IT管理最佳實踐經(jīng)驗庫（ITIL）的應用研究.pdf

1、對外經(jīng)濟貿(mào)易大學碩士學位論文IT管理最佳實踐經(jīng)驗庫（ITIL）的應用研究姓名：王欣申請學位級別：碩士專業(yè)：工商管理指導教師：張杰20070401ABSTRACTITIL(ITItffrastractureLibrary)hasbeenwidelyrecognizedandadoptedinITfieldofmanyindustriesandcountriesButitstillremainsaproblemthathowtoeffect

2、ivelymITILandmaximizeitsvalueEmergedasthebestpracticestoimprovingITmanagementbyOfficeofGovernmentCommercial(OGC)ITILcannotbeseparatedfromITServiceManagement(ITSM)AndwhenwetalkaboutITSMweshouldnotignoretwotopicsserviceand

3、managementITSMismanagementwhichfocusesonITserviceAsaresult，ITserviceshouldbestudiedfrommanagementperspective，insteadofonlyfromITandtechnologyanglesOnlyobserveITservicesystematicallyandbuildamanagementflameworkcallweeffec

4、tivelyutilizeITILandaccordinglymaximizeitsvalueEnterpriseSolutionCenter忸sc)asanimportantdepartmentofafamousinternationalITcompanyhasadeepunderstandingforITSM，AccordingtoITILrequirementESCbuiltupanewservicemanagementframe

5、workinwhichProcess，PeopleandTechnologyarethethreekeyfactors幻achieveITSMobjective111isarticlewilldeeplydiscusstherelationshipbetweenITILandITSMandthechangesbroughtbyITILapplicationThosechangestechnologies，organizationsand

6、waysofmanagemem，transformESCfromtraditionally‘“technology—driven“’ITdepartmentto‘enstomerdrivco”departmentMeanwhilethetransformationbringsuniquevaluetothecustomersESCselvesAtlasttheauthorimroducesthereleaseofISO／IEC20000

7、andITIL30It’sbelicyedthatthesetwostandardswillacceleratetheapplicationofITILandITSMespeciallyforITorganizationsofChina，Hopethattheresearchinthearticlecanservesas8referenceforChina’sITorganizations，whichmaybeinterestedinI