【作者】 朱刚；

【导师】 许志端；

【作者基本信息】 厦门大学 ， 工商管理（MBA）（专业学位）， 2017， 硕士

【摘要】 在现代信息技术发展条件下,越来越多的公司在生产运营中依赖信息技术手段来进行日常的经营管理决策,而随着企业信息化应用的增多,公司IT运维部门所需要面对的软硬件系统规模和管理复杂程度也日益增长。是否能够找到适合的IT知识管理手段,从而能够在人员更替、技术汰换的客观因素下逐步巩固和提升IT部门的业务保障和技术创新能力并实现IT技术人才和信息化技术的有序发展,将是IT部门亟待解决的重要课题。本文将S公司在IT运维服务中的知识管理实践做为研究对象,通过归纳整理S公司It运维部门原有的知识管理手段出现的种种问题,如忽视员工的因素、对知识属性认识不够等,运用知识管理理论相关理论剖析这些问题产生的根源,并且结合部门日常运维管理中所涉及的知识特点,针对IT运维中存在的知识管理问题尝试提出可行的改善措施。首先对以企业业务流程为导向的知识应用管理模式梳理流程,找出关键知识并建立面向核心It业务流程、人员和知识文档的管理矩阵;其次将原有以狭隘的知识收集和分类为主的知识库管理模式,丰富为从知识管理理念、知识管理流程和知识管理软硬件三方面结合的全面的管理模式,并对原有的知识管理系统在员工交流、分享激励和团队促进等方面进行适当的加强。在知识过程管理方面,从知识采集、共享、转移以及知识创新这四个环节提出改善措施,特别是知识转移环节,重点进行了阐述。通过以上改善措施,IT运维服务的关键服务指标和用户满意度得到提升,员工参与知识管理的积极性得到改善。更多还原

【Abstract】 Nowadays,with the great development of information technology,more and more companies rely on the IT system to carry out the daily decisions in production and management operation.But with the fast increase of enterprise applications,IT department have to face the dramatically growing of system size and management complexity.How to find an suitable IT knowledge management solution to consolidate and enhance the staffs business support and technological innovation capability,with the negative factors such as employee lost and technology timeout,will be an important issue to be solved in IT department.This article takes S company’s knowledge management practice in IT operation and maintenance service as the research object.By summarizing the problems that existed in the original knowledge management methods of S company’s IT maintenance department,such as ignoring the staffs factor and not knowing enough the knowledge attribute And so on,then analyzes the root causes of these problems by using the theory of knowledge management,and attempts to propose feasible improvement measures for the knowledge management problems existing in the IT operation and maintenance based on the knowledge characteristics involved in the daily operation and maintenance management of the department.First of all,the article combs the flow of knowledge application management oriented by the key business process,finds out the key knowledge and establishes the knowledge management matrix;Secondly,puts forward the improvement measure from the four aspects of the knowledge management process,the knowledge acquisition,sharing,transfer and knowledge innovation,especially the knowledge transfer process,are discussed;Thirdly,enrich the existing knowledge base management mode based on narrow knowledge collection and classification with a comprehensive management mode according to the three aspects:knowledge management concept,knowledge management process,and knowledge management system improvement.Through the above improvement measures,the key service indicators and customer satisfaction of IT operation and maintenance service are enhanced,and employees’motivation to participate in knowledge management is improved.更多还原