IT 运维服务质量改进与IT 服务管理体系建设.pdfVIP

·168 · 价值工程 IT运维服务质量改进与IT服务管理体系建设 IT Operation Maintenance Service QualityImprovement IT ServiceManagement System Construction 冯万贵FENGWan-gui （广州工程技术职业学院，广州510075） （GuangzhouInstituteofTechnology，Guangzhou510075，China） 摘要院IT运维服务的质量问题越来越引起相关客户和服务提供商的重视。IT运维服务质量改进可从客户需求与服务现状的调 研和分析入手，通过对服务质量问题及其根本原因的分析，找到解决问题的最有效办法。质量改进以项目化运作的方式进行管理和实 通 ，可有效保证质量改进工作的顺利开展。 施， 过项目计划和启动会议正式确认质量改进工作目标及其实施和管理方法 IT服务管理 体系建设是服务质量改进的重点和根本，可根据PPMT 实施框架确定管理体系的具体内容，从根本上提高IT运维服务质量。 Abstract: The quality issue of IT operation and maintenance services has drawn increasing attention of customers and service providers. The service quality improvement can start from the research and analysis for customer needs and the status of services, through the analysis for the service quality problems and their root cause, to find the most effective way to solve the problem. Quality improvement using project-oriented approach to manage and implement, through the project plan and start meeting for formal confirmation of quality improvement objectives and their implementation and management methods, can effectively ensure the quality improvement work smoothly. IT service management system construction is the focus andfundamental to improve the quality of service, according PPMT implementation frameworkto definethe specificcontentofmanagementsystem,andfundamentally improveIToperationandmaintenance servicequality. ；管理体系建设； 关键词院IT服务管理；运维服务管理；服务质量改进 PPMT 实施框架 Key words: IT service management；operation service management；service quality improvement；management system construction； PPMTimplementationframework 中图分类号院C931.2；C932.2 文献标识码院A 文章编号院1006-43