基于分级模式的IT技术服务流程精益改善及其仿真分析

Lean Improvement and Simulation Analysis of IT Technical Service Process Based on Multi-level Model

摘要:

本文以某IT技术支持管理流程的精益改善项目为例,首先,通过分析当前状态价值流和流程中的浪费,构建了基于分级模式的IT技术支持服务未来状态价值流图,指出了精益改善的主要措施。进一步,采用价值流图分析与仿真技术相结合的方法,利用Arena软件建立了IT服务流程离散事件仿真模型。最后,依据仿真得到的精益改善前后周期时间分布,并通过敏感性分析,提出了基于分级模式的IT技术支持精益改善相关的命题,表明：基于分级模式的技术支持管理流程精益改善,可提升快速响应用户需求的能力,更好地实现用户价值；在低级别的技术支持层次上提高其服务比率、缩短持续时间,更有利于缩短整个流程的周期时间和等待时间。

关键词:精益管理; IT技术服务管理; 价值流图析; 仿真

Abstract:

This paper utilizes an IT technical service process as an example for evaluating the lean improvement. Firstly, through analyzing the current Value Stream Mapping (VSM) of the IT service processes and identifying various wastes, the future VSM is built based on multi-level supporting model. Furthermore, this paper presents the method of combining simulation technology with VSM to build the discrete-event simulation model of the future VSM with Arena software. Finally, according to the simulation results of lean improvement and sensitivity analysis, this paper provides some proposition about lean improvement based on multi-level supporting model. These propositions indicate that the multi-level supporting model can improve the capability of responding user’s requirement and achieve the value customer better, and increasing the ration of service and decrease duration of the lower level of supporting can help shorten the cycle time of service process

Key words:Lean Management; IT Technical Service Management; Value Stream Mapping/Analysis (VSM/A); Simulation