【摘要】：運(yùn)維服務(wù)體系研究是大型集團(tuán)企業(yè)正在探索的重要課題,前瞻性的找到符合戰(zhàn)略規(guī)劃的運(yùn)維服務(wù)支撐體系是當(dāng)前集團(tuán)企業(yè)面臨的重要問題。 本文參考了IT治理框架、ISO200、ITSS等標(biāo)準(zhǔn)理論,借鑒國內(nèi)外企業(yè)IT運(yùn)維服務(wù)體系的最佳實(shí)踐,密切結(jié)合中國石化IT運(yùn)維服務(wù)發(fā)展的實(shí)際情況和需要,評估IT運(yùn)維服務(wù)現(xiàn)狀,總結(jié)期望、差距及面臨問題。設(shè)計和優(yōu)化了中國石化IT運(yùn)維服務(wù)體系,規(guī)劃運(yùn)維管理模式和組織架構(gòu),設(shè)計制度標(biāo)準(zhǔn)框架,優(yōu)化運(yùn)維服務(wù)流程。對IT服務(wù)共享化的國際發(fā)展趨勢進(jìn)行了研究,在運(yùn)維服務(wù)體系優(yōu)化中同步提出了建立IT服務(wù)共享中心的初步設(shè)計,分析了共享服務(wù)面臨的挑戰(zhàn)。本文根據(jù)ITSA方法論,設(shè)計了中國石化IT運(yùn)維平臺總體方案,設(shè)計了呼叫中心系統(tǒng)、IT服務(wù)管理系統(tǒng)、運(yùn)行監(jiān)控系統(tǒng)、配置管理系統(tǒng)、綜合展示系統(tǒng)等IT運(yùn)維平臺子系統(tǒng)。通過設(shè)計和優(yōu)化運(yùn)維服務(wù)體系,建設(shè)運(yùn)維管理平臺,力圖對資源和職能進(jìn)行重組,有效提升運(yùn)維管理水平,提升IT服務(wù)能力,實(shí)現(xiàn)高效的服務(wù)水平,從而達(dá)到信息化生產(chǎn)力的轉(zhuǎn)化。 本文展望了中國石化IT運(yùn)維服務(wù)體系的建設(shè)是一個循序漸進(jìn)的過程,在確定運(yùn)維服務(wù)體系發(fā)展方向的前提下,統(tǒng)籌考慮組織模式、制度標(biāo)準(zhǔn)、服務(wù)流程、系統(tǒng)平臺等,選取合適的信息系統(tǒng)及企業(yè)進(jìn)行試點(diǎn)建設(shè),積累運(yùn)營經(jīng)驗(yàn),逐步推廣完善。
[Abstract]:The study of operation and maintenance service system is an important topic being explored by large group enterprises. It is an important problem for group enterprises to find a forward-looking operation and maintenance service support system in accordance with the strategic plan. This paper refers to the IT governance framework, ISO200,ITSS and other standard theories, draws lessons from the best practices of the IT operation and maintenance service system of domestic and foreign enterprises, closely combines the actual situation and needs of the development of IT operation and maintenance service of Sinopec, and evaluates the current situation of the IT operation and maintenance service. Summarize expectations, gaps and problems. The IT operation and maintenance service system of Sinopec is designed and optimized, the management mode and organization structure of operation and maintenance are planned, the system standard framework is designed, and the operation and maintenance service flow is optimized. In this paper, the international development trend of IT service sharing is studied. In the optimization of operation and maintenance service system, the preliminary design of establishing IT service sharing center is put forward, and the challenge of sharing service is analyzed. According to the methodology of ITSA, this paper designs the overall scheme of IT operation and maintenance platform in Sinopec, and designs the IT operation and maintenance platform subsystems such as call center system, IT service management system, operation monitoring system, configuration management system, integrated display system and so on. Through the design and optimization of the operation and maintenance service system and the construction of the operation and maintenance management platform, the author tries hard to reorganize the resources and functions, improve the management level of operation and maintenance effectively, enhance the IT service capability, and realize the high-efficiency service level. In order to achieve the transformation of information productivity. This paper looks forward to the construction of IT operation and maintenance service system in Sinopec is a gradual and orderly process. On the premise of determining the development direction of operation and maintenance service system, the organization model, system standard, service process, system platform and so on are considered as a whole. Select the appropriate information system and enterprises to carry on the pilot construction, accumulate the operation experience, gradually popularize and perfect.
【學(xué)位授予單位】：華北電力大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2014
【分類號】：F270.7;F426.722

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