基于ITIL的IT服务管理的设计和实现-计算机应用技术专业论文.docxVIP

『喃喃 浙江大学硕士学位论文 Abstract Abstract Wi由the rapid development of information technology for enterprises，由e complexity of the system increasingly rises up. Resulting in the enterprises cannot be efficient and economical use of IT resources. The concept of IT Service Management( 盯SM) have been proposed under this context，which emphasizes the needs of 1丁 services and business effective integration， while focusing on the costs and benefits of IT investment. Intemationally，1日M，HP，M?crosoft and some other companies have put forward the corresponding solution，but its high price threshold is making a lot of SMEsc缸mot afford. Based on deep analyzing and researching of the concept of IT Service Management based on ITIL，an 1丁 Service Management platform - ITDirect Management System based on 1丁IL is structured. Through the system it can achieve the e班icient 1丁 resource management and cost control，thereby a lower cost and a more reasonable process can improved the IT service quality and customer satisfaction ，and to help users manage IT reso町ces in the way of stability reliability，convenience and efficiency. At the same time，IT service processes 町e standardized so that the workload of the service personnel could be quantified thus offering an efficient evaluating way for the managers. ηlis paper first introduces the basic concepts of ITIL and the background and development of the IT service management ，and then deep analyzes the elements and the concepts of 1丁 Service Managemen t. And then on the research of the ten core processes of ITIL，a function (service desk function) and their inter-relationship ，the concrete steps of the 1丁Direct Management System are built. Then the ITDirer Management System is desi伊ed and implemented based on 由e steps. Keywords: ITIL，1丁 Service Management ，ITDirect Management System 11 嘀嘀 浙江大学硕士学位论文 目录 目录 摘要………..…....… ABSTRACT............. ….......