IT基础架库ITIL论文：C银行的IT服务管理综合评价研究.doc

IT基础架构库ITIL论文：C银行的IT服务管理综合评价研究 【中文摘要】IT服务对银行业来说非常重要,其所提供的IT服务的便捷性,安全性,可用性,可靠性,快速适应性等成为了银行在竞争激烈的市场中立于不败之地的关键因素。本文对C银行的IT服务管理进行综合评价。综合评价为C银行的IT服务管理持续改进的指明了方向,同时也在提升C银行IT服务管理能力,降低IT成本,使其能够更好地生存和发展。本文研究内容包括:(1)结合C银行业务本身的特点,将C银行的IT服务管理的流程划分为:财务管理,服务目录管理,服务级别管理,服务可用性管理,服务资产和配置管理,服务变更管理,服务发布和部署管理,服务台管理,事故管理,问题管理,提出了各个流程的目标,并对其IT服务管理有重要意义的关键因素进行分析。(2)运用层次分析法计算出关键绩效指标的权重,从而构建出C银行IT服务管理的综合评估模型。设计综合评价调查问卷,应用模糊评价法对调查问卷进行分析。(3)针对C银行的IT服务管理综合评估结果进行分析,发现其事故管理,问题管理方面存在薄弱之处,可通过优化流程的方式对IT服务管理持续改进。研究结果表明:(1)对IT服务管理关键因素的分析有助于综合评估,能够使得IT服务管理的综合评估更加完整有效。(2)IT服务管理综合评估体系的建立有助于IT服务的成功开展。(3)对综合评价结果进行分析,并对其进行持续改进,能有效地提升IT服务管理水平。总之,本文结合ITIL的最佳实践,对IT服务管理体系运用相关层次模型进行综合分析,是对改进C银行IT服务管理进行持续的改进,使其能够更好满足业务的需求。 【英文摘要】IT services management becomes more and more important for banking, its security, availability and reliability is the key factor for the bank success in today’s competitive world.It is important to conduct the comprehensive evaluation for the C Bank’s IT services management. It not only points out the direction of continuous improvement, but also enhances the C bank’s IT service management capabilities to reduce IT costs for banking development.The study is mainly focus on the following point: (1) Through studying on the IT service management best practices, in combination with C banking business itself, this paper inditify and analysis each key evaluation indicator of IT service management process, including financial management, service catalogue management , service level management, service availability management, service asset and configuration management, change management services, service release and deployment management, service desk management, incident management and problem management. (2) Use AHP to calculate the weight of identified key indicators and build a C bank’s IT Service Management evaluation models. (3) Based on the C Bank’s comprehensive IT service management evaluation results, it is found that incident management, problem management are weaknesses of the C b