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摘要
近年来，我国互联网越来越普及，互联网应用逐渐渗透到各行各业，政府和
企业都在积极的开展信息化的工作。随着信息化在政府和企业的全面推广，信息
系统的用户数量和应用场景不断变化，信息系统的复杂度和重要性也逐年上升，
IT服务运维管理的工作面临着越来越多的挑战。其中最主要的不仅有技术方面的
限制，还有管理方面的问题。根据世界权威信息技术研究机构Gartner调查研究
后得出的结论，在经常出现的信息技术服务问题中，源自技术或产品方面的因素
一般只占20%，而由于流程失误和人员疏失导致的问题各自占40%
本文以U公司为研究对象，通过对U公司的IT服务运维管理体系进行深入地
研究，发现了IT服务运维管理企业普遍存在的运维管理体系问题，比如被动处理
问题，缺乏必要的信息共享和严重依赖技术小组等运维管理方面的问题
为了解决上述问题，本文按照ITSS体系架构，对U公司的运维管理体系进行
了流程再造。首先，为U公司重新设计了服务水平管理流程，使U公司能够按照
客户要求制定服务管理目录，确定服务管理级别协议，并在此基础上展开各项运
维管理工作。其次，将U公司的运维管理主要工作重新整理为事件管理、问题管
理、信息安全管理、发布管理、变更管理和配置管理六个流程，分别处理客户响
应及消息流转、问题发现及处理、信息安全保障、软硬件系统发布、信息系统配
置变更和信息系统配置信息的更新和共享等工作流程。最后，为U公司重新设计
了服务报告管理流程，以总结服务周期内各流程的工作情况，分析运维管理工作
中存在的问题并提出整改意见。通过上述流程的再造，U公司的IT服务运维管理
工作实现了计划、实施、检查和持续改进的PDCA循环，实现了IT服务运维管理
能力的持续改进
关键词：ITSS，运维管理，流程再造
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Abstract
In recent years, with the increasing popularity of the Internet in China, Internet
applications have gradually penetrated into all walks of life. Both governments and
enterprises are actively conducting informationization work. With the growth of Internet
applications, the complexity and importance of information systems have also increased
year by year, and the work of IT service operation and maintenance management is
facing more and more challenges. The main ones are not only technical issues but also
management issues. According to Gartner, an authoritative IT research institution of the
world, in the frequently occurring problems, the factors originating from technology or
products accounted for only 20% of the total, while the errors in the process and the
factors of staff error accounted for 40% each.
This article takes U company as the research object, through the in-depth research
of U company's IT service operation and maintenance management system, discovers
the problem of the operation and maintenance management system of IT service
operation and maintenance management companies. For example, passively handling
problems, lacking necessary information sharing, and relying heavily on technical teams
and other management system issues.
In order to solve the above problems, this paper carries out process reengineering
on U company's operation and maintenance management system according to the ITSS
architecture. First of all, this article redesigns the service level management process for
U company, enables U company to establish the service management catalogue
according to the customer's request, confirm the service level agreement, and carry out
all kinds of operation and maintenance management work on this basis. Secondly, the
paper reconstructs the main tasks of U Company's operation and maintenance
management into six processes: event management, problem management, information
security management, release management, change management, and configuration
management. The six processes handle customer response and message flow, problem
discovery and processing, information security assurance, software and hardware
system release, information system configuration change, and information system
configuration information update and sharing. Finally, the dissertation designed the
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service report management process for U company to summarize the work process of
each process in the service cycle, analyze the problems in the operation and
maintenance management work, and put forward rectification opinions. Through the
reengineering of the above-mentioned processes, the U company's IT service operation
and maintenance management has formed a PDCA cycle of planning, do, check and
action, and has achieved continuous improvement in the management and maintenance
capabilities of IT services.
Key words: ITSS, Operations management, Process reengineering。