I 摘要 随着“大数据”，“云计算”和“互联网+”等信息技术在勘测设计行业的广泛 应用，建筑信息模型（BIM）和数字工厂（DF）技术进入工程项目建设的整个生命 周期并扮演重要的角色。信息技术（IT）对勘察设计行业的工程设计、项目管理和 运营管理都产生了重要的影响。信息化对勘察设计企业至关重要，信息技术逐渐成 为了勘察设计企业快速发展和项目顺利完成的关键因素之一。面对勘察设计行业 日益增长的信息化需求，企业自身 IT 力量已无法满足企业自身的需要，外包作为 一种常见的信息化策略被业内企业广泛采用。外包很好解决人力不足，IT 技术实 力不足等问题也同时让企业能更加专注于核心业务和获得财务方面的优化。但是 由于国内外包市场的不成熟和企业在外包管理经验不足等客观因素下，外包过程 往往不够理想。如何提高外包服务质量，提高外包服务水平，成为各企业面临的主 要问题。 C 公司作为勘察设计行业中领头羊，信息化水平一直位于行业前列，面对日益 增长的信息化需求，C 公司信息中心采用“引进或委外定制开发为主，自主开发为 辅”的信息化策略解决日益增长的信息化需求与自身信息力量不足的问题。本文针 对 C 公司实施“委外定制开发”的外包软件开发的信息化策略后的信息化现状的 分析基础上，对信息技术基础架构库（ITIL）的发布管理在 C 公司信息中心的外包 软件开发服务管理活动中的实施应用进行研究。 本文以 ITIL 发布管理的理论研究为基础，首先介绍了 ITIL 发布管理理论的主 要内容、评价模型和实施方法，然后描述并结合 C 公司信息化和软件开发外包的 现状引入 ITIL 评估模型进行分析，着重针对 C 公司引入外包软件开发后管理中存 在的问题进行分析，应用 ITIL 持续改进模型，具体实施 ITIL 发布管理理论，解决 了 C 公司信息中心软件开发外包服务管理遇到的问题，实现了外包软件开发服务 质量和服务水平的提升，同时也提高了信息中心 IT 服务效率。 本文希望通过对 C 公司信息中心 ITIL 发布管理实施应用的研究，能够为勘察 设计行业企业信息中心或其他非 IT 行业企业内部 IT 组织实施 ITIL 发布管理理论 起到借鉴作用，同时也为国内企业实施 ITIL 发布管理进行外包服务管理提供经验 和参考。 关键词， ITIL，软件开发外包，成熟度评估模型，关键成功因素（CSF）ABSTRACT II ABSTRACT As theinformation technologysuchas BigData, Cloud Computingand Internet + is widelyused in the surveyand design industry, Building Information Modeling(BIM) and Digital Factory (DF) are playing an important role in the whole life cycle of project constructionrmationtechnology(IT)has animportantimpactonengineeringdesign, project management and operation management of survey and design industry. Informatization is very important for survey and design enterprises. Information technology has gradually become one of the key factors for the rapid development of survey and design enterprises and the smooth completion of projects. Faced with the increasing demand for information technology in the survey and design industry, enterprises'own IT strength has been unable to meet their own needs. Outsourcing, as a common information strategy, has been widely adopted by enterprises in the industry. Outsourcing can solve the problems of insufficient manpower and IT technology. At the same time, it enables enterprises to focus more on core business and obtain financial optimization.However,duetotheimmaturityofdomesticandforeignoutsourcingmarket and the lack of experience in outsourcing management, outsourcing process is often not ideal. How to improve the quality of outsourcing services and the level of outsourcing services has become a major problem faced by enterprises. As the leader of informationization in the survey and design industry, informationization level of C Company has always been at the forefront of the industry. Facing the increasing demand for information, C Company information center adopts the information strategyof introducing or outsourcing customized development as the main, supplementedbyindependentdevelopmenttosolvethegrowingdemandforinformation and its lack of information power. Based on the analysis of the informationization status of outsourcing software development after C Company implemented the strategy of outsourcing customization development, this paper studies the application of InformationTechnologyInfrastructure Library(ITIL) releasemanagementin outsourcing software development service management activities of C Company's information center. Based on the theoretical research of ITIL release management, this paper first introduces the main content of ITIL release management theory, ITIL Maturity Assessment Model and ITIL Continual Service Improvement Modle, then describes andABSTRACT III combinesthecurrent situationofCCompany'sinformatizationandsoftwaredevelopment outsourcing to introduce ITIL Maturity Assessment Model for analysis, focusing on the analysis of problems in management in C Company's introduction of outsourcing software development, then use the ITIL Continual Service Improvement Modle to implement the theory of ITIL release management concretely, at last solved the problems.At the samet time, It has encountered in the software development outsourcing service management of C Company's information center, improved the quality and service level of outsourcing software development, and also improved the IT service efficiency of information center. This paper hopes that through the research on the implementation and application of ITILrelease management in C Company's information center, it can provide reference for the implementation of ITIL release management theory in enterprise information center of survey and design industry or other non-IT industry enterprises, and also provide experience and reference fordomestic enterprises toimplement ITILrelease management for outsourcing service management. Keywords: ITIL, Software Development Outsourcing, Maturity Assessment Model， Critical Success Factors (CSF)目录 IV 目 录 第一章 绪论 ......................................................... 1 1.1 选题背景............................................................................................................ 1 1.2 研究目的和意义................................................................................................ 3 1.3 研究的方法和思路............................................................................................ 3 第二章 ITIL 及发布管理理论综述....................................... 5 2.1 ITIL 理论............................................................................................................. 5 2.1.1 ITIL 的特征............................................................................................... 5 2.1.2 ITIL 的价值............................................................................................... 5 2.1.3 ITIL 的历史............................................................................................... 6 2.1.4 ITIL 框架................................................................................................... 7 2.2 ITIL 发布管理..................................................................................................... 9 2.2.1 发布管理的基本概念.............................................................................. 9 2.2.2 发布管理的活动.................................................................................... 10 2.2.3 发布管理与项目管理............................................................................ 11 2.2.4 发布管理与软件开发外包管理............................................................ 12 2.3 ITIL 的绩效评价体系....................................................................................... 13 2.3.1 基线（Baseline）的设定原则 .............................................................. 13 2.3.2 考核指标的选取原则............................................................................ 14 2.3.3 考核指标的组成及创建原则................................................................ 14 2.4 ITIL 的实施方法............................................................................................... 17 2.4.1 评估模型................................................................................................ 17 2.4.2 改进模型................................................................................................ 19