基于ITIL构建企业IT运维服务管理体系  

Building operation and maintenance services of enterprise IT management system based on ITIL

作　　者：徐健[1] 孙永[1] 

机构地区：[1]国家知识产权局专利局专利审查协作江苏中心,江苏苏州215163

出　　处：《微型机与应用》2014年第19期97-101,共5页Microcomputer & Its Applications

摘　　要：结合运维工作具体实践,首先介绍了企业的背景和存在的问题,对基于ITIL构建IT运维服务管理体系的可行性及必要性做了分析,并对以"梳理并固化服务流程,优化服务模式,通过系统实施和推广优化逐步提升IT服务管理能力,防范IT运维管理的风险"为目标的基于ITIL构建IT服务管理体系的几个步骤一一做了介绍,对事件管理、自助服务管理、变更管理、配置及资产管理、报表等要点问题进行了初步探索,最后总结了项目实施的成果,给出了基于ITIL构建IT运维服务管理体系的建议。In this paper, we firstly consider the practice of operation and maintenance, and introduce both the background and existing problems of enterprises IT ITIL. Secondly, we analyze the feasibility and necessity of IT service management system that bases on ITIL. Thirdly, we introduce the steps to build the IT service management system, including carding and cured service process, optimization service mode, the capabilities of IT service management improved by system implementation and promotion optimization, and guard against the risk of IT operation and maintenance management. Fourthly, we conduct a preliminary exploration for event management, self-service management, alter management, configuration and asset management and important issues reports. Finally, we summarize the results of the project implementation and give the suggestions of building IT service management system that bases on ITIL.

关 键 词：ITIL 运维管理 信息化 ISO20000 CMDB 

分 类 号：TP315[自动化与计算机技术—计算机软件与理论]