本文關(guān)鍵詞： ITIL 服務(wù)臺(tái) IT服務(wù)管理 運(yùn)維管理　出處：《華北電力大學(xué)》2014年碩士論文　論文類型：學(xué)位論文

【摘要】：隨著企業(yè)信息技術(shù)的日益發(fā)展和不斷進(jìn)步,企業(yè)的業(yè)務(wù)流程對(duì)信息技術(shù)的依賴逐步增強(qiáng)。電力行業(yè)作為我國傳統(tǒng)工業(yè)企業(yè),信息化管理水平整體而言仍處于比較初級(jí)的階段。近些年來,電力企業(yè)開始逐步重視信息化建設(shè),ERP、OA等應(yīng)用軟件開始在企業(yè)內(nèi)容推廣應(yīng)用。與此同時(shí),信息運(yùn)維管理逐步出現(xiàn)了工作量增加、傳統(tǒng)運(yùn)維管理方法失效等諸多難題。 目前,來自于英國的、已成為實(shí)際上IT服務(wù)管理的國際標(biāo)準(zhǔn)的ITIL(Information Technology-Infrastructure Library)越來越受到眾多企業(yè)管理者的青睞。它綜合了技術(shù)、流程和人員三大要素,幫助企業(yè)在降低信息化管理成本的同時(shí)提高了企業(yè)的經(jīng)濟(jì)效益。因此,越來越多的企業(yè)把如何高效地實(shí)施ITIL作為企業(yè)IT建設(shè)的重點(diǎn),以達(dá)到IT服務(wù)管理的最佳實(shí)踐。 論文在闡述ITIL基本概念、發(fā)展過程、核心框架以及最佳實(shí)踐模型的基礎(chǔ)上,提出了ITIL的實(shí)踐過程中需要注意的問題以及ITIL在電力企業(yè)實(shí)施的必要性。同時(shí),分析了電力企業(yè)信息化水平的發(fā)展?fàn)顩r及制約因素,引出目前在電力企業(yè)典型的IT運(yùn)維管理方法——信息系統(tǒng)調(diào)運(yùn)檢管理模式,并對(duì)以上二者的管理方式方法從技術(shù)、流程、人員等方面進(jìn)行了比較,總結(jié)各自存在的利弊。最后,分析建立ITIL實(shí)施過程的基本步驟及影響ITIL實(shí)施效果的關(guān)鍵因素,并按照ITIL實(shí)施步驟結(jié)合某電力公司管理實(shí)際為該公司的IT運(yùn)維管理提出改進(jìn)方案。為中國企業(yè)更好的實(shí)施IT服務(wù)管理找到一條值得借鑒的道路,與此同時(shí)也能夠?yàn)镮TIL在IT服務(wù)管理領(lǐng)域發(fā)展提供一些有價(jià)值的參考。
[Abstract]:With the development and progress of the enterprise information technology, the business process of the enterprise depends on the information technology gradually. In recent years, electric power enterprises have begun to pay more attention to informatization construction, such as ERP OA and other application software. At the same time, Information operation and maintenance management has gradually appeared a lot of difficult problems, such as the increase of workload and the failure of traditional operation and maintenance management methods. At present, ITIL(Information Technology-Infrastructure Library, which has become the international standard for IT service management in the UK, is becoming more and more popular with a large number of enterprise managers. It combines three elements: technology, process and people. Therefore, more and more enterprises regard how to implement ITIL efficiently as the key point of IT construction in order to achieve the best practice of IT service management. On the basis of expounding the basic concept, development process, core frame and best practice model of ITIL, the paper points out the problems that should be paid attention to in the practice of ITIL and the necessity of implementing ITIL in electric power enterprises. This paper analyzes on the development and restriction factors of the information level of electric power enterprises, and draws out the typical IT operation and maintenance management method-information system operation and inspection management mode in the electric power enterprises at present, and analyzes the above two management methods from the technology, the flow chart, and so on. Finally, the basic steps of establishing ITIL implementation process and the key factors affecting the effect of ITIL implementation are analyzed. And according to the implementation steps of ITIL, combining with the actual management of a power company, the paper puts forward an improvement scheme for IT operation and maintenance management of the company, and finds a useful way for Chinese enterprises to better implement IT service management. At the same time, it can also provide some valuable reference for the development of ITIL in the field of IT service management.
【學(xué)位授予單位】：華北電力大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2014
【分類號(hào)】：F270.7;F426.61

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