company For Example
指导老师：	李勇建
中文关键字：	大数据;服务管理;IT企业;决策优化
英文关键字：	Big data;Client Service System Management;IT enterprise;Decision optimization
中文摘要：	近年来，随着移动互联技术发展和大数据时代的到来，IT企业所面临的客户和客户行为特征已经发生质的变化。多元理解客户，深度洞察客户，永续创新客户服务管理体系的运营水平，是IT企业日益迫切的内在要求。虽然大数据研究已经是当前全球各个学科领域的热点课题，但是如何把大数据应用在服务管理领域的研究尚处于起步阶段。特别是站在企业角度，探讨如何利用大数据优化提升服务管理体系的系统研究还较少，服务管理层面临的诸多时代新问题远未得到足够的思考和探索。 有鉴于此，本文从IT企业角度出发，借助在大数据研究中的深入思考，并充分结合在服务管理领域的丰富管理经历与研究经验，创造性地构建了大数据背景下IT企业服务管理优化模型，并详细阐述了关键策略和具体实施方案。本文在完成对大数据理论和服务管理相关理论的研究介绍后，首先，根据大数据的发展状况和应用特点，结合IT企业服务管理面临的挑战，系统的分析IT企业目前服务管理在大数据时代下优化的必要性和可行性。其次，提出基于大数据的IT企业服务管理优化模型，并根据模型，针对性的提出在服务管理优化过程中的具体策略和实施方案。最后，导入IT企业S公司的案例，剖析了其服务管理体系中难点和障碍，运用本文提出的基于大数据的服务管理优化模型和一般方案，对其实施相关优化分析，并对改进策略进行相关效益分析。 本文的主要研究成果是通过对大数据下服务管理优化的系统研究，创新性的提出了基于大数据的IT企业服务管理优化模型和具体实施方案，运用典型的IT企业S公司的服务管理优化案例论证上述模型，可以为相关企业运用大数据等先进的信息技术和管理方法，提高服务体系运营能力提供依据。将大数据开创性的应用于服务管理体系，是本论文的核心和创新点。
英文摘要：	In recent years, as the mobile Internet develops rapidly, the age of big data is coming. On this background, the client and the client behavior that IT enterprise is facing to have changed dramatically. Therefore, new Client Service System Management is needed urgently. Multilevel understanding of the clients, deep insight of the client behavior and continuously innovation of the Client Service System Management has shown great importance. Meanwhile, big data technology is now developing rapidly once it`s put forward and now broadly applied in many fields such as science, business, governing. Still, the application of big data to Client Service System is just starting. Little research could probe the combination of big data and Client Service System, especially with the perspective from IT enterprise. Nowadays, many issues of Client Service System Management need to be solved, however there`s not enough theory, model and experience to promote Client Service System Management to be more reasonable in the age of big data In the view of IT enterprise, this thesis combined the in-depth research of big data and rich theory and experience of Client Service System Management together. Further, it built a Client Service system Management optimizing model on the basis of big data technology, and expounded the key strategies and the specific Implementation scheme. Firstly, this thesis introduced and probed current big data technology and theory, and Client Service System Management. Secondly, this thesis has analyzed systematically the necessity and feasibility of Client Service System Management optimizing in the age of big data. On one hand, some problems has shown on the process of Client Service System Management in IT enterprise developing, on the other hand, big data technology and theory is proven and has made outstanding achievements in many fields. Thirdly, a Client Service system Management optimizing model basing on big data was built in this thesis. And in the light of this model, key strategies and the specific Implementation scheme has been stated. Fourthly, with the case of the IT enterprise S, this thesis has analyzed the problem of its Client Service System, which is representative in current development of Client Service system Management. This thesis simulate the optimizing process using the optimizing model and Implementation scheme stated in this thesis, and predicted the result. In general, the main research achievement of this thesis is as follows. Through deep and systematical research on the application of big data technology and theory to Client Service System Management, this thesis creatively built a new model of IT enterprise Client Service system Management, which will improve Client Service system more effectively in the age of big data. Furthermore, the case of IT enterprise S has proved that the model could promote the optimizing of Client Service System continuously, by using technology and theory of big data. On the whole, big data applying to Client Service System creatively is the core and innovative of this thesis.
查看全文：	预览  下载(下载需要进行登录)