IT服务管理研究述评及未来展望

Review and Prospects on the Research of IT Service Management

IT服务管理作为企业信息化的助推器,目前已成为现代企业量化IT管理,提高IT运维水平的有效手段。首先归纳了国内外研究所涉及到的6个方面:IT服务管理的定义、标准、流程、实施的关键成功因素、绩效评价及成熟度评估,然后剖析了IT服务管理的应用现状,最后探讨了当前研究的不足和未来的研究方向,以期为我国IT服务管理理论研究提供参考,尤其为我国企业开展相关的实践活动提供启示。

As the booster of enterprise informationization, IT service management （ ITSM ） has become an effective means of quantifying IT management and improving IT operation and maintenance level for modern enterprises. This paper first summarizes the research at home and abroad on ITSM including the definitions, standards, processes, the critical success factors of project implementation, performance evaluation and maturity assessment, then analyzes the application status of ITSM, and discusses the deficiencies in current research and the future research directions at last, so as to provide some theoretical reference and enlightenment for relevant practical activities.