基于ITIL的IT服务管理系统的应用

良好的IT服务管理,使组织提升信息系统的管理效率和质量以满足变化的业务需要。IT基础架构库(ITIL)经过二十余年的改进和发展,已经演变为实施IT服务管理的最佳框架。然而组织在建立和实施IT服务管理系统时,在流程划分和模块实施等方面仍然存在诸多混淆。文章在总结ITIL和IT服务管理的框架、核心流程以及实施的基础上,以某广电公司基于ITIL的IT服务管理项目为案例,对IT服务管理的系统逻辑框架、工作流程以及事件管理这一关键流程的建立和实施进行了研究。     

Can ITIL contribute to IT/business alignment? An initial investigation

Strategic alignment has been viewed as one of the main concerns of management and IT executives. Organizations have realized that in order to achieve competitive advantage, IT needs to be strategically aligned with business objectives. Strategic alignment enables organizations to choose IT applications that meet their needs and as a result, to enhance their profitability and reduce costs. Despite the importance of this matter and a large body of literature written on this subject, it has not yet been identified how it can be successfully achieved and maintained. This paper attempts to provide insight on this matter by investigating an initiative called Information Technology Infrastructure Library (ITIL), which ensures the effective and efficient delivery of IT services. The intention of this research was to identify how effective ITIL was in improving alignment between IT and business objectives. The Strategic Alignment Model (SAM) developed by Henderson and Venkatraman was used for this research. This consists of four parts: IT strategy; business strategy; organizational infrastructure and processes; and IS infrastructure and processes. By placing ITIL in the internal domain of the model as a substitute for the IS infrastructure and processes it has been identified that it has the ability to impact the other three main areas of the model and as result enables alignment between all the four parts of model to be achieved. In addition to the above an empirical study has been conducted in order to further investigate the ability of ITIL in achieving alignment between IT and business objectives. Four participants have been interviewed from three organizations ranging from education and banking to the IT sector. The results of the research indicate that ITIL has potential as an effective approach in achieving alignment.     

IT服务管理中分布协作支持的研究与实现

分析IT服务管理在企业中的运作模式及在协同运作模式下的应用场景,在此基础上提出基于工作单管理流程和配置管理委托机制的分布协作方案,设计并实现一个支持分布协作的IT服务管理工具。协作方案和工具已运用于试点企业,运行结果表明,该方案能够有效地实现IT服务管理的分布协作。     

IT服务管理(ITSM)在石油行业中的应用前景

胜利油田在四十余年的勘探开发实践中建立了较为先进的IT应用体系,信息技术已经成为支撑油田勘探开发生产经营全过程的重要手段和现代化管理赖以生存的基础平台,但也逐步显露出发展中的诸多问题。本文探讨了针对IT系统日益复杂的现状,引入先进的IT服务管理(IT Service Management)理念,形成有效的IT管理、维护与业务支持机制,在IT和油田勘探开发及生产经营各项业务之间架起桥梁,从而使IT技术更好地适应业务需求并进一步改善工作模式的可能性。     

建立电力企业IT服务管理体系

当前信息系统已成为企业生产、经营、管理、决策不可缺少的技术支撑平台。传统的信息运行维护方式已经不能满足企业IT运维的需要,信息运维工作亟待流程化、标准化和专业化。本文主要描述企业如何结合ITIL最佳事件,引入ITSM管理思想,通过建设IT服务台,逐步落实流程为导向、客户和业务为中心的方法,通过整合IT服务与组织业务,保障企业信息系统及信息网络安全可靠、稳定高效的运行。     

电力企业IT运维服务管理分析

介绍了电力企业当前的信息运维管理模式及其存在的弊端,在企业日益增长的个性化服务需求下,IT部门的运维管理模式应该逐步从"以应用为中心"向"以服务为中心"转变,从"被动运维"向"主动服务"转变,将ITIL理论运用于企业信息化服务之中,优化IT部门的管理体制、工作流程和服务模式,提高IT运维服务水平。     

IT Service Management Process Improvement based on ISO/IEC 15504: A systematic review

Context

In recent years, many software companies have considered Software Process Improvement (SPI) as essential for successful software development. These companies have also shown special interest in IT Service Management (ITSM). SPI standards have evolved to incorporate ITSM best practices.

Objective

This paper presents a systematic literature review of ITSM Process Improvement initiatives based on the ISO/IEC 15504 standard for process assessment and improvement.

Method

A systematic literature review based on the guidelines proposed by Kitchenham and the review protocol template developed by Biolchini et al. is performed.

Results

Twenty-eight relevant studies related to ITSM Process Improvement have been found. From the analysis of these studies, nine different ITSM Process Improvement initiatives have been detected. Seven of these initiatives use ISO/IEC 15504 conformant process assessment methods.

Conclusion

During the last decade, in order to satisfy the on-going demand of mature software development companies for assessing and improving ITSM processes, different models which use the measurement framework of ISO/IEC 15504 have been developed. However, it is still necessary to define a method with the necessary guidelines to implement both software development processes and ITSM processes reducing the amount of effort, especially because some processes of both categories are overlapped.     

IT服务管理在神宁集团信息化发展中的应用

论述了如何在神华宁煤集团信息化运行维护中引入基于ITIL的IT服务管理方法,设计适合神华宁煤集团IT运维管理的流程和方法,以提高系统的管理效率和IT部门的服务质量来满足各业务部门的需要,保证集团信息化系统的稳定运行.     

以服务为中心的IT管理——ITSM

目前,IT服务管理在国内已经存在了近十年,并且已得到许多大型企业的重视,由于随着对信息化依赖程度的提高,因此需要一种规范化的IT服务管理来保障IT服务对业务的服务与支持。本文主要阐述ITSM核心思想及其服务管理在实施方面存在的问题。     

推进信息服务管理的规范化

ISO/IEC 20000提供了信息服务管理的基本框架.如何在这个框架内建立普适的、可操作的平台,为广大用户,特别是政府等相关机构制定切合实际的信息服务管理规则,是需要认真研究的课题.大连信息产业局,大连软件行业协会组织编制的大连市<信息服务管理规范>根据中国信息服务管理的现状和特点,为推进信息服务管理的科学化、专业化、规范化、标准化提供了可资借鉴的经验和模式.