基于ITIL对银行业IT服务管理的现状分析及服务流程的实现

哈尔滨理工大学学士学位论文`-1-基于ITIL对银行业IT服务管理的现状分析及服务流程的实现摘要目前，我国商业银行基本上的业务流程是按照职能型的组织结构而设计的。这样的业务流程与以市场为导向、以客户为中心的经营战略发生扭曲，与银行信息化发展水平产生背离，应在流程上实现再造。业务流程是企业的重要资源，如何有效地管理业务流程是众多企业面临的重大问题和挑战。这里，我们引入ITIL理念。什么是ITIL？ITIL即IT基础架构库（ITInfrastructureLibrary），是用于IT服务管理的一套最佳实践指导。ITIL的所有者是OGC，包括一系列的出版物，为提供优质IT服务，以及支持它们所需的流程和设施提供指导。本文首先分析了现阶段商业银行的流程管理现状，深入研究了ITIL的基本理论，继而介绍了在构建银行流程过程中使用到的ITIL理念，最后基于ITIL设计一套国内某商业银行的业务流程中的事件流程。今天,国内商业银行面临着资本约束、利率市场化、金融脱媒、客户需求变化以及市场开放下的激烈竞争等等金融环境的剧变,这些变化将深刻地影响着国内商业银行的发展命运,而传统的经营管理模式已不能承载和化解这些变化。正基于此,探讨我国商业银行的流程银行建设已势在必行。我认为，再造我国商业银行的业务流程，能改变其管理混乱的局面，从而节省成本和提高收益。关键词ITIL；商业银行服务管理；流程哈尔滨理工大学学士学位论文`-2-BasedonITILinbankingITservicemanagementpresentsituationanalysisandserviceprocessrealizationAbstractAtpresent,ourcountrycommercialbankbasicallybusinessprocessisaccordingtotheorganizationstructureandfunctionaldesign.Suchbusinessprocessandtakethemarketastheguidance,takethecustomerasthecenterofbusinessstrategy,andBanksinformationdistortionsdeviationshouldbeproduceddevelopmentlevelintheprocesstorealizerecycling.Businessprocessisenterprise'simportantresources,howtoeffectivelymanagebusinessprocessesisoneofmanyenterprisesarefacingmajorissuesandchallenges.Here,weintroduceITILconcept.WhatisITIL?ITILnamelyITInfrastructureLibrary(theITInfrastructure,isformoreemphases)ITservicemanagementasetofbestpracticeguidance.TheownerisITILOGC,includingarangeofpublications;toprovidehighqualityservice,andsupporttheirITneededprocessesandfacilitiestoprovideguidance.ThispaperfirstanalyzesthepresentsituationofprocessmanagementofcommercialBanks,adeepresearchonthebasictheoryofITIL,thenintroducestheprocessoftheconstructionbankprocessuseoftheconcept,finally,basedonITILITILdesignasetofdomesticacommercialbank'sbusinessprocess.Today,domesticcommercialBanksfacecapitalconstraints,interestratemarketization,financialtakeoffpre-mordantandcustomerdemandchangeandthefiercecompetitioninthemarketopeningnextfinancialenvironmentchange,etc.Thesechangeswillprofoundlyaffectdomesticcommercialbank'sdevelopmentofdestiny,andtraditionalmanagementmodehasnotcarriedanddefusesthesechanges.Isbasedonthis,thispaperdiscussestheflowofbusinessbankofourcountrytheconstructionbankhasbeenalreadyimperative.Ithink,rebuildingourcountrycommercialbank'sbusinessprocess,canchangetheirmanagementmess,whichcansavecostandincreasetheprofit.KeywordsITIL，Commercialbankservicemanagement，process哈尔滨理工大学学士学位论文`-3-目录摘要......................................................................................................................IAbstract...............................................................................................................II第1章绪论........................................................................................................51.1课题背景...................................................................................................51.2课题的研究意义.......................................................................................51.3论文研究的内容及结构...........................................................................5第2章什么是ITIL？.......................................................................................72.1ITIL的发展历史.......................................................................................72.2ITIL介绍...................................................................................................82.2.1什么是ITIL?......................................................................................82.2.2服务，IT服务，服务管理，IT服务管理的概念..........................92.2.3ITSM&ITIL.........................................................................................92.2.4ITIL为什么如此成功？....................................................................92.2.5好的实践..........................................................................................102.2.6为什么要从ITILV2升级到ITILV3............................................102.3ITILV3概述............................................................................................122.3.1ITILV3体系结构............................................................................122.3.2职能，流程，项目..........................................................................132.3.3基本流程&流程特征.......................................................................132.3.4流程所有者&服务所有者...........................................................14第3章需求分析..............................................................................................153.1IT服务管理系统...................................................................................153.1.1运维服务台......................................................................................153.1.2事件管理..........................................................................................17第4章事件流程的设计..................................................................................264.1事件管理流程概述.................................................................................264.1.1定义..................................................................................................264.1.2目标..............