基于ITIL的高校IT服务管理应用研究

Research on the Application of ITSM Based on ITIL in Higher Education Institutions

高校IT应用系统逐渐增多，用户对IT服务的质量要求也越来越高，而IT部门由于服务人员数量有限同时采用的是传统的IT管理方式，服务效率和质量都较低。一些高校的IT部门已经尝试通过实施IT服务管理来改变这一现状。文章首先介绍了IT服务管理和ITIL的概念，在分析了高校实施IT服务管理的难点后，对ITIL进行裁剪得到一个较适合高校的IT服务管理模型，并分析了其模块和流程设置，昀后就实施的战略和流程作了讨论。

As more and more information systems are built in higher education institutions， users needs better IT services more eagerly than ever before， the IT service departments still work in a tradition way， which is inefficient and ineffective. But now some are trying to implement IT service management to change this situation. The paper first introduces the basis of IT service management and ITIL， and after analyzing the difficulty which may be faced during the implementation of IT service management， it offers a IT service management model that suitable for higher education institutions. At the end it discusses its functions and processes of implementation.