本文選題：ITIL + ITSS�。� 參考：《昆明理工大學(xué)》2017年碩士論文

【摘要】：本文的研究的背景是隨著企業(yè)信息化程度的不斷提高,及互聯(lián)網(wǎng)+的大環(huán)境背景下,國內(nèi)期貨行業(yè)企業(yè)對(duì)IT服務(wù)的依賴度愈來愈高,要求也日益增高。各種交易系統(tǒng)的日新月異,隨之而來的就是對(duì)IT服務(wù)管理的管理能力的提升,從而使之能夠幫助企業(yè)適應(yīng)新的環(huán)境,并能在新的信息化環(huán)境下有著一席之地。期貨企業(yè)的IT技術(shù)部門不能僅僅是最初的信息化設(shè)備管理,確保企業(yè)業(yè)務(wù)運(yùn)營不中斷的技術(shù)支持部門,而是要成長(zhǎng)為以企業(yè)發(fā)展與業(yè)務(wù)為指針的,能夠?yàn)槠髽I(yè)產(chǎn)生實(shí)實(shí)在在價(jià)值的服務(wù)部門。對(duì)于IT服務(wù)管理體系建設(shè)中,ITIL的理論實(shí)踐已經(jīng)在各行各業(yè)得到了應(yīng)用,ITIL所提供的各種最佳實(shí)踐指南,也為眾多的公司和企業(yè)的IT服務(wù)體系建設(shè)提供了模型參考。H公司目前也處于IT服務(wù)管理體系建設(shè)的過程中,ITIL和ITSS建設(shè)指南有助于H公司快速的建立自己的IT服務(wù)體系。本文研究的目的,是以期貨行業(yè)的H公司IT運(yùn)維服務(wù)部門為研究對(duì)象,并尋求嘗試通過研究和分析H公司在信息化改造過程中,依據(jù)ITIL的規(guī)范,及ITSS服務(wù)體系建設(shè)指南,提升整個(gè)部門及整個(gè)公司的IT服務(wù)質(zhì)量。通過對(duì)ITIL與ITSS深入學(xué)習(xí)研究,參考ITIL所給出的標(biāo)準(zhǔn)模型,并對(duì)H公司的需求進(jìn)行挖掘分析,制定了H公司系統(tǒng)運(yùn)行部門的服務(wù)戰(zhàn)略,并根據(jù)服務(wù)戰(zhàn)略進(jìn)行服務(wù)轉(zhuǎn)換與運(yùn)營。服務(wù)轉(zhuǎn)換過程中并對(duì)現(xiàn)有的組織架構(gòu)做了相應(yīng)的調(diào)整,以適應(yīng)H公司IT服務(wù)管理的需要。并通過IT服務(wù)相應(yīng)流程的制定,保障所提供服務(wù)的一致性與連續(xù)性,最終達(dá)到建立標(biāo)準(zhǔn)的IT服務(wù)管理體系的目標(biāo)。本文也對(duì)流程及規(guī)范的載體工具做了相應(yīng)的描述,并通過載體工具對(duì)實(shí)施后效果進(jìn)行檢驗(yàn)。針對(duì)如何解決目前運(yùn)維成本較高的問題時(shí),本文嘗試結(jié)合目前較為前端的云平臺(tái)解決方案和SOC平臺(tái)方案,并結(jié)合流程梳理,有目的地設(shè)計(jì)建立了以ITIL服務(wù)架構(gòu)為指導(dǎo)的各環(huán)節(jié)的流程、實(shí)施方法、評(píng)定標(biāo)準(zhǔn)和具體實(shí)施工具。通過自動(dòng)化運(yùn)維工具,降低運(yùn)維的人力成本,并在一定程度上降低了由于人為因素造成的成本支出。最終達(dá)到,通過內(nèi)部有效地流程控制,穩(wěn)定的IT服務(wù)質(zhì)量,從而優(yōu)化且降低了運(yùn)營總成本,同時(shí)又提升了內(nèi)外部客戶的滿意度。
[Abstract]:The background of this paper is that with the continuous improvement of the degree of enterprise informatization and the background of the Internet environment, the domestic futures industry enterprises rely more and more on IT services, and the requirements are also increasing day by day. With the rapid development of various trading systems, the management ability of IT service management is improved, which can help enterprises adapt to the new environment and have a place in the new information environment. The IT technical department of the futures enterprise should not only be the technical support department of the initial information equipment management to ensure that the business operation of the enterprise is not interrupted, but will grow to be guided by the development and business of the enterprise. The service department that can produce real value for the enterprise. For the theory and practice of ITIL in IT service management system construction, various best practice guidelines provided by ITIL have been obtained in various industries. It also provides a model reference for the construction of IT service system of many companies and enterprises. H company is also in the process of IT service management system construction. ITIL and ITSS construction guide can help H company to establish its own IT service system quickly. The purpose of this paper is to take IT operation and maintenance service department of H Company in futures industry as the research object, and to try to study and analyze H Company in the process of information transformation, according to the specification of ITIL, and ITSS service system construction guide. Improve the IT service quality of the whole department and the whole company. Through the deep study of ITIL and ITSS, referring to the standard model given by ITIL, and mining and analyzing the requirements of H Company, the service strategy of system operation department of H Company is formulated, and the service transformation and operation are carried out according to the service strategy. In the process of service transformation, the existing organization structure is adjusted to meet the needs of IT service management in H Company. And through the development of IT service process, the consistency and continuity of the service provided are guaranteed, and the goal of establishing the standard IT service management system is finally achieved. This paper also describes the process and the standard carrier tools, and through the carrier tools to verify the effect of implementation. In view of how to solve the problem of high cost of operation and maintenance at present, this paper attempts to combine the cloud platform solution and SOC platform solution, and combs the process, The process, implementation method, evaluation standard and implementation tool of each link guided by ITIL service architecture are designed purposefully. By means of automatic operation and maintenance tools, the labor cost of operation and maintenance is reduced, and the cost expenditure caused by human factors is reduced to a certain extent. Finally, through effective internal process control and stable IT service quality, the total operating cost is optimized and reduced, and the satisfaction of internal and external customers is improved.
【學(xué)位授予單位】：昆明理工大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2017
【分類號(hào)】：F270.7;F832.39

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