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论文编号：	889
作者编号：	2120062141
上传时间：	2008/12/13 14:35:24
中文题目：	S公司持续改进的IT服务管理研究
英文题目：	Study on IT Service Management
指导老师：	侯文华
中文关键字：	IT服务管理;持续改进;流程设计;I
英文关键字：	IT service management;Continua
中文摘要：	信息技术(Information Technology)的发展对现代企业产生了深远的影响，促进了企业运作模式的转变，即从传统的业务运作模式演变为以IT应用为基础的现代业务运作模式。随着企业信息化程度的日渐深化，IT管理模式也由原来的以技术为中心逐步转变为以服务为中心，以便更好的帮助企业实现业务目标，改进客户体验。 作为世界一流的半导体制造、服务和研发公司，S公司运行着一系列的IT系统来为公司的业务运作提供强有力的支持，如：ERP（企业资源规划）系统、MES（制造执行）系统、CIM（计算机集成制造）系统、CRM（客户关系）系统等等。因此建立一套卓有成效的IT服务管理体系对企业的生存和发展是至关重要的。 企业实施IT服务管理的成功与否，关键就在于企业从上到下扎扎实实地关注创新和改进工作。企业IT服务管理的成熟度在很大程度上是通过持续改进来提升的。 本文首先对国际上最新的IT服务管理的概念、最佳实践和内容框架进行了阐述。然后以国际公认的IT服务管理的最佳实践ITIL(IT Infrastructure Library)为框架基础，对S公司的IT服务管理体系进行了深入的研究，从IT服务战略的制定、服务级别的设计、服务执行、服务质量的控制和持续的服务改进五个方面进行实证研究。最后，通过三个具体的改进案例来展现持续改进活动在S公司的实施过程，并指出其对提高企业IT服务管理的成熟度的重要作用。 本文旨在通过对S公司持续改进的IT服务管理体系的研究，总结出持续改进的IT服务管理的关键绩效指标和关键成功因素，同时也对其成功实施的因素和绩效评估体系做了探讨。希望能够对我国信息化建设中普遍存在着的IT服务管理理念和管理方法的缺乏、IT管理水平相对落后、管理不规范的现象，在理论研究和实践操作上起到借鉴和推动的作用。
英文摘要：	The development of IT(Information Technology) has produced far-reaching influence to modern enterprise and boosted enterprise operating pattern turn around, that is, from the traditional business model to modern business model which take the information technology application as the foundation. Along with deepening of the enterprise informationization's degree day after day, the IT management pattern also transforms gradually from original focusing on technology to current focusing on service, so that to better help enterprise achieves the service goal, improves the customer experience. As a world-class semiconductor R&D, manufacturing and service provider, S corporation implements a series of IT information system to provide the great support for company's service operation, such as: ERP(Enterprise Resource Planning) system, MES(Manufacturing Execution System) system, CIM(Computer Integrated Manufacturing) system, CRM(Customer Relationship Management) system and so on. Therefore to establish a set of fruitful IT service management system is very important for the survival and the development of enterprise. The key for enterprise achieving the goal of IT Service Management lies in that enterprise shows solicitude for the innovation and improvement from top to bottom in a down-to-earth manner. The maturity of IT service management in enterprise is usually enhanced by continual improvement. This article first introduced the S corporation's background and the concept, the best practice and the content frame of the newest IT service management. And then using the internationally recognized IT service management best practices ITIL (IT Infrastructure Library) as a framework to conduct the empirical study on IT service management based on continual improvement of S corporation in the five aspects that is: the strategic development of IT service, the service-level design, the service implementation, the service quality control and the continual service improvement. Finally, this article uses three real improvement cases to show the practicing of continual improvement activities in S corporation. This article through the study on IT service management based on continual improvement of S corporation to summarize the key performance indicators and the critical success factors of sustainable improvement of IT service management. Hoping it can provide reference for IT service management theory study and implement practicing to help us overcome the backwards during the implementation of IT service management in our country, which are found as: lacking concept and methodology of IT service management, falling behind relatively of IT service management level and lacking standardize IT service management activity.
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