A Dissertation Submitted to Guangdong University of Technology
for the Degree of Master
（Master of Business Administration）
Research on operation and Maintenance Management
optimization of PORT Information System of S
Company based on ITIL
Candidate: Li Dongxiao
Supervisor: Prof. Zhang Yanlin
Extramural Supervisor: Chen Yuyuan
May2022
School of management
Guangdong University of Technology
Guangzhou, Guangdong, P. R. China, 510520
摘要
摘要
港口是综合交通运输枢纽，是国家经济建设、社会发展的战略资源和支撑。随着云
计算、大数据、人工智能等技术得到广泛应用，信息化正在成为企业核心竞争力的一部
分。港口信息系统是通过利用新兴信息技术促进港口在装卸效率、仓储管理、数字物
流、信息互联、客户服务等多方面的持续提升，随着各类港口信息系统快速投入使用，
需要全天候保障港口系统的可靠运行，如何做好系统运行维护是港口公司需要面临的
重要问题。
经过多年的发展，众多IT理论得到实践的验证，ITIL（Information Technology
Infrastructure Library）即信息技术基础架构库就是其中代表性的理论，ITIL一直是国内
外 IT治理的参考标准，尤其在 IT运维方面，通过对 ITIL的应用我们可以深入探索企
业 IT运维存在的问题，找出符合企业实际需求的运维管理优化方案。
本文从 ITIL理论出发，过调查问卷等手段和工具对 S公司港口信息系统的运维现
状进行分析，找出 S公司在港口信息系统运维管理方面存在的主要问题，如：运维效
率低下、运维成本高、运维资源浪费等。针对 S公司运维管理出现的问题制定总体优
化方案，针对服务台、事件管理、问题管理、变更管理、配置管理、知识管理方面进行
方案的落地实施，实施过程中通过高管支持、制度保障、加强培训等措施确保方案有序
实施。最后，从运维效率、故障率、满意度调查等方面指标的比较，对实施效果做出评
价，S公司在港口信息系统运维管理水平得到了提高。
本次研究以港口信息系统运维为切入点，使用 ITIL理论作为参考，对 S公司港口
信息系统运维管理进行优化，研究成果可应用于港口信息系统的运维管理实践中，为
各大港口公司在系统运维管理方面遇到的问题提供借鉴。
关键词：港口信息系统；运维管理；ITIL；运维效率
I
广东工业大学硕士专业学位论文
Abstract
Port is not only a comprehensive transportation hub, also is the national economic
construction, social development of strategic resources and support. With the widespread
application of cloud computing, big data,artificial intelligence and other technologies,
information systems are becoming a part of the core competitiveness of enterprises. Port
information system is through the use of new information technology to promote port in
loadingandunloadingefficiency,warehousemanagement, digitallogistics,Internet
information, customer service and other aspects of the continued ascension, along with all
kinds of port information system quickly put into use, to ensure the reliable operation of the
port system and all-weather, how to repair and maintenance of system operation is the
important problem facing to port company.
After years of development, many IT theories have been verified in practice, among
which ITIL (Information Technology Infrastructure Library) is the representative theory,
which has been the reference standard of IT governance at home and abroad, especially in the
aspect of IT operation and maintenance. Through the application of ITIL, we can deeply
explore the problems existing in enterprise IT operation and maintenance, and find out the
operation and maintenance management optimization scheme that meets the actual needs of
enterprises.
Starting from ITIL theory, this thesis analyzes the current operation and maintenance
status of S company's port information system through questionnaires and other means and
tools, and finds out the main problems existing in the operation and maintenance management
of S Company's port information system, such as low operation and maintenance efficiency,
high operation and maintenance cost, and waste of operation and maintenance resources. The
overall optimization plan is formulated for the problems in the operation and maintenance
management of S Company, and the plan is implemented in terms of the service desk, event
management, problem management, change management, configuration management and
knowledge management. In the implementation process, the plan is ensured to be implemented
in an orderly manner through the support of senior executives, institutional guarantee and
enhanced training. Finally, by comparing operation and maintenance efficiency, failure rate,
satisfaction survey and other indicators, the implementation effect is evaluated, and the
operation and maintenance management level of S company in port information system has
been improved.
The operation and maintenance management level of S Company in the port information
II