针对ITIL的A银行IT服务管理实施的分析研究.pdfVIP

摘 要 在信息化应用日益广泛的今天，企业为加强自身的竞争力，引进了林林总总 的系统。当我们透视解决方案生命周期时，我们可以看到，所有的解决方案最后 都要归入 IT 运维体系，为企业员工所使用。IT 服务管理是 IT 管理的一个重要方 法，随着各企业对 IT 投资回报率、IT 与业务的协调发展的重视程度进一步提高， 其作用与地位也越来越突出。 本文力图从理论结合实际分析基于 IT 最佳实践模型 ITIL 的IT 服务管理的应 用与实现。本文先介绍了 ITIL 的产生、发展及其具体内容，再用A 银行实施 ITIL 的具体实例来说明ITIL 的具体实施方法的相关的实施经验。希望能推动企业 IT 管 理的理念革命，使人们了解从传统的 IT 管理到基于 ITIL 的IT 服务管理转变的重 要性和必然性，从而推动基于 ITIL 的IT 服务管理在国内的发展和应用。为企业实 施基于 ITIL 的IT 服务管理提供一个基本的思路和框架，帮助企业界人士了解基于 ITIL 的IT 服务管理实施的途径和方法。 关键词：竞争力，IT 服务管理，IT 最佳实践模型，ITIL，实施方法 ABSTRACT Nowadays ， the information technology application are more and more. To improve the competitiveness of enterprises ， the enterprises buy in many kinds of IT system. When we look into the life cycle of perspective solution， we can see that all solutions must be classified in the operation and maintenance of IT system and for enterprise employees to use ultimately. IT service management is an important way of IT management ， as all enterprises focus on the importance of IT investment and the business of coordinated ， the roles and status of these are more and more important. This article seeks to combine theory with practice for analyze the IT service management application and implementation base on the IT best practice model ITIL. This article introduces the ITIL details and development ， and use the ITIL implementation example of bank A to illustrate the details of the relevant implementation experience. I hope that this could promote the concept of enterprise IT management revolution ， so that people understand the necessity and inevitability of change from the traditional IT management to IT service management based on ITIL， so as to promote the development and application of IT service managem