用ITIL规范IT服务外包的探讨

Discussion on ITIL Standardize IT Outsourcing

在IT服务外包时,外包服务商和用户单位都面临着很大的挑战：用户单位对服务质量感到不满意,却不知道如何去量化这些服务;这导致外包商不一定能得到合理的服务费用;这些问题也制约着IT外包应用的进一步发展。面临这些挑战,外包双方都不得不突破原有的管理模式,寻找新的方法。而ITIL可以使外包双方间的沟通更快捷、高效,提高外包的应用效果,为IT外包的进一步发展提供有力支持。因此,双方都有必要探索引入ITIL,规范管理IT外包关系,提升服务水平。

When outsourcing in IT services,outsourcing and the user is faced with a great challenge： user is not satisfied with the quality of service,but don＇t know how to quantify these services;this leads to outsourcers,may not be able to get a reasonable service fees;these prob lems also constrain the further development of IT application outsourcing.Faced with these challenges,Outsourcing both have to break through existing management mode,looking for new ways.ITIL enables outsourcing of communication between the two sides more quick ly,efficiently,improving the effect of outsourcing,providing strong support for the further development of the IT outsourcing.Therefore,both the need to explore the introduction of ITIL,standardized management,IT outsourcing relationships,Enhance the level of service.