目前暫無2022年系統(tǒng)規(guī)劃與管理師教程改版的官方信息，故2022年系統(tǒng)規(guī)劃與管理師教程將繼續(xù)沿用2017年出版的版本。系統(tǒng)規(guī)劃與管理師是2017年下半年首次開考，《系統(tǒng)規(guī)劃與管理師教程》自開考以來還是沒變，該教程是考生備考系統(tǒng)規(guī)劃與管理師考試必不可少的工具書籍之一。

《系統(tǒng)規(guī)劃與管理師教程》購買地址：http://www.ruantiku.com/study/ggbook.html

《系統(tǒng)規(guī)劃與管理師教程》課程詳解：http://m.xiexiliangjiufa.com/ggpeixun.html

《系統(tǒng)規(guī)劃與管理師教程》由全國計算機專業(yè)技術(shù)資格考試辦公室組編，崔靜主編，賈璐、譚志彬、彭曉楠副主編，由清華大學(xué)出版社出版，定價為59元。該書是系統(tǒng)規(guī)劃與管理師考試指定用書，其基本信息如下：

定價：59元

印次：1-9

ISBN：9787302476160

版權(quán)： 清華大學(xué)出版社

出版日期：2017年8月1日

《系統(tǒng)規(guī)劃與管理師教程》內(nèi)容簡介：

本書是全國計算機技術(shù)與軟件專業(yè)技術(shù)資格(水平)考試辦公室組織編寫的考試指定用書。本書根據(jù)系統(tǒng)規(guī)劃與管理師考試大綱編寫，借鑒了國際上先進的ITSM管理體系，依據(jù)國內(nèi)ITSS標(biāo)準(zhǔn)，涵蓋了信息系統(tǒng)綜合知識、信息技術(shù)知識、信息技術(shù)服務(wù)相關(guān)學(xué)科知識等，結(jié)合國內(nèi)外IT服務(wù)行業(yè)的最佳實踐，對于系統(tǒng)規(guī)劃與管理師考試具有重要的指導(dǎo)意義。

本書主要內(nèi)容包括信息系統(tǒng)綜合知識、信息技術(shù)知識、信息技術(shù)服務(wù)知識、IT服務(wù)規(guī)劃設(shè)計、IT服務(wù)部署實施、IT服務(wù)運營管理、IT服務(wù)持續(xù)改進、監(jiān)督管理、IT服務(wù)營銷、團隊建設(shè)與管理、標(biāo)準(zhǔn)化知識與IT服務(wù)相關(guān)標(biāo)準(zhǔn)、職業(yè)素養(yǎng)與法律法規(guī)以及專業(yè)英語。

本書是參加系統(tǒng)規(guī)劃與管理師考試應(yīng)試者的必讀教材，也可以作為系統(tǒng)規(guī)劃與管理師培訓(xùn)和輔助用書，還可以作為高等院校相關(guān)專業(yè)的教學(xué)和參考用書。

《系統(tǒng)規(guī)劃與管理師教程》目錄：

《系統(tǒng)規(guī)劃與管理師教程》共13大章，具體章節(jié)名稱如下：

第1章 信息系統(tǒng)綜合知識

第2章 信息技術(shù)知識

第3章 信息技術(shù)服務(wù)知識

第4章 IT服務(wù)規(guī)劃設(shè)計

第5章 IT服務(wù)部署實施

第6章 IT服務(wù)運營管理

第7章 IT服務(wù)持續(xù)改進

第8章 監(jiān)督管理

第9章 IT服務(wù)營銷

第10章 團隊建設(shè)與管理

第11章 標(biāo)準(zhǔn)化知識與IT服務(wù)相關(guān)標(biāo)準(zhǔn)

第12章 職業(yè)素養(yǎng)與法律法規(guī)

第13章 專業(yè)英語

詳細目錄

第1章 信息系統(tǒng)綜合知識·················1

1.1 信息的定義和屬性·················1

1.1.1 信息的基本概念·················1

1.1.2 信息的定量描述·················2

1.1.3 信息的傳輸模型·················3

1.1.4 信息的質(zhì)量屬性·················4

1.2 信息化·················4

1.2.1 信息化的含義·················4

1.2.2 我國信息化發(fā)展現(xiàn)狀·················6

1.2.3 國家信息化發(fā)展戰(zhàn)略綱要·················6

1.2.4 兩化融合·················7

1.2.5 電子政務(wù)·················9

1.2.6 電子商務(wù)·················11

1.2.7 企業(yè)信息化·················19

1.3 信息系統(tǒng)·················23

1.3.1 信息系統(tǒng)定義·················23

1.3.2 信息系統(tǒng)的生命周期·················24

1.3.3 信息系統(tǒng)常用的開發(fā)方法·················25

1.3.4 信息系統(tǒng)總體規(guī)劃·················27

1.4 IT戰(zhàn)略·················30

1.4.1 IT戰(zhàn)略的內(nèi)涵·················30

1.4.2 IT戰(zhàn)略的意義·················31

1.4.3 IT戰(zhàn)略規(guī)劃方法·················32

第2章 信息技術(shù)知識·················34

2.1 軟件工程·················34

2.1.1 軟件需求分析與定義·················34

2.1.2 軟件設(shè)計、測試與維護·················34

2.1.3 軟件質(zhì)量保證及質(zhì)量評價·················35

2.1.4 軟件配置管理·················35

2.1.5 軟件過程管理·················36

2.1.6 軟件開發(fā)工具·················36

2.1.7 軟件復(fù)用·················36

2.2 面向?qū)ο笙到y(tǒng)分析與設(shè)計·················37

2.2.1 面向?qū)ο蟮幕靖拍睢ぁぁぁぁぁぁぁぁぁぁぁぁぁぁぁぁ?7

2.2.2 統(tǒng)一建模語言與可視化建?！ぁぁぁぁぁぁぁぁぁぁぁぁぁぁぁぁ?9

2.2.3 面向?qū)ο笙到y(tǒng)分析·················40

2.2.4 面向?qū)ο笙到y(tǒng)設(shè)計·················40

2.3 應(yīng)用集成技術(shù)·················40

2.3.1 數(shù)據(jù)庫與數(shù)據(jù)倉庫技術(shù)·················40

2.3.2 Web Services技術(shù)·················41

2.3.3 JavaEE架構(gòu)·················41

2.3.4 NET架構(gòu)·················42

2.3.5 軟件中間件·················42

2.4 計算機網(wǎng)絡(luò)技術(shù)·················43

2.4.1 網(wǎng)絡(luò)技術(shù)標(biāo)準(zhǔn)、協(xié)議與應(yīng)用·················43

2.4.2 網(wǎng)絡(luò)分類、組網(wǎng)和接入技術(shù)·················47

2.4.3 網(wǎng)絡(luò)服務(wù)器和網(wǎng)絡(luò)存儲技術(shù)·················50

2.4.4 綜合布線和機房工程·················51

2.4.5 網(wǎng)絡(luò)規(guī)劃、設(shè)計與實施·················52

2.4.6 網(wǎng)絡(luò)安全及其防范技術(shù)·················53

2.4.7 網(wǎng)絡(luò)管理·················54

2.5 新一代信息技術(shù)·················55

2.5.1 大數(shù)據(jù)·················55

2.5.2 云計算·················58

2.5.3 物聯(lián)網(wǎng)·················61

2.5.4 移動互聯(lián)網(wǎng)·················64

第3章 信息技術(shù)服務(wù)知識·················69

3.1 產(chǎn)品、服務(wù)和信息技術(shù)服務(wù)·················69

3.1.1 產(chǎn)品·················69

3.1.2 服務(wù)·················70

3.1.3 信息技術(shù)服務(wù)·················70

3.2 運維、運營和經(jīng)營·················71

3.2.1 運維·················71

3.2.2 運營·················73

3.2.3 經(jīng)營·················74

3.3 IT治理·················78

3.4 IT服務(wù)管理·················80

3.4.1 傳統(tǒng)管理方式·················80

3.4.2 體系化管理方式·················80

3.5 項目管理·················83

3.5.1 單項目管理·················84

3.5.2 項目群管理·················86

3.6 質(zhì)量管理理論·················90

3.6.1 質(zhì)量管理發(fā)展歷史·················90

3.6.2 質(zhì)量管理常見理論方法·················92

3.6.3 質(zhì)量管理過程·················94

3.6.4 質(zhì)量管理工具·················98

3.7 信息安全管理·················102

3.7.1 信息安全管理體系、知識和活動·················102

3.7.2 信息安全等級保護知識·················104

第4章 IT服務(wù)規(guī)劃設(shè)計·················107

4.1 概述·················107

4.2 IT服務(wù)規(guī)劃設(shè)計活動·················108

4.2.1 規(guī)劃設(shè)計的活動·················108

4.2.2 關(guān)鍵成功因素·················109

4.3 服務(wù)目錄管理·················109

4.3.1 設(shè)計服務(wù)目錄的目的·················110

4.3.2 服務(wù)目錄設(shè)計活動·················111

4.3.3 關(guān)鍵成功因素·················112

4.3.4 參考實例·················112

4.4 服務(wù)級別協(xié)議·················113

4.4.1 服務(wù)級別協(xié)議介紹·················113

4.4.2 服務(wù)級別協(xié)議內(nèi)容·················114

4.5 服務(wù)需求識別·················116

4.5.1 服務(wù)需求識別的目的·················117

4.5.2 服務(wù)需求識別的活動·················117

4.5.3 關(guān)鍵成功因素·················119

4.6 服務(wù)方案設(shè)計·················119

4.6.1 服務(wù)模式設(shè)定·················120

4.6.2 服務(wù)級別設(shè)定·················121

4.6.3 人員要素設(shè)計·················123

4.6.4 資源要素設(shè)計·················128

4.6.5 技術(shù)要素設(shè)計·················132

4.6.6 過程要素設(shè)計·················134

第5章 IT服務(wù)部署實施·················148

5.1 概述·················148

5.1.1 目標(biāo)與定位·················148

5.1.2 作用與收益·················149

5.2 IT服務(wù)部署實施要素·················150

5.2.1 人員要素部署實施·················150

5.2.2 資源要素部署實施·················150

5.2.3 技術(shù)要素部署實施·················152

5.2.4 過程要素部署實施·················157

5.3 IT服務(wù)部署實施方法·················158

5.3.1 IT服務(wù)部署實施計劃·················158

5.3.2 IT服務(wù)部署實施執(zhí)行·················163

5.3.3 IT服務(wù)部署實施驗收·················174

第6章 IT服務(wù)運營管理·················179

6.1 概述·················179

6.2 人員要素管理·················179

6.2.1 人員儲備與連續(xù)性管理·················180

6.2.2 人員能力評價與管理·················181

6.2.3 人員績效管理·················182

6.2.4 人員培訓(xùn)計劃執(zhí)行·················184

6.3 資源要素管理·················185

6.3.1 工具管理·················185

6.3.2 知識管理·················186

6.3.3 服務(wù)臺管理與評價·················189

6.3.4 備品備件管理·················191

6.4 技術(shù)要素管理·················191

6.4.1 技術(shù)研發(fā)規(guī)劃·················191

6.4.2 技術(shù)研發(fā)預(yù)算·················192

6.4.3 技術(shù)成果的運行與改進·················192

6.5 過程要素管理·················194

6.5.1 服務(wù)級別管理·················194

6.5.2 服務(wù)報告管理·················195

6.5.3 事件管理·················196

6.5.4 問題管理·················197

6.5.5 配置管理·················198

6.5.6 變更管理·················198

6.5.7 發(fā)布管理·················198

6.5.8 安全管理·················199

6.5.9 連續(xù)性和可用性管理·················199

6.5.10 容量管理·················200

6.6 常見運營管理關(guān)鍵考核指標(biāo)·················200

6.7 常見監(jiān)控內(nèi)容·················201

第7章 IT服務(wù)持續(xù)改進·················205

7.1 概述·················205

7.2 服務(wù)測量·················207

7.2.1 服務(wù)測量的目標(biāo)·················207

7.2.2 服務(wù)測量的活動·················207

7.2.3 服務(wù)測量的關(guān)鍵成功因素·················211

7.3 服務(wù)回顧·················211

7.3.1 服務(wù)回顧目標(biāo)·················211

7.3.2 服務(wù)回顧活動·················211

7.3.3 服務(wù)回顧關(guān)鍵成功因素·················213

7.4 服務(wù)改進·················213

7.4.1 服務(wù)改進目標(biāo)·················213

7.4.2 服務(wù)改進活動·················213

7.4.3 關(guān)鍵成功因素·················216

第8章 監(jiān)督管理·················219

8.1 概述·················219

8.2 IT服務(wù)質(zhì)量管理·················219

8.2.1 IT服務(wù)質(zhì)量評價模型·················219

8.2.2 IT服務(wù)評價指標(biāo)·················220

8.2.3 常見運維服務(wù)質(zhì)量管理活動·················232

8.3 IT服務(wù)風(fēng)險管理·················234

8.3.1 風(fēng)險管理計劃·················235

8.3.2 風(fēng)險識別·················235

8.3.3 風(fēng)險定性分析·················237

8.3.4 風(fēng)險定量分析·················238

8.3.5 風(fēng)險處置計劃·················238

8.3.6 風(fēng)險監(jiān)控·················239

8.3.7 風(fēng)險跟蹤·················240

第9章 IT服務(wù)營銷·················243

9.1 業(yè)務(wù)關(guān)系管理·················243

9.1.1 客戶關(guān)系管理·················243

9.1.2 供應(yīng)商關(guān)系管理·················245

9.1.3 第三方關(guān)系管理·················247

9.2 IT服務(wù)營銷過程·················248

9.3 IT服務(wù)項目預(yù)算、核算和結(jié)算·················252

9.3.1 IT服務(wù)項目預(yù)算·················253

9.3.2 IT服務(wù)項目的核算·················255

9.3.3 IT服務(wù)項目結(jié)算·················256

9.3.4 衡量項目效益的指標(biāo)·················256

9.4 IT服務(wù)外包收益·················257

第10章 團隊建設(shè)與管理·················261

10.1 IT服務(wù)團隊的特征·················261

10.2 IT服務(wù)團隊建設(shè)周期·················261

10.2.1 組建期·················262

10.2.2 風(fēng)暴期·················264

10.2.3 規(guī)范期·················266

10.2.4 表現(xiàn)期·················267

10.3 IT服務(wù)團隊管理·················268

10.3.1 目標(biāo)管理·················269

10.3.2 激勵管理·················273

10.3.3 執(zhí)行管理·················275

10.3.4 人員發(fā)展管理·················276

第11章 標(biāo)準(zhǔn)化知識與IT服務(wù)相關(guān)標(biāo)準(zhǔn)·················285

11.1 標(biāo)準(zhǔn)化知識·················285

11.1.1 標(biāo)準(zhǔn)相關(guān)概念·················285

11.1.2 標(biāo)準(zhǔn)的分類·················286

11.1.3 國家標(biāo)準(zhǔn)制定階段和流程·················288

11.2 IT服務(wù)國際標(biāo)準(zhǔn)·················289

11.2.1 ISO/IEC20000系列標(biāo)準(zhǔn)·················289

11.2.2 ISO/IEC27000系列標(biāo)準(zhǔn)·················290

11.2.3 ISO9000系列標(biāo)準(zhǔn)·················291

11.2.4 ISO/IEC38500標(biāo)準(zhǔn)·················291

11.2.5 ISO·················22301·················292

11.2.6 ITIL·················294

11.2.7 COBIT·················295

11.3 IT服務(wù)國家標(biāo)準(zhǔn)及行業(yè)標(biāo)準(zhǔn)·················297

11.3.1 ITSS標(biāo)準(zhǔn)體系·················297

11.3.2 GB/T29264-2012·················300

11.3.3 GB/T28827.1-2012·················304

11.3.4 GB/T28827.2-2012·················305

11.3.5 GB/T28827.3-2012·················306

11.3.6 SJ/T11564.4-2015·················307

11.3.7 SJ/T11445.2-2012·················309

11.3.8 SJ/T11565.1-2015·················310

11.3.9 SJ/T11435-2016·················311

11.3.10 SJ/T11623-2016·················313

11.3.11 ITSS運維能力成熟度模型·················317

第12章 職業(yè)素養(yǎng)與法律法規(guī)·················319

12.1 職業(yè)素養(yǎng)·················319

12.1.1 職業(yè)道德·················319

12.1.2 行為規(guī)范·················319

12.2 法律法規(guī)·················320

12.2.1 法律概念·················320

12.2.2 法律體系·················320

12.2.3 訴訟時效·················320

12.2.4 常用的法律法規(guī)·················321

12.2.5 刑法修正案(七)·················322

第13章 專業(yè)英語·················324

13.1 服務(wù)(Service)·················324

13.2 信息技術(shù)(Information Technology)·················324

13.3 信息技術(shù)服務(wù)(Information Technology Service)·················324

13.4 信息系統(tǒng)(Information System)·················325

13.5 業(yè)務(wù)流程(Business Process)·················325

13.6 面向信息技術(shù)的服務(wù)(IT-Oriented Service)·················325

13.7 基于信息技術(shù)的服務(wù)(IT-Driven Service)·················326

13.8 信息系統(tǒng)集成服務(wù)(Information System Integration Service)·················326

13.9 集成實施服務(wù)(Integration Implementation Service)·················326

13.10 運行維護服務(wù)(Operation Maintenance Service)·················326

13.11 運營服務(wù)(Operation Service)·················326

13.12 信息技術(shù)服務(wù)管理(Information Technology Service

Management(ITSM))·················327

13.13 信息技術(shù)治理(Information Technology Governance)·················327

13.14 過程Process·················327

參考文獻·················329