基于ITIL的IT服务管理体系在跨国汽车企业中的研究——以戴姆勒公司为例-企业管理专业论文.docxVIP

iii摘 要 iii 随着汽车行业的高速发展，汽车企业对信息系统的要求越来越高，业务经 营与信息化建设的关系也变得更加紧密。很多汽车企业不重视 IT 服务管理，导 致建设的投入成本很高但是收效甚微，存在系统重复建设，系统流程复杂等诸 多问题。于是很多的汽车企业开始重视 IT 服务管理，并将它作为衡量 IT 运营 质量的标准。 ITIL（Information Technology Infrastructure Library）是 IT 服务管 理的实践标准，可以帮助企业建立共同的语言，文化以及企业业务整体运营质 量。实施 ITIL 对企业来说，不仅可以提高 IT 部门的生产效率，还可以推进 IT 与业务部门之间的相互融合，将 IT 部门从一个成本中心变为利润中心。 本论文在对 ITIL 相关理论进行充分研究的基础上，以戴姆勒大中华区投 资有限公司 IT 运营管理为例，分析企业的 IT 服务管理现状和需求，从 ITIL 的实践标准中找到了适合企业初期改进的方案，构建了以服务台管理，事件管 理，问题管理和变更管理为基础的 IT 服务管理模式，并对其具体的实施提出了 详细的计划和实施要领。最后，本文根据企业在实施 IT 服务管理体系后的预期 效果做出了评估与总结，并就跨国汽车企业在实施 ITIL 方面提出了几点建议。 关键词：IT 服务管理，ITIL，戴姆勒，应用系统 ivAbstract iv With the rapid development of the automotive industry, automotive business increases the demand for information systems, and business operation depends on the infrastructure of information technology even more. Due to poor information management, many auto companies have very high IT costs but the return is low. The problems include duplicate construction and complex system processes. Thus more and more auto companies start to focus on IT service management, and emphasize on good IT operation and maintenance services to enhance the level of enterprise IT management. ITIL (Information Technology Infrastructure Library) is adopted worldwide best practice standards for IT service management. It can help companies to establish a common language of communication, customer service, corporate culture and the overall business operations quality. For the companies which implemented ITIL, it will not only improve production efficiency of IT departments, but also promote mutual integration between IT and business departments, and enable a change from a cost center to a profit center for IT department. This paper is based on the adequate studies on ITIL theory, and use the example of IT operation management in some enterprise companies.This paper analyzes the enterprise IT service management status and demands, find suitable solutions from the early practice standards in ITIL, setup I