IT服务管理作为较为新颖的管理理论，被介绍进入国内的时间还不久，经 过这几年的发展，已经在一批大型商业企业和服务组织得到实践，并极大的改善 了这些企业的IT管理水平。而ITIL作为IT服务管理的最佳实践，可以有效提 升组织IT部门工作效率。也能提升IT部门与其他业务部门协同办公的协调性， 从而进一步提升组织的IT服务效率。相关论题的研究也有助于更好地规避各类 IT事件与故障的发生，保障公司或组织内部业务高效运营。HN电信作为一家省 级通信服务运营商，它的企业信息化部作为公司IT服务责任部门，其工作的开 展为HN电信整体的有序发展起到了积极促进作用。但工作过程中也存在一些问 题。这就需要通过科学有效的手段加以改善，以满足公司内外部对IT服务的需 求。 该文基于IT服务管理理论，以HN电信公司为研究对象，主要研究该公司IT 服务管理问题，运用问卷调查法，从HN电信公司IT服务管理的现状出发，总结 其IT服务管理工作中存在的主要问题，并提出与其对应的优化措施。结合问卷 调查结果，该文指出以下问题：规划建设不聚焦省内实际需求、组织架构设置不 合理、IT服务管理相关流程缺乏闭环控制、智能维护手段有待于加强。针对以上 提出的问题，该文提出以下动作举措：完善需求建设规划管理流程、优化IT部 门内部组织架构、加强相关管控流程的闭环控制、推进系统维护手段智能化建设。 同时，为获得更好的提升效果，该文还给出以下保障手段：在公司内部定期组织 培训，提高全员对IT服务管理的认知；推进以服务为中心的系统化运营保障体 系，特别是配套的组织架构构建；强化IT服务责任部门专业化属性，确保专业 的人做专业的事。通过以上手段保障IT服务能力不断提升。 关键词 ：通信运营商；IT服务管理；ITIL理论 河南财经政法大学硕士学位论文 II Abstract As a relatively new management theory, it service management has been introduced into China not long ago. After years of development, it service management has been practiced in a number of large commercial enterprises and service organizations, and greatly improved the IT management level of these enterprises. ITIL, as the best practice of IT service management, can effectively improve the work efficiency of IT department. It can also improve the coordination between IT department and other business departments, so as to further improve the IT service efficiency of the organization. The research on related topics can also help to better avoid the occurrence of various it events and failures, and ensure the efficient operation of internal business of the company or organization. As a provincial communication service operator, its enterprise information department is the responsible department of IT service of the company. Its work has played a positive role in promoting the orderly development of HN Telecom as a whole. But there are also some problems in the process of work. This needs to be improved by scientific and effective means to meet the needs of internal and external IT services. Based on the theory of IT service management, this paper mainly studies the problems of IT service management of HN telecom company. Based on the current situation of IT service management of HN telecom company, this paper summarizes the main problems existing in IT service management and puts forward corresponding improvement measures. Combined with the results of the questionnaire survey, this paper points out the following problems: the planning and construction does not focus on the actual needs of the province, the setting of organizational structure is unreasonable, the related process of IT service management lacks closed-loop control, and intelligent maintenance means need to be strengthened. In view of the above problems, this paper puts forward the following action measures: improve the demand construction planning management process, optimize the internal organizational structure of IT department, strengthen the closed-loop control of relevant control process, and promote the intelligent construction of system maintenance means. At the same time, in order to obtain better promotion effect, this paper also gives the following 河南财经政法大学硕士学位论文 III guarantee measures: regularly organize training within the company to improve the awareness of IT service management; promote the service-oriented systematic operation guarantee system, especially the construction of supporting organizational structure; strengthen the professional attribute of IT service responsible departments to ensure that professional people do professional things. Through the above means to ensure the continuous improvement of IT service ability.