【摘要】：S公司的IT服務(wù)管理項(xiàng)目的主要目標(biāo),是通過應(yīng)用ITIL V3的最佳實(shí)踐,設(shè)計(jì)符合ITIL V3規(guī)范的IT服務(wù)業(yè)務(wù)流程。本文通過理論分析,結(jié)合S公司實(shí)際的項(xiàng)目案例,結(jié)合ITSM項(xiàng)目的特點(diǎn),具體論證了S公司ITSM項(xiàng)目質(zhì)量管理的實(shí)現(xiàn)方法。具體包括項(xiàng)目質(zhì)量管理的過程管理和產(chǎn)出物管理。在質(zhì)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(xiàng)目質(zhì)量管理過程中存在的問題,同時(shí),結(jié)合實(shí)際案例進(jìn)行相關(guān)分析,為S公司ITSM項(xiàng)目質(zhì)量管理過程中的質(zhì)量計(jì)劃、質(zhì)量保證、質(zhì)量控制過程提出了建議；在產(chǎn)出物管理的方面,介紹了應(yīng)用6σ方法對(duì)項(xiàng)目產(chǎn)出物(即ITSM業(yè)務(wù)流程)進(jìn)行進(jìn)一步質(zhì)量?jī)?yōu)化的方法。通過研究,得出IT服務(wù)管理項(xiàng)目的項(xiàng)目質(zhì)量管理方法,希望能為同類項(xiàng)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(xué)位授予單位】：華東理工大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2015
【分類號(hào)】：F273.2;F426.722

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本文編號(hào)：2120869