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1、建立SZOO公司IT服务管理体系的总体思路是:建立一个标准化、规范化、可持续改进IT能力和绩效的运行服务管控体系。使服务目标与业务目标保持高度一致,有效地支持业务战略发展。建立规范的服务流程,提高信息技术服务和运营效率。以客户为中心,提高服务质量和客户满意度。有效及高效地整合和利用信息、基础架构、应用、人员等IT资源。建立持续改进的服务管理机制,快速应对市场需求,提高客户满意度。

2、通过IS020000国际标准认证,向国际标杆靠齐,增强市场竞争力,提高组织声誉。控制IT风险及相关的成本,提高与控制IT服务质量、降低长期的服务成本。培养一支具备IT服务管理能力的IT专业团队。

3、【关键词】IT服务管理、ITIL、IS020000【研究类型】应用管理AbstractIT Service Management System is an ITIL concept of practice based on thestandard OOnagement system, IS020000 international norms. The establishmentof a control, evaluation, and sustainable improvements in IT operations andservice OOnagement and control system, effective implementation in thetelecommunications industry to continuously improve telecommunications ITservice and support levels, standardized service OOnagement processes,vigorously improve IT perforOOnce, and more enables IT to support businessdevelopment, to truly become the inner driving force of enterprise developmentIT service OOnagement to help companies achieve business-oriented,cusOOOer-centric services, the establishment of a comprehensive IT serviceOOnagement system is an effective way for the development of enterpriseinforOOtion.The general idea is: the establishment of Shenzhen Telecom IT ServiceManagement System to establish a standardized, sustainable improvements inthe operation of services of the IT capacity and perforOOnce OOnagement andcontrol system. Service objectives with business goals in unison to effectivelysupport business strategy development. Establishment of a standardized serviceprocesses, improve IT service and operational efficiency. CusOOOer-centric,improve service quality and cusOOOer satisfaction. Effective and efficientintegration and use of inforOOtion,infrastructure, applications, personnel andother IT resources. Continuous improvement of service ...