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论文编号：	9101
作者编号：	2120153016
上传时间：	2017/6/6 20:08:20
中文题目：	基于ITIL的外资投行软件运维服务管理研究 ——以A投行为例
英文题目：	Service Management of Software Operation in Foreign Investment Banks Based on ITIL: Take an Investment Bank as an Example
指导老师：	程莉莉
中文关键字：	ITIL;外资银行;软件运维服务管理
英文关键字：	ITIL;foreign banks;software operation and service management
中文摘要：	本文通过国内外银行软件运维服务管理的发展现状，结合成熟的服务最佳实践ITIL的理论框架，对外资投行软件运维服务管理过程中常见的三种问题——处理问题拖延、合作衔接不当、软件问题治标不治本，一一做了分析。针对每个问题，本文一一对其进行了详细的描述，并说明了其产生的原因，并且给予了其各自对应的解决方案。本文所涉及的运维服务管理问题，皆出自本人所在的外资投行，该投行直接应用ITIL进行流程改进与管理。本文所罗列的问题，也都与ITIL内容息息相关，其中有所涉及服务级别协议、运营级别协议、优先级、问题管理、知识管理等等，都是出自ITIL中的管理流程。无论是从公司角度，还是问题角度，都与ITIL衔接最为紧密，因此，根据ITIL来对本文罗列的问题进行优化设计是符合实际且可行的。 本文通过统计实际工作中的数据，在充分分析的基础上，对处理问题拖延的问题进行了优化设计；本文结合自身工作经验以及大量的文献阅读，深入的学习ITIL理论，为文章铺垫了理论基础，对问题的合作衔接进行了优化设计；本文通过在实际工作的中的案例介绍，对软件问题治标不治本的现象进行了优化设计。根据不同问题的优化设计，调整了服务协议中的时间，使其更加合理；优化了优先级的概念，使其更加符合实际软件运维工作；罗列了多种知识传递的方法以及合作制度，使合作更加紧密；提出了问题风险知识库的概念，使问题的追根溯源更加容易。 在案例介绍中，通过实际问题的展示，证明了本文对外资投行的软件运维服务管理的优化设计的可行性。通过两个案例内容的介绍与效果展示，更加形象具体地解释了ITIL的五个生命周期，包括服务战略、服务设计、服务转换、服务运营以及持续服务改进，展示了ITIL在外资投行的软件运维服务管理中的意义以及作用。
英文摘要：	By studying the real cases of IT system operations and its management from domestic and international banks, and by combining the study findings with ITIL methodologies, this thesis dedicates to the analysis of three major identified problems, namely unwanted delay in issue handling , bad cooperation between teams, and poor software problem fixing, which are most frequently encountered in the daily operation and management of the IT system, and more specifically the software systems, of international investment banks. For each of the three identified problems, this thesis provides detailed description, explanation, analysis and the promoted solutions. The IT service management cases studied in the thesis are all authentic and come from real issues encountered in the investment bank where I, the author work in. Improvements of the IT service management have been made under the guidance of ITIL methodology, in solving the issues mentioned in the thesis. And the mentioned issues and problems related to, for example, SLA (service level agreement), OLA (operation level agreement), priority, problem management, knowledge management and so on, are also specially selected ones which fits very well in ITIL models. These issues and cases can serve well in demonstrating ITIL and its methodologies from various perspectives, including the perspective of the banking company and the perspective of problem solving itself. In this sense, study results and the solutions given in this thesis, under ITIL principles, are very practical and can be implemented in real business cases. By providing real data and statistics from workplace together with thorough study and analysis of these statistics, the thesis offers an improved solution to minimize delays in issue handling; By combining the authors’ authentic working experience with extensive document reading and theory studying, the thesis presents solutions for resolving typical cooperation problems, based on ITIL theories and methodologies; By analyzing real cases, the thesis provides suggestions on solving the problem of poor software bug fix, defining more potent procedures to eliminate spotted software problems. The thesis provides case specific solutions to rationalize and adjusts the time management of service agreements; The thesis provides optimization solutions for better priority defining in the belief that a meticulously defined priority can fit software operation and management in real work better; The thesis also lists various methods and solutions of knowledge sharing and transferring, and introduces better cooperation mechanisms; The concept of Risk Knowledge-Database is introduced in the thesis. The concept and its implementation examples shall serve as a useful tool to trace problem history and identify root cause of a problem. In introducing and illustrating authentic cases, the presented theory and solutions for software operation and management of foreign investment bank is properly explained and the feasibility of the solutions is defended. Through the study of the two cases, the thesis vividly explains the five IT service implementation life cycles of ITIL, including Service Strategy, Service Design, Service transition, Service Operation, Continuous Service Improvement. And through the illustration of these life cycles, the thesis effectively demonstrates how ITIL can play an important role in the software operation and service management for a foreign investment bank.
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