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MBA硕士毕业论文_前海航空IT服务管理优化研究DOC

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随着互联网+时代的到来,信息技术在民航行业发展中的作用日益重要,各 航空公司都加大在信息化建设上的投入以其增强企业竞争力,因此,越来越多 的航空企业开始关注IT服务管理,如何确保IT资源高效运作、信息系统及设备 可靠运行,成为其关注的重点工作。前海航空作为一家初创民营航空公司,信 息技术是其重要创新手段之一,公司将快速引入大量信息系统和IT资源,IT服 务需求更加多元化。在此情况下,如何提高IT服务管理能力,提供更加安全、 可靠的IT服务,已成为作为IT服务提供者的前海航空信息部即将面临的严峻挑 战。 本文以前海航空IT服务管理为研究对象,通过对前海航空IT服务管理现状 进行了分析,针对其IT服务管理的问题,运用ITIL体系规范,提出了IT服务管 理优化方案。本文首先调研了前海航空IT服务管理现状,归纳出公司IT服务管 理所存在的问题。接着,以ITIL的体系规范作为理论基础,对与前海航空当前 IT服务存在的问题关联度较高的服务设计(服务级别管理)、服务转换(配置管 理、变更管理)、服务运营(事件管理、问题管理)的三个生命周期进行了分 析。然后基于ITIL,提出了一套针对前海航空IT服务管理优化的解决方案,解 决方案内容主要包括建立和优化IT服务工作规范如建立配置管理、变更管理、 完善事件管理流程,创建与客户之间重要的联系窗口信息服务台等。最后对前 海航空IT服务管理优化的未来实施,提出了保障措施。 本论文通过对前海航空IT服务管理优化的研究,一方面有助于重新定义和 优化前海航空的IT服务流程,从而提升IT服务质量,提高客户满意度;另一方 面希望能为对目前正面临IT服务管理问题的其他企业提供一些借鉴和思路,尤 其是有着很多共性的中小航空企业。 关键词:IT服务管理,ITIL, 信息管理, 航空II THE RESEARCH ON IT SERVICE MANAGEMENT OPTIMIZATION FOR QIANHAI AIRLINES Abstract With the advent of Internet accelerated speed era, Information technology (IT) plays an increasingly important role in the development of civil aviation industry, and each airline company have increased investment in information construction to enhance their competitiveness. Therefore, it became the chief tasks how to make IT resources utilization more effectively, and then more and more enterprises have begun to attach importance to IT services and management. Qianhai Airlines Company as a start-up private airline which regarded information technology as one of the important innovative means will rapidly introduce massive information systems and IT resources, and then the requirement of IT services will embody more diversity. In such cases, it has been a challenge to be faced with Information Services Department that how to optimize and enhance IT services management to provide more safety, reliable and sustainable IT services for QianhaiAirlines as an IT service provider. In this dissertation, IT service management of Qianhai Airlines was taken as research object, through analyzing its present status, aiming at the problems of its IT service management, using the ITIL system specification, the optimization scheme of IT service has been proposed. Firstly, with investigations the current situation of IT service management of Qianhai Airlines executed, the existing problems have been summarized. Secondly, based on the ITIL system specification, the three life cycles of service design (service level management), service transformation (configuration management, change management) and service operation (event management, problem management) which are highly related to the current IT service problems of Qianhai Airlines have been analyzed. Then, based on ITIL, a set of solutions for the optimization scheme for IT service management of Qianhai Airlines are proposed which mainly include the establishment and optimization of IT service regulations, such as the establishment of configuration management, change management, the improvement of event management process, and the information desk creation contacting with customers. Finally, the guarantees have been put forward for future implementation of IT service management optimization in QianhaiAirlines. The research on the optimization of Qianhai Airlines IT service management could help to redefine and optimize the IT service process, so as to improve the quality of IT service andIII improve customer satisfaction; it also would be hoped to provide some reference and ideas for other enterprises currently facing the similar problems, especially for small and medium-sized aviation enterprises with many common characteristics. Key Words: IT Service Management, ITIL, IT Management,AviationIV 目 录 中文摘要........................................................................................I Abstract ......................................................................................II 第一章 绪论..................................................................................1 1.1 研究背景和意义............................................................................................. 1 1.1.1 研究背景............................................................................................... 1 1.1.2 研究意义............................................................................................... 2 1.2 研究内容.........................................................................................................2 1.3 研究方法与思路............................................................................................. 3 第二章 IT 服务管理相关理论.........................................................5 2.1 IT 基础架构库................................................................................................ 5 2.1.1 IT 基础架构库发展简介......................................................................5 2.1.2 ITIL 版本区别与联系..........................................................................5 2.1.3 ITIL核心内容...................................................................................... 6 2.2 IT 服务管理....................................................................................................8 2.3 企业信息化理论........................................................................................... 10 第三章 前海航空 IT 服务管理现状............................................... 11 3.1 前海航空公司简介....................................................................................... 11 3.1.1 公司基本情况..................................................................................... 11 3.1.2 公司 IT 建设情况...............................................................................12 3.2 IT 服务管理现状.......................................................................................... 13 3.2.1 IT 服务的主要内容............................................................................13 3.2.2 现有 IT 服务制度...............................................................................14 3.3 公司 IT 服务管理存在的问题.....................................................................15 第四章 前海航空 IT 服务管理优化分析........................................17V 4.1 IT 服务管理优化范围.................................................................................. 17 4.2 IT 服务设计分析.......................................................................................... 18 4.2.1 服务目录管理分析.............................................................................18 4.2.2 服务级别管理分析.............................................................................19 4.3 IT 服务转换分析.......................................................................................... 22 4.3.1 配置管理分析..................................................................................... 22 4.3.2 变更管理分析..................................................................................... 25 4.4 IT 服务运营分析.......................................................................................... 27 4.4.1 服务台分析......................................................................................... 27 4.4.2 事件管理分析..................................................................................... 29 4.4.3 问题管理分析..................................................................................... 30 第五章 前海航空 IT 服务管理优化设计........................................33 5.1 IT 服务管理的优化原则和目标..................................................................33 5.1.1 IT 服务管理的优化原则....................................................................33 5.1.2 IT 服务管理的优化目标....................................................................34 5.2 IT 服务设计..................................................................................................34 5.2.1 目录管理设计..................................................................................... 34 5.2.2 服务级别管理设计.............................................................................35 5.3 IT 服务转换..................................................................................................37 5.3.1 配置管理设计..................................................................................... 38 5.3.2 变更管理设计..................................................................................... 39 5.4 IT 服务运营..................................................................................................42 5.4.1 IT 服务台设计.................................................................................... 42 5.4.2 事件管理设计..................................................................................... 43 5.4.3 问题管理设计..................................................................................... 45 第六章 前海航空 IT 服务管理优化实施保障.................................48VI 6.1 IT 服务管理优化实施计划..........................................................................48 6.2 IT 服务管理优化实施保障措施..................................................................49 6.2.1 实施的组织保障................................................................................. 49 6.2.2 激励制度保障..................................................................................... 49 6.2.3 实施的文化保障................................................................................. 50 6.2.4 实施的质量保障................................................................................. 50 6.2.5 实施的人力资源保障.........................................................................51 第七章 结论与展望......................................................................52 7.1 结论...............................................................................................................52 7.2 展望...............................................................................................................52