IT运维管理是企业信息管理的主要部分和中心工作,同时更是任务繁重和涉
及面广泛的工作。本论文以福特生产信息系统运维管理为例,以ITIL和IT治理为
理论基础,从两个方面去讨论和研究如何有效的提供IT系统的运维服务。第一是
如何做好IT项目到IT运营的系统交付,确保应用系统的所有安装、配置、技术功
能信息能够从项目团队顺利的交接给运维团队,从而使运维团队有足够的信息,数
据,知识技能来提供今后的运维服务。一个完整行之有效的IT系统交付流程,可
以最大限度减少系统上线时的不充分而对后期系统维护中带来的诸多影响,另外也
可保证IT系统项目实施团队最大限度的减少潜在的问题和保证所有交付内容足以
支持到运营团队在今后对系统的运维。本文将会分析原有交接中的管理、计划、资
金、沟通、治理结构并做出相应的改善策略。第二是考虑如何建立一个行之有效的
运营支持体系,减轻或者消除1T系统故障对企业的正常生产的影响。福特在大约
十年以前引进了 ITIL体系框架,根据1TIL所定义的系统生命周期概念,依据
ITIL管理流程定义对IT部门的组织,流程和团队功能任务划分做出了重大变革,
变革后给整个IT业务带来积极的变化。H的工作效率,员工的积极性和系统的稳
定性都有了显著提高。但同时由于有些流程没有改造或者执行彻底,或者有些流程
间衔接或者细节方面管理上的缺失,导致一些问题长期存在,从而影响了 ITIL在
I 实践中的实际效果和用户满意度。本人领导和参与了对这些流程的改善项目,本文
将会介绍改善前运维模式中在IT治理、服务体系、组织结构、人员配置、技能结
构搭建方面的不足,找出问题原因,给出方案,然后予以弥补和改善。从而实现提
高运维的效率和客户满意度目标,建立一个更加高效的运营系统来保障n系统持
续健康的运行,为业务运行和发展提供支持和保障
关键词:福特公司系统交付系统运维ITIL (IT基础架构库)
II Abstract
With the growth of automobile manufacturing industry reliance on IT information
systems, IT systems are implemented in all aspects of the automotive industry, including
design, procurement,production, sale, service etc., and these systems operation will
highly affect the business, the IT system operation and support becoming particularly
important in the auto industry. Information technology has received unprecedented
attention, but the long-term sustainable construction and development of inertia leading
enterprises generally existing emphasis construction, slight operation and maintenance,
emphasis technology, slight process and lacking of professional operation process. The
implementation of construction 20% of the system life cycle, while the remaining 80% of
the time is its operation and maintenance and support, so operation and maintenance is
the critical stage in whole IT system lifecycle. If the system operation does badly, the
large investment in the implementation of the system will not be able to bring the
expected benefits.
This thesis takes Ford5s production information system operation as the research
subject, and based on ITIL and IT governance theory to discuss how to provide
effectively and businesslike IT operation from two aspects. The first is to study how to
transit the system from development or deployment stage to operation stage properly, to
ensure that all installation, configuration, technical information from the
development/deployment team can be smoothly handover to IT operation team, so that
the operation and maintenance team has enough information, data, knowledge and skills
to provide ongoing operation and maintenance services. A complete and effective IT
system transition process can minimize the impact of system defects, as well as ensuring
that that all transition content is sufficient to support the operation. This thesis gives the
analysis for the original transition procedure in the management, planning, funding,
communication, governance structure and work out the solution to improve them. The
second is to research how to establish an effective operational support system to mitigate
or minimize the impact of IT system failures on the production. Ford introduced the ITIL
III architecture framework approximately ten years ago,making a huge change to the
organization, processes, and IT department function based on the ITIL management
lifecycle definition. ITBL implementation has brought about positive changes. IT team
work efficiency, employee motivation and system stability have been significantly
improved. While some processes change not go far enough and some details are
neglected resulting in some operation management issues existing still, which affected
the practical effect of ITIL and customer satisfaction. I led and participated in the
improvement on these processes. This thesis introduces the shortcomings of previous IT
operation model from the perspectives of IT governance, IT services, organizational
structure, staffing, and team skillsets, after that, identifying the cause of these issues,
working out the solution, and fixing these issues, so as to improve operation efficiency
and customer satisfaction with a more efficient operating system to ensure IT systems
running in a continuous and healthy status for bringing more value on benefiting and
protecting business.
Key Words: Ford Company, System Transition, IT Operation, ITIL
IV 目 录
胃—漳職 1
第一节研究背景第二节研究的问题和意义第三节研究的目的和内容第二章IT运维管理理论基础第一节IT治理第二节ITIL(IT基础架构库)第三节国内外研究现状第三章福特汽车公司丨T制造系统第一节福特汽车公司简介第二节福特汽车公司IT运营组织架构
22
第三节福特汽车公司IT制造系统(PFS)
31
第四章IT系统交付流程和运维体系中存在的问题
36
第一节原有IT系统交付流程存在的主要问题和分析
36
第二节福特IT运维体系存在的主要问题和分析
40
第五章IT交付流程和运维体系的改善
44
第一节IT系统交付流程的改善
44
第二节IT系统交付流程改善后的效果
50
第三节IT运维体系的改善及效果
59
第六章总结与展望
65
第一节福特公司IT交付流程和IT运维体系的研宄总结
65
第二节丨T运维管理的展望
66
67
后记 69
V 第一章绪论
第一节研宄背景
IT运维管理是通过一系列不断改进和优化的流程来有效的管理IT基础架构,
应用系统和IT服务。其中包括运营所需的供应,FT系统提供的能力和效率,及其
网络,计算和应用系统环境的可用性。通过对各功能组件的监控和管理来保证IT
系统能提供业务需要的IT服务。在福特,IT的系统的开发管理和IT的运维管理
是两个不同概念,一个是强调新系统的开发和交付确保所有功能都能满足业务需求,
一个是强调系统运行的过程中系统的功能够正常工作运转,保证持续的支持业务运
作。第一种通常是新需求的提出,比如:需要建立一个全新系统对在线车辆和用户
的数据分析,得出车辆运行时的各种数据信息和用户驾驶习惯数据,再比如需要将
客户车辆的维保信息系统和前端应用APP实现互联互通,让用户可以方便地查找到
车辆的之前维保信息和相关建议。这类需求需要进行立项,通过资金,技术和人员
的投入加以实施实现。当项F1实施完结前,实施团队需要将项0最终成果交付给运
维团队,进行支持运维。第二种是对现有系统运行的一种改善需求,它是对IT运
维团队的一种挑战。比如:由于生产和研发上的需要,要求现有的IT信息系统能
够提升其可靠性,将原来每年系统可用性由95%提升到98%。再比如减少系统故障
和服务器硬件的宕机恢复时间等需求
随着数字化应用在业务中快速扩展和加深,公司对IT的基础架构,应用系统
和H服务提出了越来越多的需求,并且越来越依赖IT系统对各个业务单元的支持
有效、规律地持续改进IT运维管理,可以更好保证IT服务的可用性和效率;可以
根据业务需求来评估带来的成本和风险;有效管理和运营业务所使用的技术和系统;
对故障和问题的快速反应和管理。由此,IT的运维管理在现代公司组织
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