思路-中国政法大学MBA教育中心.DOC

摘 要 银行业在几十年的信息化建设过程中，银行的IT基础设施在不断扩大，大大小小的应用系统开发了上百个，科技部门的规模也在不断的发展壮大。但在这个接触着世界领先技术的部门，其日常管理工作却还多使用手工方式，运维管理主要靠技术人员的个人能力，缺乏科学的管理流程。 本文通过分析银行业在全国数据集中后的运维管理现状，针对银行IT部门所面临的管理问题，引入目前在国内外比较推崇的IT服务管理理论和相关的框架、标准。依据IT服务管理最佳实践框架ITIL v3所提出的IT服务生命周期管理的概念，遵循ITIL“以客户为中心，以流程为导向”的核心思想，提出全国银行业数据集中信息系统运维管理体系建设方案。该方案结合人、流程、技术和资源，建立了一套运行灵活并能持续改进的IT服务管理体系。 运维管理体系分为门户层、业务服务管理层、IT流程管理层和数据层四个层级。门户层提供IT服务的入口，运维管理统一平台为不同角色的用户提供可视化窗口；业务服务管理层为企业管理者、业务人员和第三方供应商提供流程化的IT服务管理，使IT部门与业务部门建立有效的整合；IT流程管理层建立IT部门的服务体系，通过对IT运维和服务工作的流程优化，保障IT服务的效率和服务质量；数据层整合IT管理过程的相关信息和资源，进行统一管理，保证信息的完整性和安全性。论文最后对实施和持续改进运维管理体系的相关策略进行了阐述。 关键词：银行 数据集中 IT服务管理 ITIL ABSTRACT In the information technology course for decades, IT infrastructure bank is constantly expanding, large and small, hundreds of application development, the scale of the technology sector also continued to grow. But in this contact with the worlds leading technology sector, its daily management of still more use manual mode, operation and maintenance management depends mainly on individual ability and technical personnel, the lack of scientific management processes. This paper analyzes the operation and maintenance management status and problems of the national data bank concentration after, and then for the management of the bank IT departments are facing, more respected at home and abroad to introduce the current IT service management theory and related frameworks, standards, and based on the concept of IT service management best practices ITIL v3 framework proposed IT service lifecycle management, follow ITIL customer-centric, process-oriented, the core idea, put forward the national banking data centralized information system operation and maintenance management system building programs. The program combines people processes, technology and resources, the establishment of a flexible operation and to continually improve IT service management system. Operation and maintenance management system into the portal layer, business service management, IT process