基于ITIL的IT服務(wù)管理規(guī)范應(yīng)用研究.pdf

1、Y1106994分類號(hào)密級(jí)‘℃嚼巖遺犬普。碩士學(xué)位論文單位代碼：10019學(xué)號(hào)：S05141336基于ITIL的IT服務(wù)管理規(guī)范應(yīng)用研究AppliedResearchofITservicemanagementstandardbasedonITIL研指厶日由專研所究生：塞童鵬導(dǎo)教師：王里垡副熬攫作指導(dǎo)教師：請(qǐng)學(xué)位類別：王商簧堡亟業(yè)領(lǐng)域名稱：王直筻堡究方向：民螢全些簧堡在學(xué)院：經(jīng)渣笪堡堂院二零零七年六月AbstractWith／hedeve

2、lopmentofInfermafionTechnologythe刪informationgoestocv日ywhaeintheworldModerninfommtionandcommunicationtechnologi∞螄chanongtheworldinunimaginablespecdEnterpriseinthecaseisagroupofforeignfuudedo∞combinedwithasetofclothingp∞d

3、Ilclio塢djs拄ibI，ljo|l，exportlogisticscmer噸Alongwiththerapidbusinessgrowth，thecompatibleITservices礬fullyunderwayFrequentrequirementofITservicefrombusinesssectorsWeencounteredbottleneckoflimitedbudgetandshor魄eofthest胡eWenee

4、dtofindaneffectivenmnagementmodewithaviewtoimprovingtheefficiencyofITservicesandstandardizin91TserviceswhichistheobjectiveofITsetvicemanagementThetaskofrrservicemanagementisto唧哪薩theITrequirementofcliemsanduserstoachieveb

5、etu“op盯鋤i∞and嗍ernenlofITItstressedtheoptimizationofITIesourcA塔andthem甜塌掣柵吲IltofITservicepIa；偽sThispaperanalyzethenecessityandimportanceofITservicenmnagementcomprehensivelybythemoan8ofpresentingthetlleoryofITservicemanage

6、mentcombinedwiththeinformationprocessinpresententerpriseincludingthesetupofnetworkjn打a鯽n，ctl∽softwaredevelopmentandmanagementsystemToimplementITservicemanagementintheaIh川慨inaccordancewiththebestpracticesofITservicemanage

7、mentITIL，basedonfilepresentproblemonITservicesEstablishinganIThelpdesktosupportincidentproblemconfigurationchangeandotherprocessesToworkoutanITservicemanagementstandardsuitabletotheenterprisesothattosetup觚ITservicemanage