Tzszf Information Center It Process Optimization

With the constant advancing and deepening of government's IT application in our city, and in the same time that IT supports office affairs comprehensively and deeply, IT operations management has met with unprecedented challenges. First is the rapid growth of customers. With the popularization of IT application, the group of end users has enlarged continuously, meanwhile the portal sites and business systems in every department is starting and operating. Secondly, more and more systems apply the way that the second-order structure of province or city data operate intensively, which calls for the superior reliability of data platform, middleware and network device. Thirdly, the category of business system in every department is numerous and various, systems on the resource-sharing network, business resource net, public service net are dependent and associated, during the course of operation and maintenance, it is often to see the phenomenon of"a slight move in one part may affect the whole situation", which amplify the difficulty of operation and maintenance. Fourthly, new business demands appear constantly, new systems are brought out continuously, the upgrade of software is more and more frequent, background data needs a number of maintenance, workload of the operation and maintenance is increasing. These factors call for stringent requirements of the stability and quick process and recovery to malfunction of computer network, system and terminal equipments, also is the SLA, that bring the higher demands and challenges to the current operation and maintenance. Designing and optimizing the valid IT service management system is the significant method to enhance the ability of information center's operation and maintenance.The thesis introduces the current status of development of electronic government affair in our country, and the application of IT service management in the field of electronic government affair home and abroad. Then uses the SERVQUAL model to analyze and evaluate the satisfaction of IT service of information center, and leads to the biggest key indicators of user's satisfaction, and analyzes the key factors that affect the service affair. Subsequently, the thesis refers to ITIL V2.0(Information Technology Infrastructure Library), and uses the ITIL processing maturity analyzing tools of OGC to analyze the ITIL processing maturity of this centre, then acquire the current status of IT service management. And uses the two results below as input, then output it to ITIL People-Ready Model, and according to the ITIL process optimizing Roadmap of this information centre to guide the IT process optimizing work. Finally, to the optimum practice model of ITSM and Microsoft Operations Framework, formulates detailed solving proposals of IT service process.