ZX銀行IT服務(wù)管理評估與優(yōu)化研究
發(fā)布時間：2018-11-17 16:48
【摘要】：隨著企業(yè)信息化建設(shè)水平的不斷提高,在銀行業(yè)中,大多數(shù)商業(yè)銀行都完成了渠道電子化建設(shè)和數(shù)據(jù)大集中,業(yè)務(wù)部門對IT服務(wù)的質(zhì)量提出了更高的要求�，F(xiàn)階段我們國家多家商業(yè)銀行信息部門服務(wù)管理使用的還是傳統(tǒng)的系統(tǒng)管理模式,無論是管理水平還是手段都比較落后,難以適應(yīng)社會的發(fā)展。銀行尤其是商業(yè)銀行是國家經(jīng)濟體中重要的組成部分,銀行的發(fā)展也推動了社會經(jīng)濟的發(fā)展,但是如何建立安全、有效的運行管理平臺,是商業(yè)銀行目前迫切需要解決的問題。對于國內(nèi)商業(yè)銀行而言,建立完善的IT服務(wù)管理流程體系與服務(wù)管理平臺是信息部門工作的重點。本文以ZX銀行IT服務(wù)狀況為研究起點,對ZX銀行業(yè)務(wù)部門發(fā)放“IT服務(wù)滿意度調(diào)查問卷”,從問卷結(jié)果可得知,銀行業(yè)務(wù)部門對IT服務(wù)滿意度不高,而對IT人員素質(zhì)、工作積極性等內(nèi)容評價較高,可見制度和流程是影響IT服務(wù)滿意度的主要原因。因此借鑒國際標(biāo)準(zhǔn)ISO20000(ISO/IEC 20000 IT服務(wù)管理體系)和最佳實踐ITIL,對ZX銀行整體IT服務(wù)管理水平進行分析與評估,根據(jù)現(xiàn)存問題找到與國際標(biāo)準(zhǔn)和最佳實踐的具體差距,從組織管理、服務(wù)流程、管理制度幾個方面對IT服務(wù)管理體系提出優(yōu)化方案。在此基礎(chǔ)上,本文從信息系統(tǒng)建設(shè)角度出發(fā),針對ZX銀行IT管理系統(tǒng)對流程管理模塊、問題管理模塊、變更管理模塊提出了優(yōu)化方案,以便提高ZX銀行IT服務(wù)滿意度。綜上所述,本文以國際標(biāo)準(zhǔn)和最佳實踐為基礎(chǔ),提出“ZX銀行IT服務(wù)滿意度”改進優(yōu)化方案,從而達到國際標(biāo)準(zhǔn)和最佳實踐在ZX銀行逐步落地的效果。優(yōu)化設(shè)計方案對于提高商業(yè)銀行IT服務(wù)管理水平、使業(yè)務(wù)管理變得規(guī)范為以及提高管理質(zhì)量方面具有至關(guān)重要的意義。
[Abstract]:With the continuous improvement of the level of enterprise information construction, most commercial banks have completed the electronic channel construction and data concentration in the banking industry, and the business departments have put forward higher requirements for the quality of IT services. At present our country many commercial banks information department service management uses or the traditional system management mode, whether the management level or the means are relatively backward, is difficult to adapt to the social development. The bank, especially the commercial bank, is an important part of the national economy, and the development of the bank also promotes the development of social economy. However, how to establish the safe and effective operation management platform is the urgent problem that the commercial bank needs to solve at present. For domestic commercial banks, the establishment of a perfect IT service management process system and service management platform is the focus of the work of the information department. Based on the IT service status of ZX Bank, this paper issues a "IT service satisfaction questionnaire" to the ZX bank business department. From the result of the questionnaire, we can know that the satisfaction degree of the bank business department to IT service is not high, but to the quality of IT personnel. Work enthusiasm and other content evaluation is high, it can be seen that the system and process are the main reasons that affect the IT service satisfaction. Therefore, based on the international standard ISO20000 (ISO/IEC 20000 IT Service Management system) and the best practice ITIL, this paper analyzes and evaluates the whole IT service management level of ZX Bank, and finds out the specific gap with the international standard and best practice according to the existing problems. The optimization scheme of IT service management system is put forward from the aspects of organization management, service flow and management system. On this basis, from the point of view of information system construction, this paper puts forward the optimization scheme for the process management module, the problem management module and the change management module for the IT management system of ZX Bank in order to improve the IT service satisfaction of ZX Bank. In summary, based on international standards and best practices, this paper puts forward an improved and optimized scheme of "IT Service satisfaction of ZX Bank", so as to achieve the effect of international standards and best practices falling to the ground step by step in ZX Bank. The optimal design scheme is of great significance in improving the IT service management level of commercial banks, making business management standard and improving the quality of management.
【學(xué)位授予單位】：北京交通大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2017
【分類號】：F832.33
[Abstract]:With the continuous improvement of the level of enterprise information construction, most commercial banks have completed the electronic channel construction and data concentration in the banking industry, and the business departments have put forward higher requirements for the quality of IT services. At present our country many commercial banks information department service management uses or the traditional system management mode, whether the management level or the means are relatively backward, is difficult to adapt to the social development. The bank, especially the commercial bank, is an important part of the national economy, and the development of the bank also promotes the development of social economy. However, how to establish the safe and effective operation management platform is the urgent problem that the commercial bank needs to solve at present. For domestic commercial banks, the establishment of a perfect IT service management process system and service management platform is the focus of the work of the information department. Based on the IT service status of ZX Bank, this paper issues a "IT service satisfaction questionnaire" to the ZX bank business department. From the result of the questionnaire, we can know that the satisfaction degree of the bank business department to IT service is not high, but to the quality of IT personnel. Work enthusiasm and other content evaluation is high, it can be seen that the system and process are the main reasons that affect the IT service satisfaction. Therefore, based on the international standard ISO20000 (ISO/IEC 20000 IT Service Management system) and the best practice ITIL, this paper analyzes and evaluates the whole IT service management level of ZX Bank, and finds out the specific gap with the international standard and best practice according to the existing problems. The optimization scheme of IT service management system is put forward from the aspects of organization management, service flow and management system. On this basis, from the point of view of information system construction, this paper puts forward the optimization scheme for the process management module, the problem management module and the change management module for the IT management system of ZX Bank in order to improve the IT service satisfaction of ZX Bank. In summary, based on international standards and best practices, this paper puts forward an improved and optimized scheme of "IT Service satisfaction of ZX Bank", so as to achieve the effect of international standards and best practices falling to the ground step by step in ZX Bank. The optimal design scheme is of great significance in improving the IT service management level of commercial banks, making business management standard and improving the quality of management.
【學(xué)位授予單位】：北京交通大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2017
【分類號】：F832.33
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