摘要
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摘要
随着信息技术的发展，越来越多的科研院所步入信息时代。信息技术为科学
研究带来了机遇与便利，科研人员可以很方便地从互联网上获取最新的科学技术
知识，同时财务、设备、材料等方面也实现了自动化管理。但另一方面，各类软
硬件系统功能的丰富也使整个 IT 系统变得越来越复杂，这给 IT 运维管理人员的工
作带来很大的挑战

EP 研究院信息中心作为该研究院下属单位，主要业务是面向全院提供各类信
息资源、信息产品和信息服务。由于工作流程设置不合理，导致目前 IT 运维管理
工作中存在着不少问题，例如：运维工作缺乏有效记录，相关软硬件配置信息获
取很不方便；运维过程缺乏有效监管，操作普遍存在随意性；运维管理经验的共
享和沉淀没有有效途径。上述一系列问题导致了两个严重的负面影响：一是 STIP
网用户对网站服务满意度低，二是业务部门对 IT 系统故障处理低效率不满

本文以流程优化的理论与方法为基础，以 ITIL 基础框架为参照，对 EP 研究
院信息中心 IT 运维管理业务流程进行流程诊断、流程优化研究。首先，介绍了流
程优化、流程诊断及优化工具等相关理论，并对 IT 运维管理、IT 服务管理和 ITIL
等的发展和内容进行阐述，为论文的撰写打下了坚实的理论基础。其次，对 EP 研
究院信息中心的主要业务和 IT 运维管理流程的现状进行梳理与分析，运用关键成
功因素法确定了事故管理、数据管理、问题管理三个关键流程作为优化对象，并
运用帕累托分析法、因果分析法对三个关键流程进行诊断与分析。最后，运用 ECRS
分析法对原流程不足之处进行优化，形成了 IT 运维管理流程优化方案。本文提出
的改进方法可为各类机构的信息部门 IT 运维管理业务流程优化提供参考

关键词：IT 运维管理，IT 服务管理，ITIL，流程优化ABSTRACT
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ABSTRACT
With the development of information technology, more and more scientific
research institutions are also stepping up information tide strikes. Information
technology brings opportunities and facilities for scientific research, researchers can get
the latest scientific and technical knowledge from the Internet easily. At the same time,
automated management of finance, equipment and materials have been realized. On the
other hand, multiple functions of software and hardware system make the whole IT
system become increasingly complex. Various types of institutions is increasing
dependence on information systems, IT operations managers are facing great challenges
in terms of their job.
Information Center is a subordinate department of EP Academy,the major business
is providing all kinds of information resources, products and information service to the
academy.Due to the unreasonable workflow settings, many problems are emerging
about the IT operation management.For example, due to lack of documents about IT
operation management, it is not easy to Obtain related configuration information of
hardware and software; lack of effective regulation, IT operation manager change the
configuration of hardware and software optionally; there is no effective way to share the
IT operation management knowledge. Two negative effects are caused by these
phenomena: first, users of the web site are not satisfied with the service of the web site;
second, the business departments are dissatisfied with the inefficiency of fault handling.
This paper is based on the theories and methods of process optimization, and the
business process of IT operation management in EP Academy Information Center will
be studied. First of all, the theory of process optimization, the tools of process diagnosis
and process optimization are produced. Then the development and concepts of IT
operation management, IT service management and ITIL are expounded.Secondly, the
major business of EP Academy Information Center and the current situation of IT
operations management processes are also introduced. Then, incident management,data
management, problem management will be taken as the object of the optimization, and
the three processes will be diagnosed and analyzed by using Pareto Analysis and Causal
Factor Analysis. Finally, the defects of original process are optimized by using
ECRS,the solutions of IT operations management process optimization are formed atABSTRACT
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the same time. The methods about IT operations management process optimization can
provide references for various types of information departments.
Keywords：IT Operation Management，ITSM,ITIL, Process optimization目 录
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目 录
第一章 绪 论...... 1
1.1 研究背景 .... 1
1.2 研究意义 .... 2
1.3 研究内容和方法 .... 2
1.4 论文框架 .... 3
1.5 本章小结 .... 3
第二章 相关概念与理论综述.... 4
2.1 流程及流程优化的理论 .... 4
2.1.1 流程的概念 . 4
2.1.2 流程再造与流程优化 ......... 5
2.1.3 流程优化的步骤 ..... 7
2.2 流程诊断工具 ........ 7
2.2.1 关键成功因素法 ..... 7
2.2.2 因果分析法 . 8
2.2.3 帕累托分析法 ......... 8
2.3 流程优化工具 ........ 9
2.3.1 ECRS 分析法 ........... 9
2.3.2 ESIA 分析法9
2.4 IT 运维管理与 ITSM.......... 9
2.4.1 IT 及 IT 运维管理.... 9
2.4.2 IT 服务管理概念与基本原理........ 10
2.5 ITIL 11
2.5.1 ITIL 的发展.11
2.5.2 ITIL 的内容.11
2.6 本章小结 .. 12
第三章 EP 研究院 IT 运维管理业务现状....... 13
3.1 EP 研究院信息部门简介 ......
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