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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: Research on the Quality Managementfor An IT Service Outsourcing Project

of Company Z

Professional Fields: Project Management

Applicant:

Supervisor:

ABSTRACT

With the rapiddevelopment of Information technology, IT service have been more and morewidely used，which is a strong impetus to the businessdevelopment and the inevitable product of social collaboration and ITtechnology continues advancement. It has completely changed the mode ofoperation of the IT industry and came to be the main direction of the developmentof the commercial organization in the future. IT service outsourcing has cameinto being on the background, carrying out often in the form of the projects,which determines that the quality management of the projects has its owncharacteristics. The qualities of service providers in the domestic IT serviceoutsourcing market are various, and the research on the theory and practice ofquality management of IT services outsourcing project in the country has juststarted, which become a bottleneck restricting business development of theservice providers.

Based on the serviceprovider (company Z), this paper selects the IT Service outsourcing project to makea research on its the quality management. Firstly it describes the backgroundof the IT services outsourcing project of company Z, specific services, and theproject management process, and  analyzesthe IT service management quality situation of outsourcing customer (company A)to find the essence of the problems. And on this basement, the paper uses thetheory of IT service management, quality management, project management, andpractices of the IT Service Management System to research to do the targetingand planning by seven steps of the project quality management process ai** thetask characteristics of the project; then controls the related areas of ITservice management activities at the same time design quality assurance andcontinuous improvement measures with the ISO20000 international standard terms .

The paper studies thequality management in all aspects of the project, helping the companies to improvethe efficiency of the IT operation and maintenance services and the customersatisfaction, and effectively solves the previous issues of low systemavailability and timeliness of troubleshooting as well as poor usersatisfaction, which also important to improve the quality of the Company Zother projects or other enterprise IT access package projects.

KEY WORDS: IT ServiceOutsourcing;Project Management; Quality Management; ISO20000;

IT Service Management

TYPE OF THESIS: Applied Research

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

4.2.1 IT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

5.2 IT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

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

1.1 Background of the Project...................................................................................... 1

1.1.1 Background introduction................................................................................. 1

1.1.2 Problem and Research  Meaning.................................................................... 1

1.2 Research Content and Method .............................................................................. 2

1.2.1 Research Content ........................................................................................... 2

1.2.2 Research Method.............................................................................................. 2

1.3 Idea of the research andFramework...................................................................... 3

2 Concepts and theories.................................................................................................... 6

2.1 Quality of IT Service andInternational Standard of IT Service Management....... 6

2.1.1 Concept of IT Service...................................................................................... 6

2.1.2 Content of IT Service....................................................................................... 6

2.1.3 The InternationalStandard of IT Service Management– ISO20000............... 7

2.2 The basic theory of  Project Quality Management................................................ 8

2.2.1 Quality Plan of Project..................................................................................... 8

2.2.2 Quality Control ofProject................................................................................ 9

2.2.3 Quality Assurance ofProject .......................................................................... 9

2.2.4 Quality continuousimprovement of Project................................................... 10

2.2.5 The Contents of theVarious Stages of the Project Quality Management...... 10

3 Demands and Tasks of theIT service outsourcing project........................................... 12

3.1 Overview of the IT ServiceOutsourcing Project.................................................. 12

3.1.1 Background of the Project............................................................................. 12

3.1.2 IT Service OutsourcingProject and Service contents.................................... 12

3.2 The direction of qualityimprovement.................................................................. 14

4 Quality Plan of the IT serviceoutsourcing project....................................................... 16

4.1 Planning of the Project object............................................................................... 16

4.1.1 Establishing the qualitypolicy of the Project................................................. 16

4.1.2 Establishing Qualityrequirements of the Project........................................... 17

4.2 Design processes of IT Service management........................................................ 17

4.2.1 The IT service managementprocesses of the project ................................... 17

4.2.2 Incident ManagementProcess........................................................................ 18

4.2.3 Service Level ManagementProcess............................................................... 25

4.3 Roles and responsibilities of theProcesses............................................................ 28

4.3.1 Roles andresponsibilities of the Incident Management process.................... 28

4.3.2 Roles andresponsibilities of the SLM Process............................................... 29

4.4 Determine the interaction between theprocesses.................................................. 29

4.5 Request to the output of theprocesses.................................................................. 30

4.6 Identify relevant resources.................................................................................... 31

4.7 monitoring and measurementmethods and record............................................... 31

4.7.1 monitoring and measuring of the Indicators of Incident Managementprocess 32

4.7.2 monitoring and measuringof the Indicators of Service Level Management

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

5 Quality Control of theIT service outsourcing project.................................................. 34

5.1Real-timemonitoring of the quality of service....................................................... 35

5.2 Consumer complaints andcomplaints control....................................................... 36

5.2.1 Complaintsmanagement process.................................................................... 36

5.2.2 Process metrics............................................................................................... 38

5.3 Control of CustomerSatisfaction ......................................................................... 38

5.3.1 Targets and measures...................................................................................... 38

5.3.2 The choice of survey ti**........................................................................... 38

5.3.3 Management policy........................................................................................ 39

5.3.4 Management process...................................................................................... 39

5.4 Quality Control Cases........................................................................................... 40

5.4.1 monitoringand measuring of service quality of desk..................................... 40

5.4.2 monitoringand measuring of rate of first-line to solve….............................. 41

6 Quality assurance andcontinuous improvement the IT service outsourcing project.... 43

6.1 establishment of qualityassurance system............................................................ 43

6.1.1 management responsibility............................................................................. 43

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

6.1.3 Competence, awareness andtraining............................................................. 46

6.1.4 Implement servicemanagement and provide the service management.......... 46

6.1.5 Planning and implementingnew or changed services.................................... 48

6.2 Establish systems and mechanism ofIT services management ........................... 48

6.2.1 Policy of qualitycontinuous improvement ................................................... 48

6.2.2 Continuous ImprovementProcess.................................................................. 49

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

7.1 Paper Summary.................................................................................................. 56

7.2 Potential Research in Next Phase...................................................................... 57

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

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

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

Declaration

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