ITSM在中遠散運信息化建設(shè)中的研究與應(yīng)用
發(fā)布時間：2019-04-26 19:22
【摘要】：隨著企業(yè)信息化建設(shè)的不斷深入，企業(yè)的IT規(guī)模日趨龐大，IT需求向多元化發(fā)展。企業(yè)的IT戰(zhàn)略往往是業(yè)務(wù)需求驅(qū)動，所以早期的IT建設(shè)通常以滿足業(yè)務(wù)部門的需求為目標，但這會導(dǎo)致IT部門條塊分割嚴重、流程不清，進而使企業(yè)的信息化建設(shè)效率低下，無法與企業(yè)戰(zhàn)略相一致，甚至可能會阻礙企業(yè)戰(zhàn)略的實施。因此，企業(yè)的IT運維管理日益成為焦點問題。ITSM（IT Service Management，IT服務(wù)管理）通過明確運維管理相關(guān)者的權(quán)利與責(zé)任，使企業(yè)的IT架構(gòu)、需求與企業(yè)戰(zhàn)略目標一致，滿足業(yè)務(wù)部門需求，同時合理利用企業(yè)的信息資源，合理規(guī)劃和評估IT投資，進行有效的集成與協(xié)調(diào)。 本文首先通過對ITSM理論研究的回顧，和對不同企業(yè)的ITSM實踐回顧，指出ITIL(Information Technology Infrastructure Library，信息技術(shù)基礎(chǔ)架構(gòu)庫)已經(jīng)成為ITSM的最佳實踐。然后，綜合運用理論分析和實際經(jīng)驗的總結(jié)，對中遠散運信息化建設(shè)的現(xiàn)狀進行分析，發(fā)現(xiàn)如下問題：中遠散運信息化建設(shè)中存在網(wǎng)絡(luò)規(guī)模龐大、IT人員相對較少，系統(tǒng)分散孤立，缺乏統(tǒng)一管理平臺、缺乏預(yù)生產(chǎn)環(huán)境等技術(shù)層面的問題；還存在缺乏事件管理、沒有故障分級制度、缺乏變更管理，一人多職、崗位沖突等管理層面的問題。指出中遠散運的信息化建設(shè)需要進行從技術(shù)層面和管理層面進行治理。本文詳盡介紹了ITIL核心模塊的功能和ITSM持續(xù)改進的思想，提出了中遠散運使用ITSM框架提升信息化管理水平的必要性和可行性，并提出了中遠散運建立ITSM平臺建設(shè)的目標和“高可靠、高安全性、高可擴展性、高兼容性”等原則。最后，提出中遠散運ITSM框架下的三線組織結(jié)構(gòu)和五個核心模塊。并通過流程圖，使中遠散運ITSM平臺的基礎(chǔ)架構(gòu)、組織架構(gòu)為核心功能提供了有力支撐，，為中遠散運提供了實施ITSM的完備解決方案。
[Abstract]:With the deepening of enterprise information construction, the scale of IT is becoming larger and larger, and the demand of IT is diversified. The IT strategy of the enterprise is often driven by the business demand, so the early IT construction usually aims to meet the needs of the business units, but this will lead to the serious fragmentation of the IT department, the unclear process, and the inefficiency of the information construction of the enterprise. Can not be consistent with the enterprise strategy, and may even hinder the implementation of the enterprise strategy. ITSM (IT Service Management,IT Service Management (IT (IT Service Management,IT Service Management) makes the enterprise's IT architecture and needs consistent with the strategic objectives of the enterprise by clarifying the rights and responsibilities of those involved in operation and maintenance management. Meet the needs of business departments, at the same time, make rational use of enterprise information resources, plan and evaluate IT investment reasonably, and carry on effective integration and coordination. Firstly, this paper reviews the theory of ITSM and the practice of ITSM in different enterprises, and points out that ITIL (Information Technology Infrastructure Library, Information Technology Infrastructure Library has become the best practice of ITSM. Then, based on the theoretical analysis and the summary of practical experience, this paper analyzes the present situation of COSCO's informatization construction, and finds out the following problems: there is a huge network scale and relatively few IT personnel in COSCO's informatization construction. The system is scattered and isolated, lack of unified management platform, lack of pre-production environment and other technical aspects of the problem; There are also some problems such as lack of event management, failure classification system, change management, one person multi-job, post conflict and so on. It is pointed out that the informatization construction of COSCO needs to be managed from the technical level and the management level. In this paper, the function of ITIL core module and the idea of continuous improvement of ITSM are introduced in detail, and the necessity and feasibility of COSCO using ITSM framework to improve the level of information management are put forward. The aim of COSCO to build ITSM platform and the principles of "high reliability, high security, high scalability and high compatibility" are put forward. Finally, the three-line structure and five core modules in COSCO ITSM framework are proposed. Through the flow chart, the infrastructure and organization structure of COSCO ITSM platform provide powerful support for the core functions, and provide a complete solution for COSCO to implement ITSM.
【學(xué)位授予單位】：天津大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2013
【分類號】：TP315;F551
本文編號：2466328
[Abstract]:With the deepening of enterprise information construction, the scale of IT is becoming larger and larger, and the demand of IT is diversified. The IT strategy of the enterprise is often driven by the business demand, so the early IT construction usually aims to meet the needs of the business units, but this will lead to the serious fragmentation of the IT department, the unclear process, and the inefficiency of the information construction of the enterprise. Can not be consistent with the enterprise strategy, and may even hinder the implementation of the enterprise strategy. ITSM (IT Service Management,IT Service Management (IT (IT Service Management,IT Service Management) makes the enterprise's IT architecture and needs consistent with the strategic objectives of the enterprise by clarifying the rights and responsibilities of those involved in operation and maintenance management. Meet the needs of business departments, at the same time, make rational use of enterprise information resources, plan and evaluate IT investment reasonably, and carry on effective integration and coordination. Firstly, this paper reviews the theory of ITSM and the practice of ITSM in different enterprises, and points out that ITIL (Information Technology Infrastructure Library, Information Technology Infrastructure Library has become the best practice of ITSM. Then, based on the theoretical analysis and the summary of practical experience, this paper analyzes the present situation of COSCO's informatization construction, and finds out the following problems: there is a huge network scale and relatively few IT personnel in COSCO's informatization construction. The system is scattered and isolated, lack of unified management platform, lack of pre-production environment and other technical aspects of the problem; There are also some problems such as lack of event management, failure classification system, change management, one person multi-job, post conflict and so on. It is pointed out that the informatization construction of COSCO needs to be managed from the technical level and the management level. In this paper, the function of ITIL core module and the idea of continuous improvement of ITSM are introduced in detail, and the necessity and feasibility of COSCO using ITSM framework to improve the level of information management are put forward. The aim of COSCO to build ITSM platform and the principles of "high reliability, high security, high scalability and high compatibility" are put forward. Finally, the three-line structure and five core modules in COSCO ITSM framework are proposed. Through the flow chart, the infrastructure and organization structure of COSCO ITSM platform provide powerful support for the core functions, and provide a complete solution for COSCO to implement ITSM.
【學(xué)位授予單位】：天津大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2013
【分類號】：TP315;F551
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