Y公司是渤海湾一家新兴的航运企业,为东北与华东地区之间提供铁路货运、客滚

汽车运输业务;该公司自建设期开始至今,信息中心承担了全部的IT管理工作,经过

近十年的发展,公司内部对信息工作的抱怨逐年增多,使得IT服务质量成为管理者思

考的问题。通过“评估-改进-总结-再评估-再改进-再总结”的管理规律,可以逐步提高

服务质量,本文也是遵照这一规律进行研究的。

首先,使用工信部制定的信息技术服务标准(ITSS),对企业IT服务质量进行全

面的评估;依据内在准则,对标准中的信息技术服务质量通用模型进行适当的剪裁,以

适应Y企业的评估需要。

其次,通过IT服务质量评估,发现该公司的IT业务处于发展完善阶段,企业中所

存在的IT服务质量问题是由两方面短板导致,其一是信息中心与外部沟通极其匮乏,

其二是信息中心内部工作流程不完善。

再次,本文给出了两个优化提升的策略方向,信息中心外部管理决策和内部工作流

程两个提升方向。

(1)管理决策改进方向,选择以权责分配、高度柔性为特点的CISR模型,通过分

析五项关键IT决策领域,得出公司的IT决策权集中在IT部门,通过实施分权调整的

改进措施后,将IT决策融入到公司的各个层级中,使其形成良性互动关系。

(2)信息中心内部工作流程的改进策略运用ITIL理论,在提高IT服务管理水平的

同时,提升公司内部满意度。

最后,通过设计人才发展规划、完善绩效考核等一系列措施,建立Y公司持续改进

IT服务质量的机制,提升信息中心的战略价值,为Y公司主营运输业务提供强有力地

信息保障。

关键词:IT服务质量;IT服务管理;ITSS; ITIL; CISR

Abstract

Y company is an emerging shipping enterprise in Bohai Bay, providing railway shipment

and ro-ro vehicle transportation. From the foundation of the company to present,the IT center

shoulders the entire IT management. Through nearly a decade's development, the company

internal has accumulated complaints about the IT work,turning the IT service quality into a

question for the management. Referring to the management rule of assess-improve-sum

up-assess-improve-sum up,,,this article simply follows this rule for study.

First of all,ITSS developed by the Ministry of Industry and Information Technology

shall be followed to give all-round evaluation of the IT service quality in the company. In line

with the internal principles, the general model of IT service quality in the standard shall be

properly tailored to meet the demand of Y company.

Secondly, through the IT service quality evaluation, the IT business of the company is

found to be at the development for completion stage. Issues in the IT service quality are

resulted from two aspects,the communication shortage of IT center with other departments,

and the incomplete work procedures inside the IT center.

Thirdly, this article proposes two strategic ways for improvement, in the decision of

external management, and in the internal work procedure.

1) For the decision of external management, the CISR model featuring divided rights and

responsibilities, and high flexibility, is selected to analyze five key IT decision fields to

realize that the IT decision right is centralized in the IT department. With the adjustment of

right distribution, IT decision right is spread into all levels of the company,forming a

favorable interactive relation.

2) For the internal work procedures in the IT center, ITIL theory is applied to improve

both the IT service management quality and the internal satisfaction in the company.

Finally, a series of measures such as the design of talent development planning and the

completion of performance examination system are worked out to set up a mechanism to

constantly improve the IT service quality of Y company, enhance the strategic value of IT

center, and provide strong information guarantee for the major business of transportation of Y

company.

Key Words: IT service quality; IT service management;ITSS;ITIL; CISR