新时科技公司IT服务管理研究
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摘要
目前,我国正在推行“以信息化带动工业化”战略,而这一宏观战略的实现有赖于作为微观经济主体的企业实现其自身业务运作的信息化。企业在信息技术革命大潮的机遇和挑战中,如何实现IT管理的规范化和流程化,提高IT系统的可控性,提高IT管理的效率和质量,已经成为中小企业迫切面临的重要课题。
以新时科技公司为研究对象的所代表的典型中小IT企业,从IT领域内多年的系统集成商向IT的服务提供商转型时期,更需要以信息技术服务管理(ITSM)为理论基础,实现企业服务模式的成功商务转型和实施。本文首先基于新时科技公司的现状,从公司经营状况和信息化建设现状分析后,提出信息服务管理工作面临的问题和挑战,引入IT服务管理理念,运用IT服务管理的基石ITIL(Information Technology Infrastructure Library信息技术基础设施库)最佳实践理论及内外部环境分析方法和IT流程成熟度模型理论,并在此基础上详细设计了新时科技公司IT服务管理方案,通过建立一系列适应业务发展需要及管理需求的运行服务管理流程,建设与之相配套的、适合公司业务特点的、对“运行维护与服务”起到支撑作用的电子化服务平台,从而使IT成为真正能够支持公司业务转型发展和日常运营的驱动力。
文中还从IT服务管理实施的风险及保障措施方面,就团队管理中的冲突管理、IT服务的质量保障及方法和企业文化建设及ITSM为企业带来的变革等方面的防范措施做了一些探索。本文仅针对新时科技公司IT管理现状提出了当前阶段的实施方案,IT服务管理的变革是一个循环反复和持续改善的过程,必须分步实施,通过不断地识别并定位差距,不断学习和总结,不断取得阶段性的成效和目标,才能逐步建立适应业务发展需要的IT服务管理模式。
Currently, we are executing the strategy of“Information Activating Industrialization”; however, its realization must depend on that the enterprises as micro-economic subject achieve the informationization of their business operation. What is an important task faced by the medium & small enterprises to improve the efficiency and quality of IT management of enterprises in the opportunities and challenges of information technology revolution.
As research object, Modern Time Technology Company, representing typical medium &small IT enterprises, need regard Information Technology service management (ITSM) as theoretical basis to successfully realize the business transformation and implementation in the period of transforming from system integrator to IT service provider. This text, based on the current situation of Modern Time Technology Company, firstly put forward the problems and challenges to information service management after analyzing the operation and information establishing status, introduces IT service management opinion, and utilized ITIL(Information Technology Infrastructure Library) best practical theories of IT service management and internal & external environment analysis and IT Process Maturity Model. Additionally, on this basis, a detailed IT services management scheme of Modern Time Technology Company are designed. By establishing a series of operation services management processes that satisfying requirements of business development and management, build a corresponding supporting E-service platform that fitting enterprise business characteristics and supporting“operation maintenance and services”so as to make IT to be the first driving force for supporting business transformation & development and daily operation.
The paper also discussed the preventive measures related to team collision management, quality guarantee and methods of IT service, establishment of enterprise culture and ITSM effects based on the risks and safeguard mechanism of IT service management implementation. The implementation scheme in current phase of the Company is put forward in this paper according to the current status of IT management of Modern Time Technology Company. The upgrading of IT services management is a repeating and ever-improving process, which should be carried out step by step. It is only by continuously identifying and determining the differences, keeping learning and summarizing and achieving stage results and targets one after another that IT services management mode meeting business development requirements could be established gradually.
以新时科技公司为研究对象的所代表的典型中小IT企业,从IT领域内多年的系统集成商向IT的服务提供商转型时期,更需要以信息技术服务管理(ITSM)为理论基础,实现企业服务模式的成功商务转型和实施。本文首先基于新时科技公司的现状,从公司经营状况和信息化建设现状分析后,提出信息服务管理工作面临的问题和挑战,引入IT服务管理理念,运用IT服务管理的基石ITIL(Information Technology Infrastructure Library信息技术基础设施库)最佳实践理论及内外部环境分析方法和IT流程成熟度模型理论,并在此基础上详细设计了新时科技公司IT服务管理方案,通过建立一系列适应业务发展需要及管理需求的运行服务管理流程,建设与之相配套的、适合公司业务特点的、对“运行维护与服务”起到支撑作用的电子化服务平台,从而使IT成为真正能够支持公司业务转型发展和日常运营的驱动力。
文中还从IT服务管理实施的风险及保障措施方面,就团队管理中的冲突管理、IT服务的质量保障及方法和企业文化建设及ITSM为企业带来的变革等方面的防范措施做了一些探索。本文仅针对新时科技公司IT管理现状提出了当前阶段的实施方案,IT服务管理的变革是一个循环反复和持续改善的过程,必须分步实施,通过不断地识别并定位差距,不断学习和总结,不断取得阶段性的成效和目标,才能逐步建立适应业务发展需要的IT服务管理模式。
Currently, we are executing the strategy of“Information Activating Industrialization”; however, its realization must depend on that the enterprises as micro-economic subject achieve the informationization of their business operation. What is an important task faced by the medium & small enterprises to improve the efficiency and quality of IT management of enterprises in the opportunities and challenges of information technology revolution.
As research object, Modern Time Technology Company, representing typical medium &small IT enterprises, need regard Information Technology service management (ITSM) as theoretical basis to successfully realize the business transformation and implementation in the period of transforming from system integrator to IT service provider. This text, based on the current situation of Modern Time Technology Company, firstly put forward the problems and challenges to information service management after analyzing the operation and information establishing status, introduces IT service management opinion, and utilized ITIL(Information Technology Infrastructure Library) best practical theories of IT service management and internal & external environment analysis and IT Process Maturity Model. Additionally, on this basis, a detailed IT services management scheme of Modern Time Technology Company are designed. By establishing a series of operation services management processes that satisfying requirements of business development and management, build a corresponding supporting E-service platform that fitting enterprise business characteristics and supporting“operation maintenance and services”so as to make IT to be the first driving force for supporting business transformation & development and daily operation.
The paper also discussed the preventive measures related to team collision management, quality guarantee and methods of IT service, establishment of enterprise culture and ITSM effects based on the risks and safeguard mechanism of IT service management implementation. The implementation scheme in current phase of the Company is put forward in this paper according to the current status of IT management of Modern Time Technology Company. The upgrading of IT services management is a repeating and ever-improving process, which should be carried out step by step. It is only by continuously identifying and determining the differences, keeping learning and summarizing and achieving stage results and targets one after another that IT services management mode meeting business development requirements could be established gradually.
引文
[1] 张劲. ISO/IEC20000推动ITSM发展. 每周电脑报, 2006,(9): 31
[2] Brian Johnson, Paul Wilkinson. IT Service Management From Hell: A Guide to Worst Practices. Holand: Van Haren Publishing, 2005
[3] 朱海林, 方乐, 梁晟, 金涛, 钱晨. IT服务管理, 控制与流程. 北京: 机械工业出版社, 2006,137-139
[4] 孙强, 左天祖, 刘伟. IT服务管理: 概念, 理解, 与实施. 北京: 机械工业出版社, 2004,17-18
[5] Office of Government Commerce. Introduction to ITIL. London: Stationery Office, 2005
[6] Viktor Clerc, Frank Niessink. IT Service CMM, a pocket guide. Holand: Van Haren Publishing, 2005
[7] 范向琪. ITSM从人治向流程跨越. 每周电脑报, 2006,(6): 24
[8] Brooks, P. Metrics of IT Service management. Holand: Van Haren Publishing, 2006
[9] 裴有福. CIO故事之十九 IT经理世界. 2006,(7): 82
[10] itSMF. A Dictionary of Service Management-Terms, Acronyms and Abbreviations. itSMF, 2002
[11] John Bartlett, etc…Service Support. OGC, 2001
[12] John Bartlett, etc…Service Delivery. OGC, 2002
[13] 孙震. ITSM化解四个难题. 中国计算机用户, 2005,(6):35
[14] Paul Graham, etc… ICT Infrastructure Management. OGC, 2002,21
[15] John Bartlett, etc…Application Management.OGC,2002
[16] 范宁. ITSM全面提升银行IT服务管理. 中国金融电脑, 2006(4):14-15
[17] 庄丽娟. 如何完成ITSM项目的需求分析工作. 中国计算机用户, 2005,(7): 33
[18] 刘多. IT服务管理及其在国内的发展. 中国传媒科技, 2005,(6):16-18
[19] 梁猛. 赛迪顾问最新专题报告之中国IT服务管理市场潜力巨大. 电子商务, 2006, (9): 73
[20] 博恩(Bon, J. v. ). 章斌. vIT服务管理——基于ITIL的全球最佳实践. 北京: 清华大学出版社, 2006
[21] 孙秋菊 电信运营支撑系统引入ITSM的探讨 网络电信 2005(11):24
[22] 孙强, 孟秀转. 细说IT服务管理. 六构建企业的IT服务管理体系——ESM方法论. 软件工程师, 2004,(9): 40-43
[23] Jan van Bon. IT service Management, an introduction based on ITIL. Holand: Van Haren Publishing, 2004, 21
[24] 张展. 自测ITIL成熟度. 中国计算机用户, 2006,(12): 29-30
[25] 郝一介. 金融业IT服务管理的多角度探析. 中国金融电脑, 2005,(10): 20-22
[26] 侯继涛. IT服务管理实施五原则 中国计算机用户, 2004,(17): 60
[27] 曹汉平, 王强, 贾素玲. 现代IT服务管理——基于ITIL的最佳实践. 北京: 清华大学出版社, 2005
[28] 中国惠普有限公司. 惠普之道——IT服务管理篇. 北京: 清华大学出版社, 2006, 34
[29] 张春建. ITSM从何入手. 中国计算机用户, 2006,(8): 42-43
[30] 孙玥. 如何实现ITSM知识库管理. 中国计算机用户, 2005, (23): 28
[31] 左天祖, 刘伟. 中国IT服务管理指南-ITIL白皮书. 北京: 北京大学出版社, 2004, 34
[32] 曹时易. ITIL的无限可能. 电子商务, 2006,(9): 37-40
[33] 史浩江. ITIL: 银行IT服务管理的利器. 华南金融电脑, 2005,(11): 11-13
[34] 荣合. 细读ITIL十大流程之三 ITIL的核心——服务等级管理. 中国计算机用户, 2005,(4): 38-39
[35] 迟振. 蓬勃发展的新兴领域_IT服务管理专题连载之四 IT服务管理的支持工具. 中国计算机用户, 2003,(29):48
[36] 左天祖, 刘伟. 中国IT服务管理指南. 北京: 北京大学出版社, 2004:98-100, 111-112
[37] 毕巍. IT管理_从人治到流程化. 中国计算机用户, 2006,(26): 27
[38] Ian van Bon. Six Sigma for IT Management . Holand: Van Haren Publishing, 2005, 13
[2] Brian Johnson, Paul Wilkinson. IT Service Management From Hell: A Guide to Worst Practices. Holand: Van Haren Publishing, 2005
[3] 朱海林, 方乐, 梁晟, 金涛, 钱晨. IT服务管理, 控制与流程. 北京: 机械工业出版社, 2006,137-139
[4] 孙强, 左天祖, 刘伟. IT服务管理: 概念, 理解, 与实施. 北京: 机械工业出版社, 2004,17-18
[5] Office of Government Commerce. Introduction to ITIL. London: Stationery Office, 2005
[6] Viktor Clerc, Frank Niessink. IT Service CMM, a pocket guide. Holand: Van Haren Publishing, 2005
[7] 范向琪. ITSM从人治向流程跨越. 每周电脑报, 2006,(6): 24
[8] Brooks, P. Metrics of IT Service management. Holand: Van Haren Publishing, 2006
[9] 裴有福. CIO故事之十九 IT经理世界. 2006,(7): 82
[10] itSMF. A Dictionary of Service Management-Terms, Acronyms and Abbreviations. itSMF, 2002
[11] John Bartlett, etc…Service Support. OGC, 2001
[12] John Bartlett, etc…Service Delivery. OGC, 2002
[13] 孙震. ITSM化解四个难题. 中国计算机用户, 2005,(6):35
[14] Paul Graham, etc… ICT Infrastructure Management. OGC, 2002,21
[15] John Bartlett, etc…Application Management.OGC,2002
[16] 范宁. ITSM全面提升银行IT服务管理. 中国金融电脑, 2006(4):14-15
[17] 庄丽娟. 如何完成ITSM项目的需求分析工作. 中国计算机用户, 2005,(7): 33
[18] 刘多. IT服务管理及其在国内的发展. 中国传媒科技, 2005,(6):16-18
[19] 梁猛. 赛迪顾问最新专题报告之中国IT服务管理市场潜力巨大. 电子商务, 2006, (9): 73
[20] 博恩(Bon, J. v. ). 章斌. vIT服务管理——基于ITIL的全球最佳实践. 北京: 清华大学出版社, 2006
[21] 孙秋菊 电信运营支撑系统引入ITSM的探讨 网络电信 2005(11):24
[22] 孙强, 孟秀转. 细说IT服务管理. 六构建企业的IT服务管理体系——ESM方法论. 软件工程师, 2004,(9): 40-43
[23] Jan van Bon. IT service Management, an introduction based on ITIL. Holand: Van Haren Publishing, 2004, 21
[24] 张展. 自测ITIL成熟度. 中国计算机用户, 2006,(12): 29-30
[25] 郝一介. 金融业IT服务管理的多角度探析. 中国金融电脑, 2005,(10): 20-22
[26] 侯继涛. IT服务管理实施五原则 中国计算机用户, 2004,(17): 60
[27] 曹汉平, 王强, 贾素玲. 现代IT服务管理——基于ITIL的最佳实践. 北京: 清华大学出版社, 2005
[28] 中国惠普有限公司. 惠普之道——IT服务管理篇. 北京: 清华大学出版社, 2006, 34
[29] 张春建. ITSM从何入手. 中国计算机用户, 2006,(8): 42-43
[30] 孙玥. 如何实现ITSM知识库管理. 中国计算机用户, 2005, (23): 28
[31] 左天祖, 刘伟. 中国IT服务管理指南-ITIL白皮书. 北京: 北京大学出版社, 2004, 34
[32] 曹时易. ITIL的无限可能. 电子商务, 2006,(9): 37-40
[33] 史浩江. ITIL: 银行IT服务管理的利器. 华南金融电脑, 2005,(11): 11-13
[34] 荣合. 细读ITIL十大流程之三 ITIL的核心——服务等级管理. 中国计算机用户, 2005,(4): 38-39
[35] 迟振. 蓬勃发展的新兴领域_IT服务管理专题连载之四 IT服务管理的支持工具. 中国计算机用户, 2003,(29):48
[36] 左天祖, 刘伟. 中国IT服务管理指南. 北京: 北京大学出版社, 2004:98-100, 111-112
[37] 毕巍. IT管理_从人治到流程化. 中国计算机用户, 2006,(26): 27
[38] Ian van Bon. Six Sigma for IT Management . Holand: Van Haren Publishing, 2005, 13