基于IT服务管理的服务台实践

上海交通大学硕士学位论文基于IT服务管理的服务台实践姓名：夏晨江申请学位级别：硕士专业：工商管理指导教师：胡代平20060115ITIT500ITITITservicelevel,ITITITIT1IT2ITIT3escalation4ITECIT5ITITECITITSERVICEDESKDESIGNANDDEPLOYMENTBASEDONITSERVICEMANAGEMENTABSTRACTIneraofknowledge-driveneconomy,therelationshipbetweenbusinessdevelopmentandinformationtechnologyhasbeenmoretighten.Informationsystemdoesnotonlyprovideinformationsupporttologistics,furthermoreitcanbeoneofcorecompetence.Foranexample,Warmart,oneofthetop500companiesworldwide,reducescostbydeployingefficientstorageinformationmanagementsystem.ThedevelopmentofInternetandinformationtechnologymakesrevolutionarychangesinbusinessoperation.Infact,informationtechnologyprovidesinformationservicetobusiness,andwecallitITservice.ThenwhatservicelevelshouldITservicereach?Howtoassesstheservicelevel,andwhatkindofprocessesdoesefficientITserviceshouldhave?Theanswerstothesequestionswillmakesensetothedecisionofinformationsystemdeployment.Thisthesisfocusesonservicedesk--theinterfacethroughwhichITserviceprovidesservice,referstowell-knownITservicemanagementbestpractice(ITIL),utilizesmeansofprocessandqualitymanagementtoresearchthedesignanddeploymentofservicedesk.AndIwillintroduceoneservicedeskcaseusingsuchmethod.Themaincontentofthisthesis:1.Introduceconcept,backgroundandbasicarchitectureofITservicemanagementanddescribetherelationshipbetweenmodulesinITservicemanagementarchitecture.2.DescribeeachmoduleofITservicesupportandtheirfunctions.3.Detailedanalyzethefunctionanddesignprincipleofservicedesk.AtthispartIwilldiscussstaffmanagement,workingflow,classificationofservicerequest,escalationprocessofservicerequestandmaintenanceofconfigurationmanagementdatabase.Thensomeservicedesktechnologyanddeploymentmodelswillbeintroduced.4.ThroughthecasestudyofECCompany.ShowhowECcompanyuseITILmethodtosetupservicedeskandimprovecustomersatisfaction.5.SummaryITservicemanagementmethods,andprovidesomepieceofadvicetocurrentECservicedesk.HopethisthesiscanpresentsomeideasinhowtodesignanddeployITservicedesk,especiallyinhowtoadoptITILmethodsforITserviceprovider.KEYWORDS:ITservicemanagement,servicedesk,ITIL,servicequalitymanamentMBAITII5.7EC........................................................................................475.8.........................................................................................................495.9EC........................................................................................505.10.........................................................................................51.............................................................................................................................536.1IT................................................................................................536.2.............................................................................................................53.........................................................................................................................................55............................................................................................................................................56.............................................................................................5711...............................................................................................................312...........................................................................................................................421ITIL....................................................................................................................622ITIL....................................................................................................................723...........................................................................................................824.................................................................................................................1031.................................................................................................................1432.................................................................................................................1633.........................................................................................................1834......................................................................................2141......................................................................................................................2442..................................................................................................................2543.................................................................................................................2651EC....................................................................................................3852.........................................................................................................4053...........................................................