众所周知，科技信息化是推动整个社会经济变革向前发展的关键驱动力之一, 高可靠的 IT 基础架构与效率化的 IT 服务交付是关键指标。随着中国金融行业整 体结构性改革的深入与前沿科技力量不断的注入，商业银行信息科技治理及服务 也在相应变革。其中 IT 服务性质的部门正愈发扮演着业务支持神经中枢的角色， 优质的金融服务的背后更需要优良 IT 服务的保障。 本文以 M商业银行的日常 IT 运维服务管理中所暴露的一些不足之处为研究 起点，旨在通过借鉴IT服务管理界的最佳实践之信息技术基础架构库框架(ITIL ① ) 为基础理论基线，并借助六西格玛 DMAIC 作为评估测量工具，来综合地提出 M 银行 IT 服务管理优化方案。笔者在研究过程中，借助问卷与访谈等调研方式来 探究现状与典型问题，并通过剖析与定位，列举问题的主要根源。本优化方案着 力对症下药，聚焦梳理 IT 服务流程、明确 IT 服务级别、完善 IT 服务知识库等 有针对性的优化举措。文末务实地提出相适配实施保障措施。 本文的研究目标是在于能帮助 M 银行在一定范围及程度上消除相对被动、 较为低效的 IT 服务管理窘境。也力求证明秩序井然的 IT 服务效能化运作对本银 行整体业务运转效率的提升是有积极意义的。此方案可供同业者在筹划类似的IT 服务管理优化方案时作为参考。 关键词，银行业；IT 运维；IT 流程；服务管理；IT 基础架构库；六西格玛；IT 服务管理等级。 ① ITIL: Information Technology Infrastructure Library，译作信息技术(IT)基础构架库。III Abstract As we all know, technology informatization is one of the key drivers to promote the development of the entire social and economic changes. Highly reliable IT infrastructure and efficient IT service delivery are key indicators. With the deepening of the overall structural reform of China's financial industry and the continuous injection of cutting-edge scientific and technological forces, the IT governance and services of commercial banks are also undergoing corresponding changes. The departments with the nature of IT services are increasingly playing the role of supporting the nerve center. The quality of financial services requires the protection of excellent IT services. This paper starts the research with some defects in the daily IT operation and maintenance service management of M Commercial Bank as the starting point of research. The purpose is to use the ITIL, which is the best practice of the IT service management community, as the theoretical research baseline, and the 6Sigma DMAIC as an auxiliary measurement tool to propose the IT service management optimization plan for Mbank.In the researchprocess,the causesofbottleneckproblemsare explored through surveys and interviews, and are analyzed to locate and enumerate the root causes of the problems. There are also ways to clarify optimization methods by grooming IT service processes and defining metrics. The author's research goal is to help the Bank eliminate the relatively passive, firefighting-like IT service management environment, and hope that the orderly IT service operation can help the overall efficiency of the Bank. This program is suitable for peers to refer to similar ITSM optimization work. Keywords，Banking; ITProcess; ITServiceOperation;ITIL; ITSM;6-sigma;ITSLA.目录 致谢................................................................I 摘要...............................................................II Abstract.......................................................... III 第 1 章 绪论.........................................................1 1.1 选题背景和研究意义............................................ 1 1.2 国内外研究现状评述............................................ 2 1.2.1 国外相关研究 ..............................................2 1.2.2 国内相关研究 ..............................................4 1.3 研究内容和研究方法............................................ 5 1.4 研究结构...................................................... 6 第 2 章 IT 服务管理相关理论基础 ......................................8 2.1 IT 服务管理概念 ............................................... 8 2.2 IT 服务管理最佳实践 ITIL....................................... 9 2.2.1 ITIL 框架的优势和特性 ....................................12 2.2.2 ITIL 框架的价值和局限 ....................................14 2.3 六西格玛 DMAIC 与 ITIL 的结合.................................. 15 第 3 章 M 银行 IT 服务管理现状分析 ...................................19 3.1 M 银行信息科技部门概况 ....................................... 19 3.2 M 银行外部 IT 服务管理现状 .................................... 20 3.3 M 银行内部 IT 服务管理现状 .................................... 21 3.3.1 M 银行信息系统概况 .......................................21 3.3.2 M 银行 IT 服务调研 ........................................22 3.4 M 银行 IT 服务管理问题分析 .................................... 24 3.4.1 IT 服务团队协作效率欠佳 ..................................26 3.4.2 IT 服务流程缺乏合理规划 ..................................273.4.3 IT 服务台调度缺乏协调性 ..................................27 3.4.4 IT 服务知识库缺乏规范性 ..................................28 第 4 章 M 银行 IT 服务管理优化方案 ...................................29 4.1 基于 ITIL 的 IT 服务设计优化................................... 30 4.1.1 IT 服务管理战略明确 ......................................31 4.1.2 IT 服务管理级别明确 ......................................33 4.1.3 IT 服务管理知识库完善 ....................................35 4.2 基于 ITIL 的 IT 服务流程优化................................... 36 4.2.1 IT 服务各项规程优化 ......................................37 4.2.2 IT 服务各线流程优化 ......................................38 4.2.3 IT 服务解决过程优化 ......................................47 4.3 六西格玛 DMAIC 对 IT 服务水平的评估............................ 50 第 5 章 优化方案的实施与保障........................................53 5.1 实施计划..................................................... 53 5.2 资源保障..................................................... 55 第 6 章 总结及展望..................................................57 6.1 研究成果..................................................... 57 6.2 研究展望..................................................... 58