联系我们

论文查询结果	返回搜索

论文编号：	8593
作者编号：	2220140491
上传时间：	2016/11/24 8:56:36
中文题目：	北京电信公司IT服务管理研究
英文题目：	Research on IT service management of Beijing Telecom Company
指导老师：	严建援
中文关键字：	IT服务管理、ITIL、ITSM、北京电信
英文关键字：	IT service management, ITIL, ITSM，Beijing Telecom
中文摘要：	随着电信行业的全面竞争，各个企业的竞争已经越来越依靠IT信息系统，IT系统在互联网时代已经越来越成为企业的核心竞争力之一。现代的企业要求IT系统和信息化部门不仅仅起到支撑作用，更加要求IT部门能够引领企业从企业的信息化逐步转变为信息化的企业，因此迫切要求IT部门迅速的提高自身的管理水平和服务支撑能力，希望企业的IT部门能够起到引领企业业务发展的作用，所以，在企业内部的IT部门引入IT服务管理的理念和建设相关的系统变得非常重要。本文详细的研究了国内外IT服务管理的发展趋势。研究了IT服务管理的定义和发展历程。研究了ITIL V3核心的功能模块以及各个功能模块的简要内容，具体包含了服务战略功能模块、服务设计功能模块、服务转换功能模块、服务运营功能模块和持续服务改进功能模块的定义和功能。研究了北京电信IT信息系统的建设情况，IT部门面临的问题和压力。当时在IT服务管理方面存在组织和人员、流程、制度等方面以及技术手段方面等问题，以及引入IT服务管理的必要性和紧迫性。研究了北京电信IT服务管理的建设目标。重点研究了北京电信IT服务管理体系和流程的架构设计和工具方法。研究了IT服务管理系统在整个信息化架构中的定位、范围和流程设计，以及体系内部各系统之间的关系，和外部系统之间的关系。研究了北京电信IT服务管理的重要概念：服务对象、服务内容、服务目录等。研究了IT服务管理的体系框架、流程框架以及流程模型和实施方法。详细的研究了北京电信IT服务管理项目的实施原则和要求，分3个阶段进行系统演进和实施，从主动管理向量化管理和持续演进迈进。重点研究了北京电信定义的11个重要流程之间的关系和闭环管理。以需求管理为例，展示了具体流程的定义、优化、设计和实施。最后对全文进行了总结和展望。
英文摘要：	With the competition of the telecommunication industry, the competition of each enterprise has become more and more depend on the IT information system, the enterprise informationization level and the IT operation ability must be the key to the future success of the modern enterprise. The modern enterprise IT system requirements and information technology departments not only play a supporting role, more requirements for IT departments can lead the enterprise informationization gradually transformed into the information of the enterprise, so it is urgent to IT departments quickly improve their management level and service support capabilities, to corporate IT departments can play a leading role in the development of business enterprises so, in the internal IT Department introduced the concept of IT service management and the construction of relevant system becomes very important. In this paper, the development trend of IT service management at home and abroad is introduced in detail. This paper expounds the definition and development of IT service management. The summary function module of ITIL V3 core and various functional modules, including the service strategy function module, service module design, service switching function module, service module and continual service improvement function definition and module. Describes the construction of Beijing Telecom IT information system, the problems faced by the IT department and the pressure. At that time in the IT service management organization and personnel, processes, systems and other aspects of the technical means and other issues, as well as the introduction of IT service management, the necessity and urgency. The construction target of Beijing Telecom IT service management is introduced in this paper. Beijing Telecom IT service management system and process architecture design and tool method are introduced in this paper. Describes the location, scope and process design of IT service management system in the whole information architecture, as well as the relationship between the internal system and the external system. Describes the important concepts of Beijing Telecom IT service management: service object, service content, service directory, etc. This paper introduces the framework of IT service management, the process framework, the process model and the implementation method. The implementation principles and requirements of Beijing Telecom IT service management project are introduced in detail, and the system development and implementation are carried out in 3 stages. This paper mainly introduces the relationship between the 11 important processes of Beijing Telecom and the closed loop management. Taking the demand management as an example, the definition, optimization, design and implementation of the specific process are demonstrated. Finally, the full text of the summary and outlook.
查看全文：	预览  下载(下载需要进行登录)