【作者】 杨伟；

【导师】 陈通； 张径；

【作者基本信息】 天津大学 ， 工程管理（专业学位）， 2014， 硕士

【摘要】 随着信息技术的普及,企业要提高核心竞争力,除了科技创新外,也对信息技术的依赖程度越来越高,IT已经成为许多企业业务流程中必不可少的部分。但随之而来的IT运维管理负面问题越来越突出,企业如何提高IT运维的效率,降低运维成本,从而实现IT资源利用率的最大化是IT管理者的长期目标。本文是在本人对ITIL的理解基础上,运用这个IT运维管理领域的最佳实践,首先分析了ITIL核心模块的各个流程关系,并分析了业界上ITIL的实施模型及其不足,然后基于ITIL与行业著名的IT Service CMM建立IT运维管理评价模型,接着结合企业的管理理念,融合管理统计学知识,对企业IT运维管理水平进行实际评价,将IT运维管理中存在的问题准确地找出来。全文始终与“分析问题-解决问题”的思路一致,巧妙地运用数学知识和管理知识来解决对应的问题。另外,我们也注意到了ITIL的实施需要运用项目管理的方法论来指导,因此实施用到了项目管理思维。文中的实例是本人为项目负责人对广汽丰田的IT运维管理体系进行改善的项目时,采用项目管理方法对整个项目进行运作,并借助IT运维管理水平评价模型,从而验证该模型和实施模型的有效性。更多还原

【Abstract】 With the popularization of information technology, the enterprise is relying not only on the technology innovation, but also more and more on the information technology to enhance their core competence, IT has already become an essential part of many enterprises’ business process. But IT operation management negative attendant problems become more and more outstanding, the enterprise how to improve the efficiency of IT operation, reduce operation costs, so as to maximize the utilization of IT resource is the long term goal of the IT manager.This paper is based on my understanding of ITIL, using the best practice in the IT management domain, firstly analyzes each flow relationship of the ITIL kernel module, and analyzes the ITIL implementation model and its shortcomings, secondly set up IT management evaluation model based on ITIL and the famous IT Service CMM, thirdly combined with enterprise management concept and management of statistical knowledge, evaluate the enterprise’s IT operation management, and find out the problems existed in the IT operation management correctly. The full text is consistent with "analyzing problem – solving problem" idea, using the mathematical knowledge and management knowledge to solve the correspondence problem skillfully. In addition, we also notice that the implementation of ITIL requires the guide of project management methodology, and so the project management thinking is used in the implementation.The example in the paper is when I am in charge of the GAC TOYOTA IT operation management system improvement projects, using project management method to operate the whole project, and with the evaluation of IT operation management model, so as to verify the effectiveness of the model and the implementation model.更多还原