系統(tǒng)規(guī)劃與管理師教程目錄共有13大章，包括信息系統(tǒng)綜合知識(shí)、信息系統(tǒng)綜合知識(shí)、信息系統(tǒng)綜合知識(shí)、IT服務(wù)規(guī)劃設(shè)計(jì)、IT服務(wù)部署實(shí)施、IT服務(wù)運(yùn)營(yíng)管理、IT服務(wù)持續(xù)改進(jìn)等。具體如下：

系統(tǒng)規(guī)劃與管理師教程目錄

封面······························································································1

扉頁(yè)······························································································2

內(nèi)容簡(jiǎn)介························································································3

版權(quán)頁(yè)···························································································3

前言······························································································4

致謝······························································································6

目錄······························································································8

第1章 信息系統(tǒng)綜合知識(shí)·····································································16

第2章 信息技術(shù)知識(shí)··········································································49

第3章 信息技術(shù)服務(wù)知識(shí)·····································································84

第4章 IT服務(wù)規(guī)劃設(shè)計(jì)········································································122

第5章 IT服務(wù)部署實(shí)施········································································163

第6章 IT服務(wù)運(yùn)營(yíng)管理········································································194

第7章 IT服務(wù)持續(xù)改進(jìn)········································································220

第8章 監(jiān)督管理················································································234

第9章 IT服務(wù)營(yíng)銷·············································································258

第10章 團(tuán)隊(duì)建設(shè)與管理······································································276

第11章 標(biāo)準(zhǔn)化知識(shí)與IT服務(wù)相關(guān)標(biāo)準(zhǔn)·····················································300

第12章 職業(yè)素養(yǎng)與法律法規(guī)································································334

第13章 專業(yè)英語(yǔ)··············································································339

正文結(jié)束························································································343

參考文獻(xiàn)························································································344

系統(tǒng)規(guī)劃與管理師教程目錄(詳細(xì)目錄)

第1章 信息系統(tǒng)綜合知識(shí)·················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(guó)信息化發(fā)展現(xiàn)狀·················6

1.2.3 國(guó)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(kāi)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(shí)·················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(jì)、測(cè)試與維護(hù)·················34

2.1.3 軟件質(zhì)量保證及質(zhì)量評(píng)價(jià)·················35

2.1.4 軟件配置管理·················35

2.1.5 軟件過(guò)程管理·················36

2.1.6 軟件開(kāi)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(jì)·················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(yǔ)言與可視化建模·················39

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(jì)·················40

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

2.3.1 數(shù)據(jù)庫(kù)與數(shù)據(jù)倉(cāng)庫(kù)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(jì)算機(jī)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(chǔ)技術(shù)·················50

2.4.4 綜合布線和機(jī)房工程·················51

2.4.5 網(wǎng)絡(luò)規(guī)劃、設(shè)計(jì)與實(shí)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(jì)算·················58

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

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

第3章 信息技術(shù)服務(wù)知識(shí)·················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(yùn)維、運(yùn)營(yíng)和經(jīng)營(yíng)·················71

3.2.1 運(yùn)維·················71

3.2.2 運(yùn)營(yíng)·················73

3.2.3 經(jīng)營(yíng)·················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(xiàng)目管理·················83

3.5.1 單項(xiàng)目管理·················84

3.5.2 項(xiàng)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(jiàn)理論方法·················92

3.6.3 質(zhì)量管理過(guò)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(shí)和活動(dòng)·················102

3.7.2 信息安全等級(jí)保護(hù)知識(shí)·················104

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

4.1 概述·················107

4.2 IT服務(wù)規(guī)劃設(shè)計(jì)活動(dòng)·················108

4.2.1 規(guī)劃設(shè)計(jì)的活動(dòng)·················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(jì)服務(wù)目錄的目的·················110

4.3.2 服務(wù)目錄設(shè)計(jì)活動(dòng)·················111

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

4.3.4 參考實(shí)例·················112

4.4 服務(wù)級(jí)別協(xié)議·················113

4.4.1 服務(wù)級(jí)別協(xié)議介紹·················113

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

4.5 服務(wù)需求識(shí)別·················116

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

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

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

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

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

4.6.2 服務(wù)級(jí)別設(shè)定·················121

4.6.3 人員要素設(shè)計(jì)·················123

4.6.4 資源要素設(shè)計(jì)·················128

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

4.6.6 過(guò)程要素設(shè)計(jì)·················134

第5章 IT服務(wù)部署實(shí)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(shí)施要素·················150

5.2.1 人員要素部署實(shí)施·················150

5.2.2 資源要素部署實(shí)施·················150

5.2.3 技術(shù)要素部署實(shí)施·················152

5.2.4 過(guò)程要素部署實(shí)施·················157

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

5.3.1 IT服務(wù)部署實(shí)施計(jì)劃·················158

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

5.3.3 IT服務(wù)部署實(shí)施驗(yàn)收·················174

第6章 IT服務(wù)運(yùn)營(yíng)管理·················179

6.1 概述·················179

6.2 人員要素管理·················179

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

6.2.2 人員能力評(píng)價(jià)與管理·················181

6.2.3 人員績(jī)效管理·················182

6.2.4 人員培訓(xùn)計(jì)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(shí)管理·················186

6.3.3 服務(wù)臺(tái)管理與評(píng)價(jià)·················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(yùn)行與改進(jìn)·················192

6.5 過(guò)程要素管理·················194

6.5.1 服務(wù)級(jí)別管理·················194

6.5.2 服務(wù)報(bào)告管理·················195

6.5.3 事件管理·················196

6.5.4 問(wèn)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(jiàn)運(yùn)營(yíng)管理關(guān)鍵考核指標(biāo)·················200

6.7 常見(jiàn)監(jiān)控內(nèi)容·················201

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

7.1 概述·················205

7.2 服務(wù)測(cè)量·················207

7.2.1 服務(wù)測(cè)量的目標(biāo)·················207

7.2.2 服務(wù)測(cè)量的活動(dòng)·················207

7.2.3 服務(wù)測(cè)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(dòng)·················211

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

7.4 服務(wù)改進(jìn)·················213

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

7.4.2 服務(wù)改進(jìn)活動(dòng)·················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(píng)價(jià)模型·················219

8.2.2 IT服務(wù)評(píng)價(jià)指標(biāo)·················220

8.2.3 常見(jiàn)運(yùn)維服務(wù)質(zhì)量管理活動(dòng)·················232

8.3 IT服務(wù)風(fēng)險(xiǎn)管理·················234

8.3.1 風(fēng)險(xiǎn)管理計(jì)劃·················235

8.3.2 風(fēng)險(xiǎn)識(shí)別·················235

8.3.3 風(fēng)險(xiǎn)定性分析·················237

8.3.4 風(fēng)險(xiǎn)定量分析·················238

8.3.5 風(fēng)險(xiǎn)處置計(jì)劃·················238

8.3.6 風(fēng)險(xiǎn)監(jiān)控·················239

8.3.7 風(fēng)險(xiǎn)跟蹤·················240

第9章 IT服務(wù)營(yíng)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(yíng)銷過(guò)程·················248

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

9.3.1 IT服務(wù)項(xiàng)目預(yù)算·················253

9.3.2 IT服務(wù)項(xiàng)目的核算·················255

9.3.3 IT服務(wù)項(xiàng)目結(jié)算·················256

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

9.4 IT服務(wù)外包收益·················257

第10章 團(tuán)隊(duì)建設(shè)與管理·················261

10.1 IT服務(wù)團(tuán)隊(duì)的特征·················261

10.2 IT服務(wù)團(tuán)隊(duì)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(tuán)隊(duì)管理·················268

10.3.1 目標(biāo)管理·················269

10.3.2 激勵(lì)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(shí)與IT服務(wù)相關(guān)標(biāo)準(zhǔn)·················285

11.1 標(biāo)準(zhǔn)化知識(shí)·················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(guó)家標(biāo)準(zhǔn)制定階段和流程·················288

11.2 IT服務(wù)國(guó)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(guó)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(yùn)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(shí)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(yǔ)·················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(shí)施服務(wù)(Integration Implementation Service)·················326

13.10 運(yùn)行維護(hù)服務(wù)(Operation Maintenance Service)·················326

13.11 運(yùn)營(yíng)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(guò)程Process·················327

參考文獻(xiàn)·················329