基于ITIL对银行业IT服务管理现状分析及服务流程实现（终稿）.docVIP

基于ITIL对银行业IT服务管理的现状分析及服务流程的实现 摘要 目前，我国商业银行基本上的业务流程是按照职能型的组织结构而设计的。这样的业务流程与以市场为导向、以客户为中心的经营战略发生扭曲，与银行信息化发展水平产生背离，应在流程上实现再造。 业务流程是企业的重要资源，如何有效地管理业务流程是众多企业面临的重大问题和挑战。这里，我们引入ITIL理念。什么是ITIL？ITIL即IT基础架构库（IT Infrastructure Library），是用于IT 服务管理的一套最佳实践指导。ITIL 的所有者是 OGC，包括一系列的出版物，为提供优质 IT 服务，以及支持它们所需的流程和设施提供指导。 本文首先分析了现阶段商业银行的流程管理现状，深入研究了ITIL的基本理论，继而介绍了在构建银行流程过程中使用到的ITIL理念，最后基于ITIL设计一套国内某商业银行的业务流程中的事件流程。 今天,国内商业银行面临着资本约束、利率市场化、金融脱媒、客户需求变化以及市场开放下的激烈竞争等等金融环境的剧变,这些变化将深刻地影响着国内商业银行的发展命运,而传统的经营管理模式已不能承载和化解这些变化。正基于此,探讨我国商业银行的流程银行建设已势在必行。我认为，再造我国商业银行的业务流程，能改变其管理混乱的局面，从而节省成本和提高收益。 关键词　ITIL；商业银行服务管理；流程 Based on ITIL in banking IT service management present situation analysis and service process realization Abstract At present, our country commercial bank basically business process is according to the organization structure and functional design. Such business process and take the market as the guidance, take the customer as the center of business strategy, and Banks information distortions deviation should be produced development level in the process to realize recycling. Business process is enterprises important resources, how to effectively manage business processes is one of many enterprises are facing major issues and challenges. Here, we introduce ITIL concept. What is ITIL? ITIL namely IT Infrastructure Library (the IT Infrastructure, is for more emphases) IT service management a set of best practice guidance. The owner is ITIL OGC, including a range of publications; to provide high quality service, and support their IT needed processes and facilities to provide guidance. This paper first analyzes the present situation of process management of commercial Banks, a deep research on the basic theory of ITIL, then introduces the process of the construction bank process use of the concept, finally, based on ITIL ITIL design a set of domestic a commercial banks business process. Today, domestic commercial Banks face capital constraints, interest rate marketization, financial take off pr