【摘要】：我國金融保險業(yè)的信息化發(fā)展一直走在國內(nèi)各行各業(yè)的前列,近年來業(yè)務(wù)的快速發(fā)展和巨大的資金投入又帶來了各類信息技術(shù)爆炸式的應(yīng)用。然而越來越多的應(yīng)用卻造成了效率的遞減,金融企業(yè)的IT發(fā)展進(jìn)入了瓶頸期。IT服務(wù)管理概念的引入為金融企業(yè)解了燃眉之急,大幅提升了企業(yè)的IT服務(wù)質(zhì)量,更為企業(yè)的IT服務(wù)發(fā)展打開了一扇嶄新的大門,使企業(yè)在日趨激烈的市場競爭中占得先機(jī)。 然而建立了IT服務(wù)管理體系、部署了IT服務(wù)管理系統(tǒng),不代表就擁有了高質(zhì)量的IT服務(wù)管理,工作實際才是關(guān)鍵。本文正是基于此種認(rèn)識,選取GS保險公司為研究對象,探討其IT服務(wù)管理系統(tǒng)的應(yīng)用實踐,嘗試給出優(yōu)化措施,以期繼續(xù)提高GS保險公司的IT服務(wù)管理質(zhì)量。 本文以IT服務(wù)管理(ITSM)的基本概念和IT基礎(chǔ)架構(gòu)庫(ITIL)的流程體系為基礎(chǔ),對GS保險公司IT服務(wù)管理的現(xiàn)狀進(jìn)行細(xì)致的梳理和分析,識別出亟需優(yōu)化的IT服務(wù)管理流程,即：服務(wù)級別管理、能力管理、事件管理、問題管理、發(fā)布管理這五大流程和服務(wù)臺管理這一項職能,并總結(jié)出這些流程中存在的問題。在GS保險公司現(xiàn)有IT服務(wù)管理系統(tǒng)的基礎(chǔ)上,結(jié)合工作實際,詳細(xì)分析了問題產(chǎn)生的原因。并以ITIL中的指導(dǎo)性建議為方向,對各個流程給出相應(yīng)的優(yōu)化對策。 本文的研究結(jié)論對提升GS保險公司當(dāng)前的IT服務(wù)管理質(zhì)量有較大的現(xiàn)實意義,也對同業(yè)公司發(fā)展部署自己的IT服務(wù)管理系統(tǒng)有一定的借鑒意義。
[Abstract]:The information development of finance and insurance industry in our country has been in the forefront of all kinds of industries in our country. In recent years, the rapid development of business and the huge capital investment have brought all kinds of explosive application of information technology. However, more and more applications have resulted in the decline of efficiency, and the development of IT in financial enterprises has entered a bottleneck period. The introduction of the concept of IT service management has solved the urgent needs of financial enterprises and greatly improved the quality of IT services. The development of IT services opens a new door for enterprises to take the lead in the increasingly fierce market competition. However, the establishment of a IT service management system and the deployment of a IT service management system do not mean that a high quality IT service management is available, and the actual work is the key. Based on this understanding, this paper selects GS insurance company as the research object, discusses the application practice of its IT service management system, and tries to give the optimization measures in order to continue to improve the IT service management quality of GS insurance company. Based on the basic concept of IT service management (ITSM) and the process system of IT infrastructure library (ITIL), this paper makes a detailed analysis of the current situation of IT service management in GS insurance company, and identifies the IT service management process that needs to be optimized. That is, service level management, capability management, event management, problem management, release management, and service desk management are five functions, and the problems in these processes are summarized. Based on the existing IT service management system of GS Insurance Company, the causes of the problem are analyzed in detail. Taking the guidance suggestion in ITIL as the direction, the corresponding optimization countermeasures for each flow are given. The conclusion of this paper has great practical significance to improve the current IT service management quality of GS insurance company, and also has certain reference significance to the development and deployment of its own IT service management system.
【學(xué)位授予單位】：大連理工大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2014
【分類號】：TP315;F842.3

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