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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:ResearchontheQualityManagementforAnITServiceOutsourcingProject

ofCompanyZ

ProfessionalFields:ProjectManagement

Applicant:

Supervisor:

ABSTRACT

WiththerapiddevelopmentofInformationtechnology,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;

ITServiceManagement

TYPEOFTHESIS:AppliedResearch

目录

1绪论...............................................................................................................................1

1.1研究背景.................................................................................................................1

1.1.1研究背景..........................................................................................................1

1.1.2研究问题及意义..............................................................................................1

1.2研究内容及方法.....................................................................................................2

1.2.1研究内容..........................................................................................................2

1.2.2研究方法..........................................................................................................2

1.3研究思路及论文结构.............................................................................................3

2相关概念和理论基础...................................................................................................6

2.1IT服务质量及IT服务管理国际标准...................................................................6

2.1.1IT服务的定义..................................................................................................6

2.1.2IT服务质量的内涵..........................................................................................6

2.1.3IT服务管理的国际标准‐ISO20000.............................................................7

2.2项目质量管理基本理论.........................................................................................8

2.2.1项目质量规划..................................................................................................8

2.2.2项目质量控制..................................................................................................9

2.2.3项目质量保证..................................................................................................9

2.2.4项目质量持续改进........................................................................................10

2.2.5项目各阶段质量管理内容............................................................................10

3Z公司IT服务接包项目的需求和质量目标.............................................................12

3.1IT服务接包项目概况...........................................................................................12

3.1.1IT服务接包项目的背景...............................................................................12

3.1.2服务接包项目及服务内容............................................................................12

3.2项目质量改进方向..............................................................................................14

4Z公司IT接包服务项目的质量规划.........................................................................16

4.1确定质量目标.......................................................................................................16

4.1.1项目质量方针................................................................................................16

4.1.2项目质量指标（总体）................................................................................17

4.2设计IT服务管理流程.........................................................................................17

4.2.1IT服务管理流程...........................................................................................17

4.2.2事件管理流程................................................................................................18

4.2.3服务级别管理流程........................................................................................25

4.3规定流程角色和职责...........................................................................................28

4.3.1事件管理流程角色和职责............................................................................28

4.3.2服务级别管理流程角色和职责....................................................................29

4.4明确过程的相互作用...........................................................................................29

4.5设计流程输出要求...............................................................................................30

4.6确定相关的人力资源...........................................................................................31

4.7规定监视和测量的方法和记录...........................................................................31

4.7.1事件管理流程指标监视和测量....................................................................32

4.7.2服务级别管理流程指标监视和测量............................................................32

5Z公司IT接包项目质量控制.....................................................................................34

5.1服务台及质量监控员对事件单的质量监管.......................................................35

5.2IT服务的用户投诉管控......................................................................................36

5.2.1投诉管理流程................................................................................................36

5.2.2流程衡量标准................................................................................................38

5.3用户满意度的管控...............................................................................................38

5.3.1用户满意度目标及措施................................................................................38

5.3.2满意度调查时间选择....................................................................................38

5.3.3用户满意度管理原则....................................................................................39

5.3.4用户满意度管理流程....................................................................................39

5.4质量控制案例.......................................................................................................40

5.4.1服务台服务质量的测量和控制....................................................................40

5.4.2一线解决率的测量和控制............................................................................41

6Z公司IT服务接包项目质量保证和持续改进.........................................................43

6.1质量保证体系的建立...........................................................................................43

6.1.1管理层职责....................................................................................................43

6.1.2文件要求........................................................................................................44

6.1.3培训、意识和能力........................................................................................46

6.1.4服务管理策划与实施....................................................................................46

6.1.5新业务或变更业务的计划和实施................................................................48

6.2建立项目质量持续改进机制...............................................................................48

6.2.1本项目质量持续改进策略............................................................................48

6.2.2本项目持续改进流程....................................................................................49

7结论与展望.................................................................................................................56

7.1论文总结...............................................................................................................56

7.2可进一步开展的工作...........................................................................................57

参考文献.........................................................................................................................58

附录.................................................................................................................................59

致谢.................................................................................................................................75

声明

CONTENTS

1Preface............................................................................................................................1

1.1BackgroundoftheProject......................................................................................1

1.1.1Backgroundintroduction.................................................................................1

1.1.2ProblemandResearchMeaning....................................................................1

1.2ResearchContentandMethod..............................................................................2

1.2.1ResearchContent...........................................................................................2

1.2.2ResearchMethod..............................................................................................2

1.3IdeaoftheresearchandFramework......................................................................3

2Conceptsandtheories....................................................................................................6

2.1QualityofITServiceandInternationalStandardofITServiceManagement.......6

2.1.1ConceptofITService......................................................................................6

2.1.2ContentofITService.......................................................................................6

2.1.3TheInternationalStandardofITServiceManagement–ISO20000...............7

2.2ThebasictheoryofProjectQualityManagement................................................8

2.2.1QualityPlanofProject.....................................................................................8

2.2.2QualityControlofProject................................................................................9

2.2.3QualityAssuranceofProject..........................................................................9

2.2.4QualitycontinuousimprovementofProject...................................................10

2.2.5TheContentsoftheVariousStagesoftheProjectQualityManagement......10

3DemandsandTasksoftheITserviceoutsourcingproject...........................................12

3.1OverviewoftheITServiceOutsourcingProject..................................................12

3.1.1BackgroundoftheProject.............................................................................12

3.1.2ITServiceOutsourcingProjectandServicecontents....................................12

3.2Thedirectionofqualityimprovement..................................................................14

4QualityPlanoftheITserviceoutsourcingproject.......................................................16

4.1PlanningoftheProjectobject...............................................................................16

4.1.1EstablishingthequalitypolicyoftheProject.................................................16

4.1.2EstablishingQualityrequirementsoftheProject...........................................17

4.2DesignprocessesofITServicemanagement........................................................17

4.2.1TheITservicemanagementprocessesoftheproject...................................17

4.2.2IncidentManagementProcess........................................................................18

4.2.3ServiceLevelManagementProcess...............................................................25

4.3RolesandresponsibilitiesoftheProcesses............................................................28

4.3.1RolesandresponsibilitiesoftheIncidentManagementprocess....................28

4.3.2RolesandresponsibilitiesoftheSLMProcess...............................................29

4.4Determinetheinteractionbetweentheprocesses..................................................29

4.5Requesttotheoutputoftheprocesses..................................................................30

4.6Identifyrelevantresources....................................................................................31

4.7monitoringandmeasurementmethodsandrecord...............................................31

4.7.1monitoringandmeasuringoftheIndicatorsofIncidentManagementprocess32

4.7.2monitoringandmeasuringoftheIndicatorsofServiceLevelManagement

process.............................................................................................................32

5QualityControloftheITserviceoutsourcingproject..................................................34

5.1Real-timemonitoringofthequalityofservice.......................................................35

5.2Consumercomplaintsandcomplaintscontrol.......................................................36

5.2.1Complaintsmanagementprocess....................................................................36

5.2.2Processmetrics...............................................................................................38

5.3ControlofCustomerSatisfaction.........................................................................38

5.3.1Targetsandmeasures......................................................................................38

5.3.2Thechoiceofsurveyti**...........................................................................38

5.3.3Managementpolicy........................................................................................39

5.3.4Managementprocess......................................................................................39

5.4QualityControlCases...........................................................................................40

5.4.1monitoringandmeasuringofservicequalityofdesk.....................................40

5.4.2monitoringandmeasuringofrateoffirst-linetosolve…..............................41

6QualityassuranceandcontinuousimprovementtheITserviceoutsourcingproject....43

6.1establishmentofqualityassurancesystem............................................................43

6.1.1managementresponsibility.............................................................................43

6.1.2Documentationrequirements..........................................................................44

6.1.3Competence,awarenessandtraining.............................................................46

6.1.4Implementservicemanagementandprovidetheservicemanagement..........46

6.1.5Planningandimplementingneworchangedservices....................................48

6.2EstablishsystemsandmechanismofITservicesmanagement...........................48

6.2.1Policyofqualitycontinuousimprovement...................................................48

6.2.2ContinuousImprovementProcess..................................................................49

7Conclusion..................................................................................................................56

7.1PaperSummary..................................................................................................56

7.2PotentialResearchinNextPhase......................................................................57

References.......................................................................................................................58

Appendix.........................................................................................................................59

Acknowledgments...........................................................................................................75

Declaration

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