I 摘要 近年来，随着互联网信息技术的飞速发展，全球经济活动在彻底变革，企业 原有的生存和发展模式及经营环境发生了相当大的变化。新时代对企业的要求致 使传统的管理模式已经难以与之相匹配。信息技术不断变化的新生力量，在一定 程度上导致了世界经济格局的变化，同时为很多行业的变革提供了机会，为企业 运营从量变到质变的飞越提供了可能性。伴随信息技术产生的新战略、新管理模 式在企业中大力推广，企业希望通过购买大量的软硬件资源，提升其信息技术能 力，于是信息化项目建设步伐不断加快，IT 资产越来越多，IT 系统的规模不断扩 大、IT 应用的内容日趋复杂。业务地扩展，也对企业的 IT 技术及管理提出了新的 更高的要求。然而没有明确的标准和规范的流程，IT 管理还停留在混乱的状态， IT 运维效率得不到有效的提升，也很难在企业推广和应用。企业的思路开始更新， IT 管理逐渐从基础设施建设向 IT 服务质量提高方向转变。IT 技术日新月异的应用， 需要更加合理的 IT 服务管理方式来配合，以便 IT 服务能够顺势而变，跟上步伐， 为企业提供更好的服务。民航业是高度依赖信息技术的行业，庞大、复杂的 IT 项 目与 IT 管理混乱、低效的矛盾更为突出。如何才能管理民航庞大的 IT 系统，使其 能够稳定、高效的运行是全国乃至世界民航业的一个重要的议题。 本文以 G 航空公司为主要研究对象，以在 MBA 课程中学到的知识为基础， 探究以 ITIL 理论为架构的 IT 运维服务管理在民航中的应用。IT 运维管理虽然在 G 公司跟随信息发展时同步存在，但是基于 ITIL 成体系的管理模式还在不断探索， 运行中仍然存在的很多的问题有待解决。基于这样的背景，本文旨在以科学的流 程分析优化理论为指引，采用适当的工具对流程现状进行分析，查找 IT 运维流程 存在的问题，寻找优化机会，建立优化方案，在工作中实践并试验和执行优化方 案，并对优化后的结果进行绩效等数据分析，对方案的实施效果进行科学的评价。 希望借助此次对IT服务管理进行的优化实施，总结ITIL最佳实践的经验教训， 建立 IT 运维流程优化的有效模型，在未来能够转变为一种常态、标准。给公司业 务提供强有力的支撑作用，增强公司在竞争中的优势。 关键词，ITIL，服务管理，流程管理，持续改进，绩效考核。ABSTRACT II ABSTRACT In recent years, with the rapid development of Internet information technology, global economic activities have undergone radical changes, and the original survival and development models and business environment of enterprises have undergone considerable changes. The traditional enterprise management model obviously cannot meet the requirements of the times. Information technology has caused a major change in the world economic structure and many industries, and has caused some companies to fly from quantitative to qualitative changes. With the new strategy and new management model generated by information technology, it is vigorously promoted in enterprises. Enterprises hope to improve their information technology capabilities by purchasing a large number of software and hardware resources. Therefore, the pace of construction of information technology projects is accelerating, IT assets are becoming increasingly large, and IT applications are The scale is also growing, and the structure of IT applications is becoming more and more complex. The expansion of business has also put forward new and higher requirements for enterprise IT technology and management. However, there is no clear standard and standardized process, IT management is still in a state of chaos, IT operation and maintenance efficiency is not effectively improved, and it is difficult to promote and apply in enterprises. The enterprise's thinking began to update, and IT management gradually shifted from infrastructure construction to IT service quality improvement. With the ever-changing IT applications, more and more reasonable IT service management methods are needed to ensure that IT services can operate flexibly, conveniently, safely and steadily. The civil aviation industry is an industry that is highly dependent on information technology. The contradiction between large and complex IT projects and IT management confusion and inefficiency is more prominent. How to manage the huge IT system of civil aviation so that it can operate stably and efficiently is an important issue in the civil aviation industry in the country and the world. This paper takes G Airlines as the main research object, and based on the knowledge acquired in the MBA course, explores the application of IT operation and maintenance service management based on ITIL theory in civil aviation. Although the operation and maintenance management of IT is synchronous with the development ofABSTRACT III information in the company of G, the management model based on the ITIL system is still being explored, and many problems still exist in the operation remain to be solved. Based on this background, this paper aims to use scientific process analysis and optimization theory as a guide, use appropriate tools to analyze the current status of the process, find problems in the IT operation and maintenance process, find optimization opportunities, establish optimization plans, and practice at work. And test and execute the optimization plan, and analyze the performance and other data of the optimized plan, and make a scientific evaluation of the implementation effect of the plan. I hope that with the optimization and implementation of IT service management, summarize the lessons of ITIL best practices, and establish an effective model for IT operation and maintenance process optimization, which can be transformed into a normal state and standard in the future. Provide a strong support for the company's business and enhance the company's competitive advantage. Keywords: ITIL, service management, process management, continuous improvement, performance appraisal.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 ............................................................................................... 2 1.3 研究方法和思路 ............................................................................................... 3 1.3.1 研究方法 ................................................................................................ 3 1.3.2 研究思路 ................................................................................................ 4 1.4 论文创新和局限 ............................................................................................... 5 1.4.1 创新之处 ................................................................................................ 5 1.4.2 局限性 .................................................................................................... 5 第二章 相关理论综述及国内外研究和应用现状........................................................ 7 2.1 ITIL 管理理论及实践模型................................................................................ 7 2.1.1 ITIL 简介................................................................................................. 7 2.1.2 ITIL 框架及实践模型............................................................................. 7 2.1.3 ITIL 理论最佳实践模型....................................................................... 10 2.1.4 ITIL 国内外研究现状............................................................................11 2.2 IT 服务管理——ITIL 最佳实践..................................................................... 15 2.2.1 IT 服务管理的定义 .............................................................................. 15 2.2.2 IT 服务管理的核心思想 ...................................................................... 15 2.2.3 IT 服务管理国内外研究动态及应用现状 .......................................... 16 2.3 IT 服务管理工具 ............................................................................................. 18 2.4 流程优化理论及方法 ..................................................................................... 19 第三章 G 航空公司 IT 运维管理现状分析 ................................................................. 22 3.1 G 航空公司信息部及背景介绍 ...................................................................... 22 3.1.1 G 公司信息部组织机构介绍及职责说明 ........................................... 22 3.1.2 G 航空公司 IT 运维管理主要业务 ..................................................... 24 3.1.3 G 航空公司 ITIL 实施情况.................................................................. 25 3.2 G 公司 IT 运维服务管理的关键要素 ............................................................ 26 3.3 G 公司 IT 运维管理主要业务流程梳理与分析 ............................................ 27 3.3.1 IT 运维管理业务主要流程 .................................................................. 27 3.3.2 IT 运维管理流程的梳理 ...................................................................... 27目 录 V 3.4 IT 运维管理业务流程现状分析及存在的主要问题 ..................................... 28 3.5 G 公司 IT 服务管理问题分类分析 ................................................................ 33 3.6 G 公司 IT 运维流程主要问题原因分析 ........................................................ 34 第四章 G 航空公司 IT 运维管理流程优化改进方案 ................................................ 37 4.1 G 公司 IT 运维管理流程优化的总体规划.................................................... 37 4.1.1 IT 运维管理流程优化的目的 ............................................................. 37 4.1.2 IT 运维流程优化的指导方针 ............................................................. 37 4.1.3 IT 运维流程优化的目标 ..................................................................... 38 4.2 事件管理流程优化设计分析 ......................................................................... 38 4.2.1 事件管理流程分析 .............................................................................. 39 4.2.2 事件管理的目标流程设计 .................................................................. 40 4.3 问题管理的优化机会分析 ............................................................................. 42 4.3.1 问题管理流程分析 .............................................................................. 42 4.3.2 问题管理的目标流程设计 .................................................................. 45 4.4 变更管理的优化机会分析 ............................................................................. 47 4.4.1 变更管理的流程分析 .......................................................................... 47 4.4.2 变更管理的目标流程设计 .................................................................. 48 4.5 本章小结 ......................................................................................................... 50 第五章 G 公司 IT 运维管理流程优化实施保障及效果 ............................................ 51 5.1 G 公司 IT 运维流程优化方案的试点运行.................................................... 51 5.2 G 公司 IT 运维管理流程优化效果 ................................................................ 51 5.2.1 服务台和事件管理流程优化成效 ...................................................... 51 5.2.2 问题管理带来的领域成效 .................................................................. 52 5.2.3 变更管理带来的成效 .......................................................................... 54 5.3 IT 运维管理成功实施的关键要素 ................................................................. 55 5.4 G 公司 IT 运维流程优化方案的推广和持续优化 ....................................... 55 第六章 总结与展望...................................................................................................... 57 6.1 研究总结 ......................................................................................................... 57 6.2 研究展望 ......................................................................................................... 58 致谢............................................................................................................................ 59