IT服务管理在ITO项目中的应用

The Application of IT Service Management in ITO Project

通过分析企业ITO项目中存在的问题,依据ITO项目的实用性和易用性、先进性和创新性等原则,及ITIL、ISO/IEC 2000、ISO/IEC 27001等理论基础,设计了ITO项目中服务台、桌面、网络、服务器运维的模型,从而加强了企业资源整合,提升了综合性业务支持能力,实现业务的零断流、服务流程和管理制度规范化和标准化,保证了系统的稳定性和高可用性,可持续改进和完善、在合理成本范围内最大限度地保障企业的业务运营。

On analyzing the problems in the companies＇ ITO project, and based on the principles of ITO projects, which are availability, ease of use, advanced and innovative, and the theoretical basis of ITIL, ISO/IEC 20000 and ISO/IEC 27001, this article put forward the operational models of help desk, desktop, network and servers. These models could strengthen the integration of the resources and improve the integrated operational support capacity. Moreover, they would make the possibility of business interruption under 0%, and ensure the standardization and normalization of service flow and management system, which will improve the stability and practicality of IT system and provide a maximum limit of protection for enterprise operating at a realistic cost.