ITIL管理方法在某计算机制造企业的实践研究.pdfVIP

Abstract Today medium and small sized enterprises are confronted with increased competition, but IT divisions have to achieve the effective management of information system under the limited conditions. There is no doubt, ITIL is the IT service management methodology and standards of practice. But it is only a theory and standard, we have to base on their business situation to develop suitable methods. This paper introduces the concept of IT service management and ITIL standards system, and based on these theories and standards, and put forward a detailed description of the basic methodology for the small and medium sized enterprises. Methodology can be summed up in the following four steps: First, to assess the ITSM maturity of enterprises; second, in accordance with the requirements of ITIL restructure IT department organizational structure; third, implement the SLA; fourth, implement the part of processes of ITIL according to their own circumstances. And don’t forget to implement IT service improvement plans. The methodology was also implemented in the company and verified its feasibility. Original or present IT services are a passive type of fire-fighting services. How to create the active process and the good IT service management model which is the essential of ITIL .We should change our opinion and work over it. We believe that ITIL will be used by more and more enterprises. 【Key Words 】ITIL, ITSM ,Process, Methodology 【Type of Thesis 】Academic Degree Thesis 目 录 第1章 绪论1 1.1研究背景 1 1.2论文研究的目标和内容 2 第2章 基于ITIL的IT服务管理3 2.1 IT服务管理（ITSM）ITIL3 2.1.1 IT服务管理（ITSM） 3 2.1.2 ITIL的概念 4 2.2 ITIL的核心流程6 2.2