本文關鍵詞： IT服務管理 ITIL 成熟度模型 評估系統(tǒng) 雷達圖分析展示　出處：《東南大學》2016年碩士論文　論文類型：學位論文

【摘要】：隨著越來越多基于電子商務、云計算、大數(shù)據(jù)、移動互聯(lián)技術的創(chuàng)業(yè)型信息技術類中小企業(yè)的創(chuàng)立和發(fā)展,如何有效構建和發(fā)展企業(yè)自身信息技術系統(tǒng)成為企業(yè)決策者和信息技術負責人所面對的問題,首當其沖的是如何定位企業(yè)當前的信息技術發(fā)展狀態(tài),以便于可以指導下一步信息技術發(fā)展與建設的方向。本文嘗試將評估系統(tǒng)與業(yè)界最佳信息技術服務管理理論ITIL (Information Technology Infrastructure Library)結合,設計并實現(xiàn)一個基于IT1L的信息技術服務管理(ITSM, Information Technology Service Management)成熟度自我評估系統(tǒng)。本文的主要工作：(1)將信息技術基礎架構庫理論ITIL與能力成熟度模型CMM (Capability Maturity Model)結合,建立了適用于創(chuàng)業(yè)型信息技術類中小企業(yè)的IT服務管理成熟度能力模型：ITSMCM。(2)基于IT服務管理成熟度能力模型ITSMCM,設計了以ITSMSelfAl算法為核心的IT服務管理成熟度自我評估系統(tǒng)ITSMSelf。包括ITSMSelf評估系統(tǒng)的架構、系統(tǒng)工作流程、相關類圖、核心模塊和系統(tǒng)展示模塊的設計。(3)實現(xiàn)了運行于Android平臺的ITSMSelf評估系統(tǒng)。包括IT服務管理成熟度評估數(shù)據(jù)采集界面的實現(xiàn),數(shù)據(jù)處理模塊核心算法的實現(xiàn)和數(shù)據(jù)展示界面的實現(xiàn)。(4)對ITSMSelf評估系統(tǒng)進行測試。設計了測試用例,以深圳某創(chuàng)業(yè)型信息技術公司為測試對象,進行了ITSMSelf評估系統(tǒng)的功能測試。本文的主要成果：(1)將傳統(tǒng)的、要人工進行的IT服務管理成熟度評估活動進行改進,實現(xiàn)了運行于Android平臺的IT服務管理成熟度評估系統(tǒng),有助于創(chuàng)業(yè)型信息技術類中小企業(yè)快速評估和使用。(2)將IT服務管理成熟度評估結果以雷達圖形式展現(xiàn),有助于快速定位自身IT服務管理中八個方面的成熟度級別。本文最終實現(xiàn)了以ITSMCM模型為核心的ITSMSelf評估系統(tǒng),滿足創(chuàng)業(yè)型信息技術類中小企業(yè)在創(chuàng)立和發(fā)展過程中對IT服務管理建設進行指導的需求。通過IT服務管理成熟度自我評估,幫助企業(yè)快速定位IT服務管理水平,有助于企業(yè)制定下一步重點發(fā)展與建設計劃。本文工作對IT服務管理成熟評估的研究和企業(yè)IT服務管理水平的定位有參考作用。
[Abstract]:With more and more entrepreneurial information technology based on e-commerce, cloud computing, big data, mobile interconnection technology, the establishment and development of small and medium-sized enterprises. How to effectively build and develop the enterprise's own information technology system has become a problem faced by enterprise decision makers and information technology leaders. The first problem is how to locate the current information technology development state of the enterprise. In order to guide the next information technology development and construction direction. This paper attempts to evaluate the system and the best information technology service management theory ITIL (. Information Technology Infrastructure Library. Design and implement an information technology service management based on IT1L. Information Technology Service management) maturity self-assessment system. The information technology infrastructure library theory (ITIL) is combined with the capability maturity model (CMM / capability Maturity Model). The IT service management maturity capability model: ITSMCM. 2) based on the IT service management maturity capability model (ITSMCM) is established for the entrepreneurial information technology small and medium-sized enterprises. The self-evaluation system of IT service management maturity based on ITSMSelfAl algorithm is designed, which includes the architecture of ITSMSelf evaluation system and the workflow of the system. Correlation class diagram. The design of core module and system display module. 3) the implementation of ITSMSelf evaluation system running on Android platform, including the implementation of IT service management maturity assessment data acquisition interface. The implementation of the core algorithm of the data processing module and the implementation of the data display interface. 4) testing the ITSMSelf evaluation system and designing the test cases. Taking an entrepreneurial information technology company in Shenzhen as the test object, the function test of ITSMSelf evaluation system is carried out. The main achievement of this paper is: 1) will be traditional. It service management maturity evaluation system running on Android platform is realized by improving IT service management maturity assessment activities. It is helpful for the rapid evaluation of IT SMEs and the use of .k-2) to show the results of IT service management maturity assessment in the form of radar map. It is helpful to quickly locate the maturity level of eight aspects of IT service management. This paper finally implements the ITSMSelf evaluation system with ITSMCM model as the core. To meet the entrepreneurial information technology SMEs in the establishment and development of the process of IT service management to guide the construction. Through IT services management maturity self-assessment. Help enterprises locate IT service management level quickly. It is helpful for enterprises to formulate the next key development and construction plan. This paper has a reference role for the research of IT service management maturity evaluation and the positioning of IT service management level.
【學位授予單位】：東南大學
【學位級別】：碩士
【學位授予年份】：2016
【分類號】：TP311.52

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本文編號：1460255