M公司IT運(yùn)維管理流程優(yōu)化分析及實施效果評價
發(fā)布時間：2018-10-22 19:42
【摘要】：隨著信息技術(shù)和互聯(lián)網(wǎng)的發(fā)展,企業(yè)開始認(rèn)識到信息化建設(shè)是未來發(fā)展的重要基礎(chǔ)和機(jī)遇,如何有效的提高IT服務(wù)以及運(yùn)維管理水平越來越受到企業(yè)管理層的重視,而建立高效的IT運(yùn)維服務(wù)流程是實現(xiàn)高水平IT服務(wù)管理的關(guān)鍵要素。作為個人電腦市場占用率第一的M公司,在信息化建設(shè)初期的出色表現(xiàn)給企業(yè)的發(fā)展帶來了重大的機(jī)遇,很好的支持了業(yè)務(wù)的飛速發(fā)展,隨著M公司國際化發(fā)展進(jìn)程不斷深入以及業(yè)務(wù)的重組變革給公司的IT服務(wù)帶來了嚴(yán)峻挑戰(zhàn),M公司如何在這樣的背景下提高IT服務(wù)的效率和IT運(yùn)維管理水平是本論文的背景。本文在ITIL和COBIT的理論框架基礎(chǔ)上論述了企業(yè)IT運(yùn)維管理的通用框架,該通用框架闡述了IT服務(wù)的活動包括IT運(yùn)維管理的服務(wù)臺職能部門和五大核心流程以及重要控制點(diǎn),根據(jù)COBIT理論中IT目標(biāo)分解理論定義了IT運(yùn)維管理流程的參考績效指標(biāo)以及設(shè)定方法,作為治理IT管理的依據(jù)和本文研究的理論基礎(chǔ)。本文以M公司IT運(yùn)維管理部作為研究對象,介紹了M公司的組織架構(gòu)和信息化建設(shè)現(xiàn)狀,根據(jù)IT運(yùn)維管理的通用框架分析了M公司的IT運(yùn)維管理核心流程現(xiàn)狀,重點(diǎn)分析了事件管理流程,服務(wù)請求管理流程和問題管理流程的關(guān)鍵控制點(diǎn),提出了流程優(yōu)化的思路,結(jié)合六西格瑪在流程優(yōu)化中的理論工具和SWOT分析方法分析并提出了M公司IT運(yùn)維管理流程的優(yōu)化方案。根據(jù)該流程優(yōu)化方案針對M公司事件管理流程進(jìn)行了優(yōu)化,提高了M公司IT服務(wù)的工作效率和客戶滿意度,為了保障優(yōu)化后流程執(zhí)行有效性和平穩(wěn)過渡,構(gòu)建了流程實施保障方案和相應(yīng)的管理和監(jiān)控機(jī)制,最后基于AHP層次分析法驗證了流程優(yōu)化的有效性,為其他企業(yè)的IT運(yùn)維管理流程優(yōu)化提供了一份借鑒。
[Abstract]:With the development of information technology and Internet, enterprises begin to realize that information construction is an important foundation and opportunity for future development. How to effectively improve the level of IT service and operation and maintenance management has been paid more and more attention by enterprise management. The establishment of efficient IT operation and maintenance service flow is the key element to achieve high level IT service management. As the first company in the personal computer market, the outstanding performance in the initial stage of information construction has brought great opportunities for the development of the enterprise, and has well supported the rapid development of the business. With the deepening of M Company's internationalization and the restructuring of its business, it brings a severe challenge to the company's IT services. How to improve the efficiency of IT services and the level of IT operation and maintenance management is the background of this thesis. Based on the theoretical framework of ITIL and COBIT, this paper discusses the general framework of enterprise IT operation and maintenance management. The general framework describes that the activities of IT service include the service desk functional department of IT operation and maintenance management, five core processes and important control points. According to the IT objective decomposition theory in COBIT theory, the paper defines the reference performance index and setting method of IT operation and maintenance management process, which is the basis of IT management and the theoretical basis of this paper. This paper takes M Company IT Operations and maintenance Management Department as the research object, introduces the present situation of M Company's organizational structure and information construction, and analyzes the core flow of M Company's IT operation and maintenance management according to the general framework of IT operation and maintenance management. The key control points of event management process, service request management process and problem management process are analyzed, and the idea of process optimization is put forward. Combined with six Sigma theory tools in process optimization and SWOT analysis method, the optimization scheme of IT operation and maintenance management process of M Company is put forward. According to the process optimization scheme, M company's event management process is optimized, which improves the efficiency of M company's IT service and customer satisfaction, in order to ensure the efficiency and smooth transition of the optimized process. Finally, the effectiveness of process optimization is verified based on AHP, which provides a reference for IT operation and maintenance management process optimization of other enterprises.
【學(xué)位授予單位】：華北電力大學(xué)(北京)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2017
【分類號】：F416.6;F49
本文編號：2288121
[Abstract]:With the development of information technology and Internet, enterprises begin to realize that information construction is an important foundation and opportunity for future development. How to effectively improve the level of IT service and operation and maintenance management has been paid more and more attention by enterprise management. The establishment of efficient IT operation and maintenance service flow is the key element to achieve high level IT service management. As the first company in the personal computer market, the outstanding performance in the initial stage of information construction has brought great opportunities for the development of the enterprise, and has well supported the rapid development of the business. With the deepening of M Company's internationalization and the restructuring of its business, it brings a severe challenge to the company's IT services. How to improve the efficiency of IT services and the level of IT operation and maintenance management is the background of this thesis. Based on the theoretical framework of ITIL and COBIT, this paper discusses the general framework of enterprise IT operation and maintenance management. The general framework describes that the activities of IT service include the service desk functional department of IT operation and maintenance management, five core processes and important control points. According to the IT objective decomposition theory in COBIT theory, the paper defines the reference performance index and setting method of IT operation and maintenance management process, which is the basis of IT management and the theoretical basis of this paper. This paper takes M Company IT Operations and maintenance Management Department as the research object, introduces the present situation of M Company's organizational structure and information construction, and analyzes the core flow of M Company's IT operation and maintenance management according to the general framework of IT operation and maintenance management. The key control points of event management process, service request management process and problem management process are analyzed, and the idea of process optimization is put forward. Combined with six Sigma theory tools in process optimization and SWOT analysis method, the optimization scheme of IT operation and maintenance management process of M Company is put forward. According to the process optimization scheme, M company's event management process is optimized, which improves the efficiency of M company's IT service and customer satisfaction, in order to ensure the efficiency and smooth transition of the optimized process. Finally, the effectiveness of process optimization is verified based on AHP, which provides a reference for IT operation and maintenance management process optimization of other enterprises.
【學(xué)位授予單位】：華北電力大學(xué)(北京)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2017
【分類號】：F416.6;F49
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