ITIL在JDE系统运维中的应用研究硕士学位论文.doc

浙江大学硕士学位论文 STYLEREF 标题,章标题(无序号) \* MERGEFORMAT 摘要 PAGE i ITIL在JDE系统运维中的应用研究 摘要 我国的企业信息化从八十年代起步，九十年代以后逐步发展，本世纪开始进入了一个新的发展阶段。特别是随着企业之间竞争的加剧和世界范围内电子商务的兴起，IT受到了企业越来越多的重视。一方面，企业不断投资购建各种硬件、系统软件和网络，另一方面不断开发实施ERP系统、SCM系统、CRM系统、决策支持系统和知识管理系统等各种各样的系统，目前尤如金融、电信、能源、制造等行业的企业信息化系统建设已经达到较高的水平。 但是国内企业IT服务管理基础薄弱, IT系统服务效率普遍偏低，使得企业对于如何正确运用ERP管理系统、如何借助科学的实施方法以实现ERP实施成功的诉求显得尤为迫切。 由此，本文首先介绍了JLG公司的背景，然后分析JDE公司IT运维的现状，然后提出了提高IT服务管理水平的方法，即引入ITIL体系。然后对JLG公司的JDE运维体系进行总体流程和和总体功能的设计。接着再对ITIL的全部五个主要功能模块以及一个服务台分别进行想尽的设计。最后对ITIL在JLG公司JDE体系运维中的运用做了总结与展望。 关键词：　IT服务管理，ERP，JDE，ITIL，运行维护 浙江大学硕士学位论文 Abstract 浙江大学硕士学位论文 Abstract PAGE ii PAGE iii Abstract Chinas enterprise information starting from the 1980s, the gradual development after the 1990s, the beginning of this century has entered a new stage of development. Especially as competition intensifies and the worldwide emergence of electronic commerce between enterprises, IT by the business more and more attention. The one hand, enterprises continue to invest in the acquisition or construction of a variety of hardware, system software and network, and continue to develop and implement the ERP system, the various systems of the SCM system, CRM systems, decision support systems and knowledge management system, currently just like finance, telecommunications, energy, manufacturing, and other enterprise information system construction industry has reached a higher level. However, domestic enterprise IT service management foundation is weak, the service efficiency of IT systems is generally low, how to correctly apply the ERP management system, and how to use scientific methods of implementation of ERP implementation in order to achieve the aspirations of success is particularly urgent. First of all. I introduced the background of JLG and analys