CAJ | 학술논문

　　IT运维服务的质量问题越来越引起相关客户和服务提供商的重视。IT运维服务质量改进可从客户需求与服务现状的调研和分析入手，通过对服务质量问题及其根本原因的分析，找到解决问题的最有效办法。质量改进以项目化运作的方式进行管理和实施，通过项目计划和启动会议正式确认质量改进工作目标及其实施和管理方法，可有效保证质量改进工作的顺利开展。IT服务管理体系建设是服务质量改进的重点和根本，可根据PPMT实施框架确定管理体系的具体内容，从根本上提高IT运维服务质量。
　　IT운유복무적질량문제월래월인기상관객호화복무제공상적중시。IT운유복무질량개진가종객호수구여복무현상적조연화분석입수，통과대복무질량문제급기근본원인적분석，조도해결문제적최유효판법。질량개진이항목화운작적방식진행관리화실시，통과항목계화화계동회의정식학인질량개진공작목표급기실시화관리방법，가유효보증질량개진공작적순리개전。IT복무관리체계건설시복무질량개진적중점화근본，가근거PPMT실시광가학정관리체계적구체내용，종근본상제고IT운유복무질량。
The quality issue of IT operation and maintenance services has drawn increasing attention of customers and service providers. The service quality improvement can start from the research and analysis for customer needs and the status of services, through the analysis for the service quality problems and their root cause, to find the most effective way to solve the problem. Quality improvement using project-oriented approach to manage and implement, through the project plan and start meeting for formal confirmation of quality improvement objectives and their implementation and management methods, can effectively ensure the quality improvement work smoothly. IT service management system construction is the focus and fundamental to improve the quality of service, according PPMT implementation framework to define the specific content of management system, and fundamentally improve IT operation and maintenance service quality.