变革中的IT运营管理

IT operation management in change

文章归纳了IT运营所经历的三个发展阶段及其特征,分析出影响IT运营管理质量的主要原因是IT有效性管理与客户体验性管理之间的的脱节,提出IT运营管理人员必须首先立足于关心与改善客户从IT上所获得的体验这一核心原则上,给出了贯穿于IT运营全生命周期工作的具体管理原则,通过标准化、集中化、自动化、智能化等实现IT的有效性管理与客户体验管理两方面的统一。最后,笔者提出了一个提升IT运营管理效率的技术平台参考模型,以松耦合合总线方式实现企业IT运营的可持续发展。

This paper summarized the three stages of development and characteristics of IT operation,analyzed the main reasons that affect the quality of IT operation management is the gap between IT effectiveness management and customer experience management,and put forward the specific management principles of IT operation management personnel must be firstly based on the core principle of caring and improving customer experience from IT.The specific management principles which throughout the IT operating life cycle and achieve the unity of the two aspects of IT effectiveness management and customer experience management through standardization,centralization,automation, intelligence.Finally,the author proposed a technology platform as reference model for improving the efficiency of IT operation management to achieve the sustainable development of enterprise IT operation by loosely coupled bus.