【作者】 卓志兴；

【导师】 万江平； 毛祖铁；

【作者基本信息】 华南理工大学 ， 项目管理， 2011， 硕士

【摘要】 IT服务的可靠性、可用性和快速适应性成为了现代企业信息化发展的保障。如何帮助客户实现系统的可靠性和可用性,提高工作效率、管理IT运营成本,提高企业的竞争力,这是当前所有IT服务商都必须思考的问题。而解决这些问题的关键就是实施规范化的IT服务管理以及对IT服务管理流程进行有效的评估,探索适合我国国情的IT服务管理流程评估已成为业界的当务之急。通过行业调查和文献阅读,发现了基于ITIL的IT服务管理理念。本文以KM公司IT服务管理实施与评估案例为背景进行分析,导出研究的目的：结合ITIL方法论以及层次分析法对KM公司IT服务管理流程进行评估,为该企业的管理者提出了改进方向,提升KM公司IT服务管理能力,使其能够更好地生存和发展,对其他企业,尤其是大型跨国咨询公司也有一定的参考价值。具体通过三个方面进行研究：(1)通过对KM公司IT服务管理框架体系以及相关流程的定义、操作过程和管理方法,公司专家意见等方面进行研究,确定IT服务管理流程的各项评估指标。(2)结合KM公司服务级别协议,并运用层次分析法对IT服务管理流程中的各指标进行了权重计算,从而对IT服务管理流程的评估体系进行了构建分析,并对KM公司在IT服务管理流程评估的实施进行了探讨。(3)针对KM公司在IT服务管理流程评估结果以及KM公司的IT服务管理的实际情况给出了合理建议,为该企业的管理者提出了改进方向。研究结果表明：(1)关键因素的分析有助于IT服务企业进行真正有价值的评估,能够使得KM公司对IT服务管理流程的评估更加完整有效。(2)IT服务评估管理的执行力是KM公司IT服务管理流程评估的重要保证。(3)IT服务管理流程评估体系的建立有助于IT服务项目的成功开展。(4)具备战略意义的IT服务管理流程评估体系有助于公司企业的营运稳定并可以提升更加有效的服务。总之,本文应用ITIL分析了KM公司IT服务管理流程,并对IT服务管理流程的评估体系运用相关层次模型进行构建分析,目的是改进KM公司IT服务管理能力,使其能够更好地生存和发展。更多还原

【Abstract】 The reliability, availability, and rapid adaptability of IT service are the guarantee for developing modern enterprise’s informatization. How to help clients achieve system’s reliability and availability, improve efficiency, manage IT operational costs and improve the competitiveness of enterprises, currently, the problem has to be considered by all the IT ervice providers. While, in order to solve these problems, the key is to implement a standardized IT service management and assess the IT service management process effectively. The industry’s top priority is to explore IT service management process assessment that conforms to the situation in our country become.By surveying industry and reading literature, it discovers the IT Service Management concept based on ITIL. Under the background of KM Company’s IT service management implementation and assessment case, this paper does the analysis and gets the purpose of this study:By combining ITIL methodology and AHP, this paper assesses KM Company’s IT service management process, and propose the improving direction for the enterprise managers, enhance the ability of KM Company’s IT, enable the company to better survive and grow. For other enterprises, especially those large multinational consultant corporations, it is of great value for reference.This paper concretely studies three areas:(1) Through studying KM Company’s IT service management framework and the related process’s definition, operation process and management methods, the company experts’advices and so on, this paper determines every evaluation indicator of IT service management process. (2) This paper analyzes the IT service management process evaluation system, and researches the implementation of IT service management process evaluation on the KM Company, by combining with KM Company’s services level agreement and using AHP to calculate the weight of every indicator on IT service management process. (3) Aiming at the results of IT service management assessment on KM Company and the actual situation of KM Company’s IT service management, this paper provides some reasonable recommendations, in order to propose the improving direction for the enterprise managers.The research results show that:(1) Analyzing the key factor can help IT service enterprises to do the real value assessment, and may make KM Company evaluate the IT service management process more completely and effectively. (2) The executive ability of IT service assessment management is the important guarantee of KM Company’s IT service management process. (3) IT Service Management Process Evaluation System will be useful for the successful implementation of IT services. (4) IT service management process evaluation system with the strategic will help companies operate stably and improve more effective service.In short, combining with ITIL theory, this paper analyzes KM Company’s IT service management, and by using related hierarchical model, analyzes the IT service management process evaluation system. The purpose is to improve KM Company’s IT service management capabilities, and enable them to better survive and grow.更多还原