IT运维管理的作用是使IT部门提高服务质量，更好地保障公司业务的连续运 行，提高企业竞争力。天津港欧亚国际集装箱码头（Tianjin Port Euro Asia Container Terminal，TECT)有限公司是天津港集团下属公司，它的集装箱装卸生产业务过程 高度依赖于信息系统。由于IT事件的不断发生，IT运维人员响应和解决故障时间 长造成公司非计划生产停顿时间长，业务部门对于IT运维低效率的工作不满。 本论文以信息技术基础架构库(Information Technology Infrastructure Library, ITIL)、故障及知识库理论和流程分析方法为基础，以TECT公司为研究对象，通过 分析公司IT运维管理的现状和问题，从流程、人员、技术方面出发提出并制定了公 司的IT运维管理提升方案，实现IT运维管理由被动处理到主动控制的转变。首先， 分析公司的IT运维管理流程设计、人员工作分派不合理、没有已知故障知识库的现 状，并使用鱼骨图方法与基于历史数据的技术分析对这些问题原因进行剖析和提炼。 然后，利用ITIL理论和流程分析方法制定运维流程与人员提升方案，并辅以从历史 数据整理的已知故障知识库的技术方法作为流程支撑。最后，实施提升方案，制定 保障措施确保公司方案的顺利实施，并制定持续改进方案。通过所做的IT运维管理 分析和提升，提高了解决故障速度，平均响应时间和解决故障的时间分别减少到之 前的41.3%和36.5%，提升用户的满意度，并能对同行企业的IT运维管理提供具有 参考价值的信息。 关键词：IT运维管理；知识库；流程分析 II Abstract The role of IT operation and maintenance management is to enable IT departments to improve service quality, better protect the continuous operation of the company's business, and improve the competitiveness of enterprises. Tianjin Port Euro Asia Container Terminal (TECT) Co., Ltd. is a subsidiary of Tianjin Port Group. Its container handling business process is highly dependent on IS. Due to the continuous occurrence of IT incidents, the IT operation and maintenance personnel responded to and solved the long failure time, resulting in a pause in unplanned production. The business department was dissatisfied with the low efficiency of IT operation and maintenance. Based on the Information Technology Infrastructure Library (ITIL), fault and knowledge base theory and process analysis methods, this paper takes TECT as the research object and analyzes the status and problems of the company's IT operation and maintenance management. In terms of personnel and technology, the company proposed and formulated the company's IT operation and maintenance management improvement program to realize the transformation of IT operation and maintenance management from passive processing to active control. First, analyze the company's IT operation and maintenance management status, and use the fishbone diagram method and historical data-based technical analysis to analyze and refine the causes of these problems. Then, the ITIL theory and process analysis method are used to formulate the operation and maintenance process and personnel improvement plan, and supplemented by the technical method of the known fault knowledge base compiled from historical data as the process support. Finally, implement an improvement plan, develop safeguards to ensure the smooth implementation of the company's plan, and develop a continuous improvement plan. Through the analysis and improvement of IT operation and maintenance management, the speed of solving the problem has been improved, and the average response time and time to resolve the problem have been reduced to 41.3% and 36.5%, respectively, to improve user satisfaction, and to IT for peer companies. Operation and maintenance management provides information with reference value. Key words: IT Operation Management; Knowledge Database; Process Analysis III 目 录 UU摘要UU ................................................................................................................................. I UUAbstractUU .................................................................................................................................. II UU第一章 绪论UU .................................................................................................................... - 1 - UU1.1 选题背景与选题意义UU ............................................................................................... - 1 - UU1.2 研究方法与研究目的UU ............................................................................................... - 1 - UU1.3 研究内容与论文框架UU ............................................................................................... - 2 - UU第二章 相关理论与方法UU ................................................................................................ - 5 - UU2.1 IT基础架构库UU ........................................................................................................... - 5 - UU2.1.1 概念界定UU ........................................................................................................ - 5 - UU2.1.2 研究介绍UU ........................................................................................................ - 7 - UU2.1.3 理论比较UU ........................................................................................................ - 8 - UU2.2 IT运维故障UU ............................................................................................................... - 8 - UU2.3 知识库UU ....................................................................................................................... - 9 - UU2.4 流程分析UU ................................................................................................................. - 10 - UU第三章 TECT公司IT运维管理现状UU ............................................................................ - 11 - UU3.1 TECT公司及IT运维管理概况UU ............................................................................... - 11 - UU3.2 IT运维管理业务流程分类整理UU ............................................................................. - 14 - UU3.3 IT运维管理的问题 ................................................................................................. - 15 - UU3.3.1 流程与人员问题UU .......................................................................................... - 15 - UU3.3.2 技术问题UU ...................................................................................................... - 16 - UU第四章 IT运维管理问题分析UU ...................................................................................... - 17 - UU4.1 IT运维流程与人员分析UU ......................................................................................... - 17 - UU4.1.1 突发事件管理流程诊断UU .............................................................................. - 18 - UU4.1.2 突发事件管理流程的核心运转机制分析UU .................................................. - 20 - UU4.1.3 突发事件管理流程差距分析UU ...................................................................... - 21 - UU4.1.4 日常运维流程分析UU ...................................................................................... - 21 - UU4.2 基于历史数据的技术分析UU ..................................................................................... - 22 - UU4.2.1 基本情况分析UU .............................................................................................. - 22 - UU4.2.2 业务系统分析UU .............................................................................................. - 23 - IV UU4.2.3 硬件故障分析UU .............................................................................................. - 26 - UU4.3 本章小结UU ................................................................................................................. - 27 - UU第五章 IT运维管理提升方案UU ...................................................................................... - 29 - UU5.1 提升方案综述UU ......................................................................................................... - 29 - UU5.2 流程与人员的提升方案UU ......................................................................................... - 29 - UU5.2.1 优化突发事件管理流程UU ......................................................