【畢業(yè)論文】基于itil的朗新軟件運(yùn)維服務(wù)管理流程研究

1、碩 士 學(xué) 位 論 文題目 題目 基于 基于 ITIL 的朗新軟件運(yùn)維服務(wù)管理流程研究 的朗新軟件運(yùn)維服務(wù)管理流程研究基于 ITIL 的朗新軟件運(yùn)維服務(wù)管理流程研究IIAbstracts AbstractsWith the continuous advancement of every information-based industry, the reliable and stable operation of the i

2、ncreasing system in the maintaining stage of many enterprises has been closely related to the normal production and operation and core interests of enterprises. Thus, software operation and maintenance services are reall

3、y important for the software system using and service supplying enterprises. On the basis of that, it is the only choice for the software enterprises to strengthen the research of software maintenance processes and impro

4、ve the quality and efficiency of software service in order to improve their competitiveness and create better survival state.The article firstly proposes the necessity of the research on software operation and maintenanc

5、e process management by giving the analysis of its status quo and developing trend in the application enterprises of China. The article also analyzes the characters of the software operation and maintenance process and s

6、ervice based on the theory of the knowledge intensive business service. It also tells that the goal of the research on the software operation and maintenance is to improve the quality and efficiency of its service, the f

7、ive factors (Visibility, reliability, responsiveness, assurance and empathy) of which theoretically shows the need of construction of the service management system. After the case study on the Longshine about the existin

8、g main problem of China's software enterprises, the article shows a structure with core of process management, support of organizational structure models and ITIL methodology. The article discusses the structure of r

9、easonable and high-efficiency Operation and maintenance process with the practical case study through the two ITIL core contents – Service delivery and Service support. We hope it will form the positive effects on the co

10、nstruction and improvement of the software operation and maintenance service management process through the practical case study and experience accumulation. Key words: Management processes；Software operation and mainten