發(fā)布時間：2018-07-21 20:26

【摘要】：ITIL（Information Technology Infrastructure Library，ITIL，信息技術(shù)基礎(chǔ)架構(gòu)庫）是IT治理（IT Governance）和IT服務(wù)管理（ITSM）領(lǐng)域當(dāng)前受到全球廣泛認(rèn)可的標(biāo)準(zhǔn)模型和實踐框架之一。本文以X機關(guān)網(wǎng)站的系統(tǒng)運維項目作為研究對象，通過建立基于ITIL的管理流程來對現(xiàn)有運維工作進行有效梳理，進而提升網(wǎng)站系統(tǒng)運維的服務(wù)質(zhì)量。 本文首先對ITIL的相關(guān)理念進行了概述，給出了ITIL最新版本ITILV3的基本流程框架。接著分析了X機關(guān)網(wǎng)站的系統(tǒng)運維項目當(dāng)前的組織形式、管理方式及存在的問題現(xiàn)狀，在此基礎(chǔ)上，提出了項目出現(xiàn)問題的五大原因和擬用ITIL V3“服務(wù)戰(zhàn)略、服務(wù)設(shè)計、服務(wù)轉(zhuǎn)換、服務(wù)運營、持續(xù)服務(wù)改進”五大核心流程方法解決該問題的主要思路。之后本文依照ITIL的理念對項目進行了總體梳理，重新定義了項目人員角色、項目組競爭壓力、核心競爭力等關(guān)鍵元素，提出項目利益關(guān)系人的共同價值基礎(chǔ)，，并給出由ITILV3基本流程框架改造而來的本項目流程框架模型，針對項目存在的具體問題一一設(shè)計該框架下的各核心流程、子流程、職能模塊和主要文檔模版，逐步將ITILV3的最佳實踐方法在本運維項目中落地。 通過本文研究設(shè)計的項目管理流程受到了項目運維人員和相關(guān)領(lǐng)導(dǎo)的認(rèn)可與支持，填補了原項目缺乏科學(xué)管理思想和方法的空白，運用ITIL有針對性地解決了項目存在的具體問題和問題成因，這將有效規(guī)范X機關(guān)網(wǎng)站系統(tǒng)的運維工作，提升運維服務(wù)質(zhì)量，進而提升X機關(guān)網(wǎng)站為國家和社會服務(wù)的能力。本文的應(yīng)用性研究成果也對X機關(guān)其他電子政務(wù)項目的運維管理有借鑒意義和推廣作用。
[Abstract]:ITIL (Information Technology Infrastructure Library) is one of the standard models and practice frameworks in the field of IT Governance (IT Governance) and IT Services Management (ITSM). This paper takes the system operation and maintenance project of X organ website as the research object, through the establishment of ITIL-based management process to effectively comb the existing operations and maintenance work, and then improve the service quality of the website system operation and maintenance. This paper first summarizes the related concepts of ITIL, and gives the basic flow framework of the latest version of ITIL V3. Then it analyzes the current organization, management mode and existing problems of the system operation and maintenance project of the X organ website. On this basis, it puts forward five major reasons for the problems in the project and the service strategy and service design of ITIL V3. Service transformation, service operation and continuous service improvement are the five core process methods to solve this problem. Then, according to the concept of ITIL, this paper makes a general combing of the project, redefines the key elements, such as the role of the project personnel, the competitive pressure of the project team, the core competitiveness, and puts forward the common value basis of the stakeholders of the project. The model of the project flow framework which is transformed from the ITILV3 basic process framework is given. The core processes, sub-processes, functional modules and main document templates of the framework are designed for the specific problems existing in the project. Step by step the best practices of ITIL V3 will be brought to the ground in this operation and maintenance project. The project management process studied and designed in this paper has been recognized and supported by the project operators and related leaders, which fills the blank of the original project's lack of scientific management ideas and methods. The application of ITIL solves the specific problems and causes of the problems, which will effectively standardize the operation and maintenance work of the X organ website system, enhance the quality of operation and maintenance service, and then enhance the ability of the X organ website to serve the country and society. The application research results of this paper can also be used for reference and popularizing the operation and maintenance management of other e-government projects in X organ.
【學(xué)位授予單位】：北京工業(yè)大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2014
【分類號】：TP393.092

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本文編號：2136757