基于ITSS的信息系统运维服务持续改进应用探究

Research on Application of Continuous Improvement of Operation and Maintenance Service of Information System Based on ITSS--A New Dimension for Examining the Local Ruling-by-Law Process

随着信息技术的发展以及业务范围变化,信息系统使用者的期望值不断提高,在系统运维过程中必然产生服务改进需求,因此对IT服务进行持续改进必不可少。本文详细介绍了ITSS方法理论,探讨了服务持续改进的重要性以及IT服务持续改进七步法,列举了在提供运维服务过程中常见的问题。最后对ITSS标准在信息系统运维服务持续改进中应用进行探究,在服务测量、服务回顾以及服务改进三方面就人员、资源、技术以及过程服务要素论述了应采取的科学方法以及合理措施,以识别和改进IT运维服务的效率和效果,实现改进IT运维服务提供的成本效益和服务质量的目标。

With the development of information technology and the change of business scope,the expectation of information system users is constantly increasing,which will inevitably produce the demand for service improvement in the process of system operation and maintenance,so it is necessary to continuously improve IT services.This paper introduces the theory of ITSS method in detail,discusses the importance of service continuous improvement and seven steps of IT service continuous improvement,and then lists the common problems in the process of providing operation and maintenance services.Finally,it explores the application of ITSS standard in the continuous improvement of information system operation and maintenance services.In three aspects of service measurement,service review and service improvement,it discusses the scientific methods and reasonable measures that should be taken in terms of personnel,resources,technology and process service elements,so as to identify and improve the service efficiency and effect and realize the goal of cost-effectiveness and improve service quality.