本论文研究的 C 公司是一家致力于手机等移动信息终端产品的研发、设计、制造、 销售和服务的现代化高科技企业，在过去的三年里，C 公司整合了旗下数十家子公司的 系统，由原来的多套不同的 ERP 系统整合成一套集中的 SAP 系统，由集团信息科技部 统一管理。由于系统的集中管理，IT 人员每天疲于处理来自 IT 用户的散状问题，但仍 受到业务部门的各种抱怨和压力，IT 管理层充分意识到存在的 IT 服务管理问题已经制 约了 IT 的继续转型，正在寻求解决当前困局的方法。本论文的目的是协助管理层找到 存在的 IT 服务管理问题，并提出改善对策以提升 C 公司的 IT 服务管理水平。 本论文首先介绍了国际上公认的 IT 服务管理体系标准——IT 基础架构库（ITIL）， 并从中学习了 IT 服务价值体系作为本论文的研究理论基础，IT 服务价值体系的核心是 ITIL 服务价值链，包括了“计划”、“互动”、“交付和支持”、“设计和转换”、“获取和建 设”、以及“持续改进”这六项活动。本文以 ITIL 服务价值链的这六项活动展开，首先 根据每个活动涉及的管理内容，分别介绍了 C 公司 IT 服务管理在服务价值链各活动的 管理现状；从现状中总结出当前面临的 IT 服务管理的问题，并借助 IT 服务满意度问卷 调查的方式，以验证这些 IT 服务管理问题的存在性，以及了解其严重程度；针对这些 IT 服务管理问题，本文使用 5why 分析法对其原因进行了逐一分析，找到问题的根源； 然后结合ITIL服务价值链各活动的最佳实践及C公司的实际情况设计改善问题的对策， 以改善公司目前面临的 IT 服务管理问题。最后，分析了 ITIL 项目的各项保障措施，为 ITIL 项目的实施提供支持。 本论文利用ITIL服务价值链的理论基础，对C公司的IT服务管理现状进行了分析， 找出 C 公司所存在的 IT 服务管理问题，分析了这些问题产生的原因，并针对这些问题 提出了改善对策，为 C 公司 IT 服务管理的提升指出了具体的方向，本文的研究方法对 于遇到 IT 服务管理问题的其他企业也具有一定的参考价值。 关键词：IT 服务管理；IT 基础架构库；IT 服务价值体系；服务价值链II ABSTRACT The Company C studied in this paper is a modern high-tech enterprise which is committed to the R & D, design, manufacturing, sales and service of mobile information terminal products such as mobile phones. In the past three years, company C has integrated the systems of dozens of its subsidiaries. The original multiple ERP systems have been integrated into a centralized SAP system, which is managed by the Information Technology Department of the group. Due to the centralized management of the system, IT personnel are tired of dealing with scattered problems from IT users every day. However, they are still under various complaints and pressures from business departments. The IT management is fully aware that the existing IT service management problems have restricted the continuous transformation of IT and is seeking solutions to the current difficulties. The purpose of this paper is to help the management to find out the existing IT service management problems, and put forward countermeasures to improve the IT service management level of C company. Firstly, this paper introduces the internationally recognized IT service management system standard, IT Infrastructure Library (ITIL), and studies IT Service Value System as the theoretical basis of this paper. The core of IT Service Value System is ITIL Service Value Chain, including six activities, which are "Plan", "Engage", "Deliver and Support", "Design and Transition", "Obtain and Build", and "Improve". According to the management content involved in each activity, we analyzed the current situation of the company's IT service management in each activity of the Service value chain. Then summarizes the problems of IT service management from the current situation and verified the existence and severity of these IT service management problems by means of IT service satisfaction questionnaire survey. We use the 5why analysis method to analyze and find out the root causes of these IT service management problems. Then we design solutions to solve the IT service management problems considering the best practices for the activities of ITIL Service value chain and Company C's actual situation, which may solve the current IT service management problems. At last, the paper analyzes the guarantee measures of ITIL project, and provides support for the implementation of ITIL project. Based on the theory of ITIL Service Value Chain, this paper analyzed the current situation of IT service management of C company, found out the problems of IT service management in C company, analyzed the causes of these problems, and put forward the improvement countermeasures for these problems, which may point out the specific direction for the promotion of IT service management for Company C. The research method of thisIII paper has a certain reference value for the other companies with IT service management problems. Keywords: IT service management (ITSM); IT infrastructure library (ITIL); IT Service Value System (SVS); Service Value ChainIV 目 录 摘要.....................................................................................................................................I ABSTRACT.......................................................................................................................... II 图表清单 ............................................................................................................................ VI 第一章 绪论........................................................................................................................1 1.1 研究背景和意义 .........................................................................................................1 1.2 文献综述.....................................................................................................................2 1.3 ITIL 基础理论介绍.....................................................................................................6 1.4 研究方法...................................................................................................................11 1.5 研究内容...................................................................................................................12 第二章 C 公司及 IT 服务管理介绍....................................................................................13 2.1 C 公司简介 ................................................................................................................13 2.2 C 公司 IT 服务管理现状 ...........................................................................................14 2.2.1 “计划”活动的现状 ............................................................................................15 2.2.2 “互动”活动的现状 ............................................................................................17 2.2.3 “交付和支持”活动的现状 ................................................................................19 2.2.4 “设计和转换”活动的现状 ................................................................................20 2.2.5 “获取和建设”活动的现状 ................................................................................21 2.2.6 “持续改进”活动的现状 ....................................................................................22 2.3 本章小结...................................................................................................................23 第三章 C 公司 IT 服务管理问题及分析............................................................................24 3.1 C 公司 IT 服务管理用户满意度调查 ........................................................................24 3.2 C 公司 IT 服务管理存在的问题................................................................................26 3.2.1 “计划”活动的管理问题 ....................................................................................26 3.2.2 “互动”活动的管理问题 .................................................................................27 3.2.3 “交付和支持”活动的管理问题......................................................................27 3.2.4 “设计和转换”活动的管理问题......................................................................28 3.2.5 “获取和建设”活动的管理问题......................................................................29 3.2.6 “持续改进”活动的管理问题..........................................................................29 3.3 C 公司 IT 服务管理问题原因分析 ............................................................................29V 3.4 C 公司 IT 服务管理问题及原因汇总 ........................................................................33 3.5 本章小结...................................................................................................................34 第四章 IT 服务管理改善对策............................................................................................35 4.1 总体设计...................................................................................................................35 4.1.1 设计原则 ............................................................................................................35 4.1.2 总体改善框架 ....................................................................................................35 4.1.3 系统模块设计 ....................................................................................................38 4.2 IT 服务管理问题改善对策设计 ................................................................................40 4.2.1“计划”活动改善对策 .........................................................................................40 4.2.2 “互动”活动改善对策 .....................................................................................42 4.2.3 “交付和支持”活动改善对策.............................................................................43 4.2.4 “设计和转换”活动改善对策..........................................................................50 4.2.5 “获取和建设”活动改善对策..........................................................................54 4.2.6 “持续改进”活动改善对策 .............................................................................56 4.3 IT 服务管理问题改善对策汇总 ................................................................................58 4.4 本章小结...................................................................................................................61 第五章 IT 服务管理的保障措施........................................................................................62 5.1 组织与人员保障 .......................................................................................................62 5.2 信息技术保障 ...........................................................................................................63 5.3 第三方公司保障 .......................................................................................................64 5.4 项目过程管理保障....................................................................................................65 5.5 本章小结...................................................................................................................66 结 论...................................................................................................................................67