【论文连载】Z公司IT服务接包项目质量管理研究 （连载1）
学习资料：IT运维管理社区专家讲堂直播300期视频回放Z公司IT服务接包项目质量管理研究
学位申请人：曹坤良指导教师：西安交大万映红副教授学科领域：管理科学与工程学位类别：工程硕士
2012年5月
摘要随着信息技术的迅猛发展，IT服务应用越来越广泛，推动社会大协作和IT技术的不断前进，彻底改变了IT行业的运作模式，成为企业未来发展的主要方向。在这种大背景下，IT服务外包业务也应运而生，其以项目形式存在的特殊性决定了质量管理有自己的特性。国内IT服务外包市场上承包方的服务水平参差不齐，对IT服务接包项目的质量管理理论和实践方法方面的研究刚刚起步，成为制约接包方业务发展的瓶颈。
本文以接包方Z公司为研究背景，选择IT服务接包项目对其质量管理进行研究。首先阐述了Z公司IT服务接包项目的背景、具体服务内容以及项目管理过程，分析了外包客户（A公司）目前IT服务管理的质量现状、出来的问题本质；在此基础上，运用项目质量管理理论和IT服务管理体系建设实践，针对本项目的任务特点，采用质量规划7步法对项目的质量进行了规划设计；在IT服务管理活动的相关环节进行了质量控制，同时采用ISO20000国际标准相关条款设计了质量保证和持续改进方面的措施。
本文通过对该IT接包项目质量管理进行研究，有助于提高企业IT运维的服务效率及用户满意度，有效解决了系统可用性低、故障解决及时性差、用户满意度低等问题，对Z公司其他项目或其他企业的的IT接包项目质量提高具有借鉴意义。
关键词：IT服务接包；项目管理；质量管理；ISO20000；IT服务管理；IT外包论文类型：应用研究
Title:ResearchontheQualityManagementforAnITServiceOutsourcingProjectofCompanyZProfessionalFields:ProjectManagementApplicant:Supervisor:ABSTRACTWiththerapiddevelopmentofInformationtechnology,ITservicehavebeenmoreandmorewidelyused，whichisastrongimpetustothebusinessdevelopmentandtheinevitableproductofsocialcollaborationandITtechnologycontinuesadvancement.IthascompletelychangedthemodeofoperationoftheITindustryandcametobethemaindirectionofthedevelopmentofthecommercialorganizationinthefuture.ITserviceoutsourcinghascameintobeingonthebackground,carryingoutoftenintheformoftheprojects,whichdeterminesthatthequalitymanagementoftheprojectshasitsowncharacteristics.ThequalitiesofserviceprovidersinthedomesticITserviceoutsourcingmarketarevarious,andtheresearchonthetheoryandpracticeofqualitymanagementofITservicesoutsourcingprojectinthecountryhasjuststarted,whichbecomeabottleneckrestrictingbusinessdevelopmentoftheserviceproviders.Basedontheserviceprovider(companyZ),thispaperselectstheITServiceoutsourcingprojecttomakearesearchonitsthequalitymanagement.FirstlyitdescribesthebackgroundoftheITservicesoutsourcingprojectofcompanyZ,specificservices,andtheprojectmanagementprocess,andanalyzestheITservicemanagementqualitysituationofoutsourcingcustomer(companyA)tofindtheessenceoftheproblems.Andonthisbasement,thepaperusesthetheoryofITservicemanagement,qualitymanagement,projectmanagement,andpracticesoftheITServiceManagementSystemtoresearchtodothetargetingandplanningbysevenstepsoftheprojectqualitymanagementprocessai**thetaskcharacteristicsoftheproject;thencontrolstherelatedareasofITservicemanagementactivitiesatthesametimedesignqualityassuranceandcontinuousimprovementmeasureswiththeISO20000internationalstandardterms.Thepaperstudiesthequalitymanagementinallaspectsoftheproject,helpingthecompaniestoimprovetheefficiencyoftheIToperationandmaintenanceservicesandthecustomersatisfaction,andeffectivelysolvesthepreviousissuesoflowsystemavailabilityandtimelinessoftroubleshootingaswellaspoorusersatisfaction,whichalsoimportanttoimprovethequalityoftheCompanyZotherprojectsorotherenterpriseITaccesspackageprojects.KEYWORDS:ITServiceOutsourcing;ProjectManagement;QualityManagement;ISO20000;ITServiceManagementTYPEOFTHESIS:AppliedResearch
目录1绪论...............................................................................................................................11.1研究背景.................................................................................................................11.1.1研究背景..........................................................................................................11.1.2研究问题及意义..............................................................................................11.2研究内容及方法.....................................................................................................21.2.1研究内容..........................................................................................................21.2.2研究方法..........................................................................................................21.3研究思路及论文结构.............................................................................................32相关概念和理论基础...................................................................................................62.1IT服务质量及IT服务管理国际标准...................................................................62.1.1IT服务的定义..................................................................................................62.1.2IT服务质量的内涵..........................................................................................62.1.3IT服务管理的国际标准‐ISO20000.............................................................72.2项目质量管理基本理论.........................................................................................82.2.1项目质量规划..................................................................................................82.2.2项目质量控制..................................................................................................92.2.3项目质量保证..................................................................................................92.2.4项目质量持续改进........................................................................................102.2.5项目各阶段质量管理内容............................................................................103Z公司IT服务接包项目的需求和质量目标.............................................................123.1IT服务接包项目概况...........................................................................................123.1.1IT服务接包项目的背景...............................................................................123.1.2服务接包项目及服务内容............................................................................123.2项目质量改进方向..............................................................................................144Z公司IT接包服务项目的质量规划.........................................................................164.1确定质量目标.......................................................................................................164.1.1项目质量方针................................................................................................164.1.2项目质量指标（总体）................................................................................174.2设计IT服务管理流程.........................................................................................174.2.1IT服务管理流程...........................................................................................174.2.2事件管理流程................................................................................................184.2.3服务级别管理流程........................................................................................254.3规定流程角色和职责...........................................................................................284.3.1事件管理流程角色和职责............................................................................284.3.2服务级别管理流程角色和职责....................................................................294.4明确过程的相互作用...........................................................................................294.5设计流程输出要求...............................................................................................304.6确定相关的人力资源...........................................................................................314.7规定监视和测量的方法和记录...........................................................................314.7.1事件管理流程指标监视和测量....................................................................324.7.2服务级别管理流程指标监视和测量............................................................325Z公司IT接包项目质量控制.....................................................................................345.1服务台及质量监控员对事件单的质量监管.......................................................355.2IT服务的用户投诉管控......................................................................................365.2.1投诉管理流程................................................................................................365.2.2流程衡量标准................................................................................................385.3用户满意度的管控...............................................................................................385.3.1用户满意度目标及措施................................................................................385.3.2满意度调查时间选择....................................................................................385.3.3用户满意度管理原则....................................................................................395.3.4用户满意度管理流程....................................................................................395.4质量控制案例.......................................................................................................405.4.1服务台服务质量的测量和控制....................................................................405.4.2一线解决率的测量和控制............................................................................416Z公司IT服务接包项目质量保证和持续改进.........................................................436.1质量保证体系的建立...........................................................................................436.1.1管理层职责....................................................................................................436.1.2文件要求........................................................................................................446.1.3培训、意识和能力........................................................................................466.1.4服务管理策划与实施....................................................................................466.1.5新业务或变更业务的计划和实施................................................................486.2建立项目质量持续改进机制...............................................................................486.2.1本项目质量持续改进策略............................................................................486.2.2本项目持续改进流程....................................................................................497结论与展望.................................................................................................................567.1论文总结...............................................................................................................567.2可进一步开展的工作...........................................................................................57参考文献.........................................................................................................................58附录.................................................................................................................................59致谢.................................................................................................................................75声明
CONTENTS1Preface............................................................................................................................11.1BackgroundoftheProject......................................................................................11.1.1Backgroundintroduction.................................................................................11.1.2ProblemandResearchMeaning....................................................................11.2ResearchContentandMethod..............................................................................21.2.1ResearchContent...........................................................................................21.2.2ResearchMethod..............................................................................................21.3IdeaoftheresearchandFramework......................................................................32Conceptsandtheories....................................................................................................62.1QualityofITServiceandInternationalStandardofITServiceManagement.......62.1.1ConceptofITService......................................................................................62.1.2ContentofITService.......................................................................................62.1.3TheInternationalStandardofITServiceManagement–ISO20000...............72.2ThebasictheoryofProjectQualityManagement................................................82.2.1QualityPlanofProject.....................................................................................82.2.2QualityControlofProject................................................................................92.2.3QualityAssuranceofProject..........................................................................92.2.4QualitycontinuousimprovementofProject...................................................102.2.5TheContentsoftheVariousStagesoftheProjectQualityManagement......103DemandsandTasksoftheITserviceoutsourcingproject...........................................123.1OverviewoftheITServiceOutsourcingProject..................................................123.1.1BackgroundoftheProject.............................................................................123.1.2ITServiceOutsourcingProjectandServicecontents....................................123.2Thedirectionofqualityimprovement..................................................................144QualityPlanoftheITserviceoutsourcingproject.......................................................164.1PlanningoftheProjectobject...............................................................................164.1.1EstablishingthequalitypolicyoftheProject.................................................164.1.2EstablishingQualityrequirementsoftheProject...........................................174.2DesignprocessesofITServicemanagement........................................................174.2.1TheITservicemanagementprocessesoftheproject...................................174.2.2IncidentManagementProcess........................................................................184.2.3ServiceLevelManagementProcess...............................................................254.3RolesandresponsibilitiesoftheProcesses............................................................284.3.1RolesandresponsibilitiesoftheIncidentManagementprocess....................284.3.2RolesandresponsibilitiesoftheSLMProcess...............................................294.4Determinetheinteractionbetweentheprocesses..................................................294.5Requesttotheoutputoftheprocesses..................................................................304.6Identifyrelevantresources....................................................................................314.7monitoringandmeasurementmethodsandrecord...............................................314.7.1monitoringandmeasuringoftheIndicatorsofIncidentManagementprocess324.7.2monitoringandmeasuringoftheIndicatorsofServiceLevelManagementprocess.............................................................................................................325QualityControloftheITserviceoutsourcingproject..................................................345.1Real-timemonitoringofthequalityofservice.......................................................355.2Consumercomplaintsandcomplaintscontrol.......................................................365.2.1Complaintsmanagementprocess....................................................................365.2.2Processmetrics...............................................................................................385.3ControlofCustomerSatisfaction.........................................................................385.3.1Targetsandmeasures......................................................................................385.3.2Thechoiceofsurveyti**...........................................................................385.3.3Managementpolicy........................................................................................395.3.4Managementprocess......................................................................................395.4QualityControlCases...........................................................................................405.4.1monitoringandmeasuringofservicequalityofdesk.....................................405.4.2monitoringandmeasuringofrateoffirst-linetosolve…..............................416QualityassuranceandcontinuousimprovementtheITserviceoutsourcingproject....436.1establishmentofqualityassurancesystem............................................................436.1.1managementresponsibility.............................................................................436.1.2Documentationrequirements..........................................................................446.1.3Competence,awarenessandtraining.............................................................466.1.4Implementservicemanagementandprovidetheservicemanagement..........466.1.5Planningandimplementingneworchangedservices....................................486.2EstablishsystemsandmechanismofITservicesmanagement...........................486.2.1Policyofqualitycontinuousimprovement...................................................486.2.2ContinuousImprovementProcess..................................................................497Conclusion..................................................................................................................567.1PaperSummary..................................................................................................567.2PotentialResearchinNextPhase......................................................................57References.......................................................................................................................58Appendix.........................................................................................................................59Acknowledgments...........................................................................................................75Declaration
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