基于ITIL的A公司运维服务管理研究-项目管理专业论文.docxVIP

Abstract With the deepening of business information of A company,the operation and maintenance of IT system become more and more complex,the technical difficulty is also more and more high.The breadth and depth of IT operation and maintenance is increasing,A company has gradually exposed many problems,such as the current process could not already meet the needs of business development,the execution of the process has low efficiency;the coverage of operation system is not comprehensive enough,the job responsibilities are not definite,and the role division is also not clear;the increasing workload of maintenance and the high mobility of maintenance personnel lead to cost increase;safety management and technical measures are not perfect,there may be many man-made misoperation,which will cause that system security can easily be destroyed and invaded.In order to solve the above problems,it need for A company to improve and optimize the process,system,personnel,technology.ITIL(Information Technology Infrastructure Library),it is the information technology infrastructure library,which is a set of IT service management theory for the process that extracted from the practice of many organizations in the world,it is oriented-process,customer-centric,through combining the relationship among the personnel,process,technology,according to the process approach, and organizing the IT management activities,it gives the specific scope、objectives and functions,and execute the information of each process in a closed loop management way.From the project management’s point of view,the life cycle stage’s division of IT operation service management would ensure that the completion of the task is not out of line,in the beginning stages,it is necessary to collect the information of the customer’s needs,and design the service strategy goal and pass on the adjustment of organization structure and the division of duty,in the stage of schema desgin,it need to definite the each part of the work a