摘要
rr服务管理体系是一个以rriL理念实践为基Kli以1S020000国际规范为标准的管
理体系。建立一个可管控、可评价、可持续改进的n运行服务管控体系,使其在电信
欧亿·体育（中国）有限公司中有效实施,能够不断提高电信it服务提供和支持水平,规范服务管理流程,大
力提升rr效能,而且更加使得it最大程度地支撑业务发展,真正成为企业发展的内在
驱动力。

IT服务管理需要帮助企业实现“以业务为导向、以客户为中心”的服务,建立完善
的丨T服务管理体系是企业信息化发展的有效出路。

建立SZ电信公司IT服务管理体系的总体思路是:建立一个标准化、规范化、可持
续改进IT能力和绩效的运行服务管控体系。使服务目标与业务目标保持高度一致,有
效地支持业务战略发展。建立规范的服务流程,提高信息技术服务和运营效率。以客户
为中心,提高服务质量和客户满意度。有效及高效地整合和利用信息、基础架构、应用、
人员等IT资源。建立持续改进的服务管理机制,快速应对市场需求,提高客户满意度。

通过IS020000国际标准认证,向国际标杆靠齐,增强市场竞争力,提高组织声誉。控
制IT风险及相关的成本,提高与控制IT服务质量、降低长期的服务成本。培养一支具
备IT服务管理能力的IT专业团队。

【关键词】IT服务管理、ITIL、IS020000
【研究类型】应用管理
Abstract
IT Service Management System is an ITIL concept of practice based on the
standard management system, IS020000 international norms. The establishment
of a control, evaluation, and sustainable improvements in IT operations and
service management and control system, effective implementation in the
telecommunications industry to continuously improve telecommunications IT
service and support levels, standardized service management processes,
vigorously improve IT performance, and more enables IT to support business
development, to truly become the inner driving force of enterprise development
IT service management to help companies achieve business-oriented,
customer-centric services, the establishment of a comprehensive IT service
management system is an effective way for the development of enterprise
information.
The general idea is: the establishment of Shenzhen Telecom IT Service
Management System to establish a standardized, sustainable improvements in
the operation of services of the IT capacity and performance management and
control system. Service objectives with business goals in unison to effectively
support business strategy development. Establishment of a standardized service
processes, improve IT service and operational efficiency. Customer-centric,
improve service quality and customer satisfaction. Effective and efficient
integration and use of information,infrastructure, applications, personnel and
other IT resources. Continuous improvement of service ...