摘要
近年来，随着信息技术的快速发展，银行等金融机构信息化程度不断提高，业务经
营与管理也越来越依赖于信息化的建设。然而，信息技术在给银行业带来机遇的同时，
也带来了挑战。由于 IT系统的规模和复杂度不断加大，系统运营过程中的风险将直接
影响银行业务的正常开展。如何提高 IT服务管理水平，使建设完成的 IT系统发挥更大
效能，保障银行业的稳健发展显得至关重要。
本文以 A银行为例，通过对 IT服务管理现状的分析，总结出其在 IT服务管理上存
在的问题，并结合 A银行的实际情况提出 IT服务管理优化方案。
文章首先阐述了与本文研究相关的理论知识，主要讲解了 IT服务管理、ITIL和 ISO
20000的发展历程和理论要点。其次，结合 A银行 IT服务管理的现状，通过开展用户
满意度调研、信息科技部内部访谈的形式，并借助评估模型对标 ISO 20000-1：2018版
IT服务管理体系标准，剖析 A银行目前在 IT服务管理上存在的问题：信息科技服务台
的服务支撑能力不足、IT服务管理架构有待调整、IT服务管理流程需要优化、IT服务
管理意识不强。再次，针对以上分析的问题，参照 ITIL 4的最佳实践理论，本文提出以
下优化方案：设定总体指导原则和目标、服务台职能优化、重新构建 IT服务管理体系
架构和管理流程、IT服务管理工具优化建设。最后，为了优化方案能够落地实施，本文
制定了整体实施计划和保障措施。实施计划包含项目启动、实施、试运行、认证审核四
个阶段，保障措施包含领导层的重视与支持、加强对员工相关理论的培训、对 IT服务
管理进行持续改进。
本文的研究目标在于能帮助 A银行完成 IT服务管理体系的转版升级，并在一定程
度上提升主动 IT服务管理的能力。本研究得出的相关结论和建议，可为同业者在筹划
类似的 IT服务管理优化方案时提供一份参考。
关键词：IT服务管理；ITIL；ISO 20000；银行
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ABSTRACT
In recent years, with the rapid development of information technology, the informatization degree of
financial institutions such as banks has continued to increase, and business operations and management
have increasingly relied on the informatization construction. However, while information technology brings
opportunities to the banking industry, it also brings challenges. As the scale and complexity of IT systems
continue to increase, the risks in system operations will directly affect the normal development of banking
business. It is very important to improve the level of IT service management, make the completed IT
systems more effective, and ensure the steady development of the banking industry.
This paper takes Bank A as an example, based on the current situation of IT service management, it
summarizes the main problems existing in IT service management, and proposes an IT service management
optimization plan based on the actual situation of Bank A.
At first, the article explains the theoretical knowledge related to the research of this paper, mainly
explaining the development process and theoretical points of IT service management, ITIL and ISO 20000.
Secondly, combined with the current situation of IT service management of Bank A, through the form of
user satisfaction surveys and internal interviews with the Information Technology Department, and with the
help of the evaluation model to benchmark the ISO 20000-1:2018 IT service management system standards,
this paper points out the following problems in IT service management of Bank A: the service support
capacity of the information technology service desk is insufficient, IT service management structure needs
to be adjusted, IT service management processes need to be optimized, and people doesn’t have strong IT
service management awareness. Thirdly, in response to the above analysis, referring to ITIL 4's best
practice theory, this article proposes the following optimization solutions: setting overall guiding principles
and goals, optimizing service desk functions, rebuilding the IT service management system structure and
processes, and constructing of IT service management tools. Finally, in order to implement the above
solutions, this paper has formulated an overall implementation plan and safeguard measures. The
implementation plan includes four phases: project initiation, implementation, trial operation, and
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