本文關(guān)鍵詞： IT服務(wù)管理 神華集團(tuán) 重構(gòu) ITIL ISO20000　出處：《廣西大學(xué)》2017年碩士論文　論文類型：學(xué)位論文

【摘要】：本文以神華集團(tuán)IT服務(wù)管理系統(tǒng)為研究對象,結(jié)合IT服務(wù)管理ITIL實(shí)施標(biāo)準(zhǔn)的最佳實(shí)踐,ISO20000標(biāo)準(zhǔn)等成功實(shí)施經(jīng)驗(yàn),分析研究神華集團(tuán)IT服務(wù)管理系統(tǒng)SH217項(xiàng)目1004運(yùn)營維護(hù)管理平臺缺陷,從神華集團(tuán)IT服務(wù)管理系統(tǒng)的服務(wù)水平,財(cái)務(wù)能力,持續(xù)性,可用性等服務(wù)提供管理流程,以及從問題、事故、問題、配置、變更等服務(wù)支持管理流程,追根溯源。篩選出主要問題并結(jié)合訪談法,價(jià)值工程模型和ITIL、ISO20000的相關(guān)知識對神華集團(tuán)IT服務(wù)管理體系中用戶滿意度的分析和研究。識別出這些流程體系的不足,以及IT服務(wù)管理系統(tǒng)不斷改進(jìn)。重構(gòu)出適合神華集團(tuán)業(yè)務(wù)發(fā)展需求的IT服務(wù)管理體系,從而降低神華集團(tuán)在信息化運(yùn)營風(fēng)險(xiǎn),達(dá)到建設(shè)綜合優(yōu)勢明顯、關(guān)鍵領(lǐng)域領(lǐng)先的行業(yè)一流的清潔能源企業(yè)。研究表明,神華集團(tuán)現(xiàn)有的IT服務(wù)管理體系與實(shí)際業(yè)務(wù)需求還存在著差距,難以有效的支撐起現(xiàn)有業(yè)務(wù)的運(yùn)行。為了使IT服務(wù)能持續(xù)性改進(jìn),提升IT服務(wù)能力,通過對神華集團(tuán)現(xiàn)有IT服務(wù)管理體系進(jìn)行重構(gòu)。通過這些重構(gòu)措施提升了神華集團(tuán)IT服務(wù)管理水平、決策水平及管理創(chuàng)新、服務(wù)質(zhì)量和運(yùn)維人員專業(yè)水平,降低了IT系統(tǒng)運(yùn)行風(fēng)險(xiǎn)。同時(shí)此次重構(gòu)的IT服務(wù)管理體系對同行業(yè)其他公司有借鑒與參考價(jià)值。通過實(shí)踐證明IT服務(wù)管理體系的管理水平、服務(wù)提供和服務(wù)支持對大型能源企業(yè)的業(yè)務(wù)有促進(jìn)作用。同時(shí)也表明在ITIL最佳實(shí)踐和ISO20000標(biāo)準(zhǔn)的指引下,使神華集團(tuán)IT服務(wù)管理能力螺旋式上升。首先,促進(jìn)企業(yè)發(fā)展。逐步建立集中的IT運(yùn)維管理模式,提升信息化應(yīng)用水平,提升中央企業(yè)信息評級,提升企業(yè)形象。其次,促進(jìn)IT運(yùn)維和諧發(fā)展。通過標(biāo)準(zhǔn)化,專業(yè)制度和流程建設(shè),提升客戶滿意度,促進(jìn)IT運(yùn)維管理工作的和諧發(fā)展。最后,推進(jìn)“節(jié)能減排”。通過集中監(jiān)控平臺和電子配置管理數(shù)據(jù)庫(CMDB)維護(hù)“綠色數(shù)據(jù)”中心樓,提高設(shè)備利用率。
[Abstract]:This paper takes Shenhua Group IT Services Management system as the research object, combining with the best practice of IT Service Management ITIL implementation standard, such as ISO20000 standard and other successful implementation experience. This paper analyzes and studies the defect of shenhua group IT service management system SH217 project 1004 operation and maintenance management platform, from the service level, financial ability, continuity, availability of Shenhua group IT service management system to provide management process, and from the problem, Accident, problem, configuration, change and other services support the management process, trace back to the source. Screen out the main problems and combine the interview method, Analysis and Research on customer satisfaction of Shenhua Group IT Service Management system based on value Engineering Model and ITILILISO20000 knowledge. As well as the continuous improvement of IT service management system. The IT service management system suitable for the business development needs of Shenhua Group has been reconstructed, so as to reduce the risk of Shenhua Group's information operation and achieve the obvious comprehensive advantages in construction. Leading industry leading clean energy enterprises in key fields. Research shows that there is still a gap between the existing IT service management system of Shenhua Group and the actual business needs. It is difficult to support the operation of existing business effectively. In order to improve IT service continuously and enhance IT service capability, Through the reconfiguration of the existing IT service management system of Shenhua Group, the IT service management level, decision-making level and management innovation, service quality and professional level of operation and maintenance personnel of Shenhua Group have been improved through these refactoring measures. At the same time, the reconfiguration of IT service management system has reference and reference value to other companies in the same industry. The management level of IT service management system has been proved by practice. Service provision and service support have a catalytic effect on the business of large energy enterprises. It also shows that under the guidance of ITIL best practices and ISO20000 standards, the IT service management capability of Shenhua Group has increased in a spiral. Promote the development of enterprises. Gradually establish a centralized IT operation and maintenance management model, improve the level of information application, enhance the information rating of central enterprises, enhance the image of enterprises. Secondly, promote the harmonious development of IT operations and maintenance. Professional system and process construction, improve customer satisfaction, promote the harmonious development of IT operation and maintenance management. Finally, promote "energy saving and emission reduction." maintain "green data" center building through centralized monitoring platform and electronic configuration management database (CMDB), Improve the utilization rate of equipment.
【學(xué)位授予單位】：廣西大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2017
【分類號】：F426.21

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