【摘要】：S公司的IT服務管理項目的主要目標,是通過應用ITIL V3的最佳實踐,設計符合ITIL V3規(guī)范的IT服務業(yè)務流程。本文通過理論分析,結合S公司實際的項目案例,結合ITSM項目的特點,具體論證了S公司ITSM項目質量管理的實現方法。具體包括項目質量管理的過程管理和產出物管理。在質量管理過程管理中,通過因果分析法具體分析了S公司目前在ITSM項目質量管理過程中存在的問題,同時,結合實際案例進行相關分析,為S公司ITSM項目質量管理過程中的質量計劃、質量保證、質量控制過程提出了建議；在產出物管理的方面,介紹了應用6σ方法對項目產出物(即ITSM業(yè)務流程)進行進一步質量優(yōu)化的方法。通過研究,得出IT服務管理項目的項目質量管理方法,希望能為同類項目管理提供一些借鑒。
[Abstract]:The main goal of S's IT Services Management Project is to design ITIL V3 compliant IT service business processes through the application of ITIL V3 best practices. Through theoretical analysis, combined with the actual project case of S Company, combined with the characteristics of ITSM project, this paper demonstrates the realization method of quality management of ITSM project in S Company. It includes process management and output management of project quality management. In the process management of quality management, the paper analyzes the problems existing in the process of ITSM project quality management in S company by causality analysis method, and carries on the related analysis in combination with the actual case. Put forward suggestions for quality planning, quality assurance and quality control process in ITSM project quality management process of S Company. This paper introduces the method of further quality optimization of project outputs (i.e. ITSM business process) by using 6 蟽 method. Through the research, the project quality management method of IT service management project is obtained, hoping to provide some reference for the similar project management.
【學位授予單位】：華東理工大學
【學位級別】：碩士
【學位授予年份】：2015
【分類號】：F273.2;F426.722

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