基于流程的环境领域IT服务管理模式设计与实现

Design and Implementation on Process based Information Technology Service Management Environmental E-government Context

摘要:

随着环境领域电子政务建设重点逐渐从建设转向运营维护，传统由单个应用开发商或软硬件提供商分别提供运维服务的模式已经无法提供高质量的运维服务。本文以流程理念为基础，参考IT运维服务管理的国家推荐标准（GB/T 28827-2012）和ITIL等国际标准，结合湖北省环保部门管理实际，提出了集中式服务台和事件管理、问题管理、变更管理、发布管理和配置管理等流程的设计与实现。本研究对促进电子政务特别是环保领域电子政务运营服务的规范化，进一步改善电子政务治理水平具有实践价值和理论意义。

Abstract:

The e-government in environmental administration area have changed its focus from implementation to operations and maintenances. Traditional function based IT service provide style loses its ability to provided satisfied high quality operation and maintenances service. Keeping process as its core, the paper designed an ITSM process framework with references on Chinese state standards (GB/T 28827-2012) and Information Technology Infrastructure Library (ITIL). Implementation strategies, steps and recommendations also discussed in the paper. The research has implementations on e-government service professional, improving ITSM quality and e-government governances.