【作者】 万志荣；

【导师】 黄虎杰； 谷业青；

【作者基本信息】 哈尔滨工业大学 ， 软件工程， 2008， 硕士

【摘要】 我国的电信事业从20世纪80年代以来一直飞速发展,通信网络的容量和规模迅速扩大,新技术和新业务层出不穷。通信市场正由传统的以通信网和市场为中心的服务质量的竞争转变成以客户为中心的服务质量的竞争。在这样的大背景下,借助信息技术全面提升经营管理水平和服务质量,满足电信用户不断增长的个性化需求,增强自身的核心竞争力,成为中国电信运营商面临的一个重要课题。自20世纪80年代中期英国商务部提出信息技术基础架构库ITIL (Information Technology Infrastructure Library)以来,ITIL已经得到了全球几乎所有IT巨头的全力支持。IBM、惠普、微软、CA等著名跨国公司基于ITIL分别推出了实施IT服务管理的软件和实施方案,促进了IT与业务的整合。IT服务管理系统建设和运营的好坏直接影响到电信运营的整体成本,管理水平和服务水平。本文主要完成以下工作:1.完成对IT服务管理最佳实践框架ITIL的研究。包含对其两大组成部分服务支持,服务提供以及10个关键流程的研究。2.提出了IT服务管理的定义,以及IT服务管理对IT企业运行和维护的重大意义,并根据ITIL框架设计IT服务管理系统。3.根据网通公司实际情况,完成IT服务管理系统的开发工作,主要实现ITIL两个核心流程,事件管理和变更管理模块,同时实现值班管理和公告发布两个个性化的模块,提高DCN(Data Communication Network)网管系统的工作效率和服务质量。该系统的主要特点有:符合中国国情和电信行业企业的实际情况,面向业务的支持流程的IT管理,从现有的实施结果来看,该IT服务管理系统能够很好的满足电信企业“以客户为中心”和“精确管理”的要求,以及适应市场的竞争和日益增长的客户需求,提高整个网管系统的管理水平和服务质量。更多还原

【Abstract】 China’s telecommunications industry has been rapid development from the 1980s, the capacity and scale of communications network expansion rapidly, new technologies and new business emerging continuous. Communications market has been changed from the traditional communications networks and market-oriented quality of service competition into customer-focused service quality competition. Under such a background, it becomes an important task for them to improve management level and service quality fully with the help of information technology, satisfy the increasing specific demands of telecommunications users and strengthen competing ability at the core.Since the mid-1980s the British Commerce Department developed ITIL (Information Technology Infrastructure Library), ITIL has been supported almost by all global IT giant’s company. IBM, Hewlett-Packard, Microsoft, CA, and other well-known multinational companies based on ITIL respectively for the implementation of IT service management software and the implementation of programmer to promote the integration of IT and business. The result of construction and operation in IT service management system will have a direct impact on the overall cost, management standards and service level in telecommunications management.In this paper, complete the following tasks:1. I have completed the research of IT service management best practices about ITIL framework. It contains two major components about the research of support services, service providers and 10 key processes.2. Put forward the definition of IT service management and the great significance to IT companies operation and maintenance about IT service management, I have completed the design of IT service management system according to the ITIL framework.3. According to Netcom Corporation actual situation, I complete development work of IT service management system, including two main core ITIL processes, incident management and change management modules, At the same time I finish two Personalized modules about duty management and notice published to improve the efficiency and service quality of DCN (Data Communication Network) network management system.The main features of the system are: in line with the actual situation of China’s national conditions and telecommunications industries and enterprises, the support of business-oriented IT management processes, it meet the telecommunications enterprises " Customer-centric "and" precision management "requirements nicely from the existing results of the implementation of the IT service management system, and adapt to market competition and the growing customer demand, improve the management standard and service quality of the entire network management system.更多还原