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://www.jazzmuze.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： 清華大學出版社

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與軟件專業(yè)技術資格(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標準，涵蓋了信息系統(tǒng)綜合知識、信息技術知識、信息技術服務相關學科知識等，結(jié)合國內(nèi)外IT服務行業(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意義。

本書主要內(nèi)容包括信息系統(tǒng)綜合知識、信息技術知識、信息技術服務知識、IT服務規(guī)劃設計、IT服務部署實施、IT服務運營管理、IT服務持續(xù)改進、監(jiān)督管理、IT服務營銷、團隊建設與管理、標準化知識與IT服務相關標準、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)劃與管理師考試應試者的必讀教材，也可以作為系統(tǒng)規(guī)劃與管理師培訓和輔助用書，還可以作為高等院校相關專業(yè)的教學和參考用書。

《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 信息技術知識

第3章 信息技術服務知識

第4章 IT服務規(guī)劃設計

第5章 IT服務部署實施

第6章 IT服務運營管理

第7章 IT服務持續(xù)改進

第8章 監(jiān)督管理

第9章 IT服務營銷

第10章 團隊建設與管理

第11章 標準化知識與IT服務相關標準

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·················9

1.2.6 電子商務·················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 軟件復用·················36

2.2 面向?qū)ο笙到y(tǒng)分析與設計·················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)設計·················40

2.3 應用集成技術·················40

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

2.3.2 Web Services技術·················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)絡技術·················43

2.4.1 網(wǎng)絡技術標準、協(xié)議與應用·················43

2.4.2 網(wǎng)絡分類、組網(wǎng)和接入技術·················47

2.4.3 網(wǎng)絡服務器和網(wǎng)絡存儲技術·················50

2.4.4 綜合布線和機房工程·················51

2.4.5 網(wǎng)絡規(guī)劃、設計與實施·················52

2.4.6 網(wǎng)絡安全及其防范技術·················53

2.4.7 網(wǎng)絡管理·················54

2.5 新一代信息技術·················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 信息技術服務知識·················69

3.1 產(chǎn)品、服務和信息技術服務·················69

3.1.1 產(chǎn)品·················69

3.1.2 服務·················70

3.1.3 信息技術服務·················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服務規(guī)劃設計·················107

4.1 概述·················107

4.2 IT服務規(guī)劃設計活動·················108

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

4.2.2 關鍵成功因素·················109

4.3 服務目錄管理·················109

4.3.1 設計服務目錄的目的·················110

4.3.2 服務目錄設計活動·················111

4.3.3 關鍵成功因素·················112

4.3.4 參考實例·················112

4.4 服務級別協(xié)議·················113

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

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

4.5 服務需求識別·················116

4.5.1 服務需求識別的目的·················117

4.5.2 服務需求識別的活動·················117

4.5.3 關鍵成功因素·················119

4.6 服務方案設計·················119

4.6.1 服務模式設定·················120

4.6.2 服務級別設定·················121

4.6.3 人員要素設計·················123

4.6.4 資源要素設計·················128

4.6.5 技術要素設計·················132

4.6.6 過程要素設計·················134

第5章 IT服務部署實施·················148

5.1 概述·················148

5.1.1 目標與定位·················148

5.1.2 作用與收益·················149

5.2 IT服務部署實施要素·················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 技術要素部署實施·················152

5.2.4 過程要素部署實施·················157

5.3 IT服務部署實施方法·················158

5.3.1 IT服務部署實施計劃·················158

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

5.3.3 IT服務部署實施驗收·················174

第6章 IT服務運營管理·················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 服務臺管理與評價·················189

6.3.4 備品備件管理·················191

6.4 技術要素管理·················191

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

6.4.2 技術研發(fā)預算·················192

6.4.3 技術成果的運行與改進·················192

6.5 過程要素管理·················194

6.5.1 服務級別管理·················194

6.5.2 服務報告管理·················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 常見運營管理關鍵考核指標·················200

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

第7章 IT服務持續(xù)改進·················205

7.1 概述·················205

7.2 服務測量·················207

7.2.1 服務測量的目標·················207

7.2.2 服務測量的活動·················207

7.2.3 服務測量的關鍵成功因素·················211

7.3 服務回顧·················211

7.3.1 服務回顧目標·················211

7.3.2 服務回顧活動·················211

7.3.3 服務回顧關鍵成功因素·················213

7.4 服務改進·················213

7.4.1 服務改進目標·················213

7.4.2 服務改進活動·················213

7.4.3 關鍵成功因素·················216

第8章 監(jiān)督管理·················219

8.1 概述·················219

8.2 IT服務質(zhì)量管理·················219

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

8.2.2 IT服務評價指標·················220

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

8.3 IT服務風險管理·················234

8.3.1 風險管理計劃·················235

8.3.2 風險識別·················235

8.3.3 風險定性分析·················237

8.3.4 風險定量分析·················238

8.3.5 風險處置計劃·················238

8.3.6 風險監(jiān)控·················239

8.3.7 風險跟蹤·················240

第9章 IT服務營銷·················243

9.1 業(yè)務關系管理·················243

9.1.1 客戶關系管理·················243

9.1.2 供應商關系管理·················245

9.1.3 第三方關系管理·················247

9.2 IT服務營銷過程·················248

9.3 IT服務項目預算、核算和結(jié)算·················252

9.3.1 IT服務項目預算·················253

9.3.2 IT服務項目的核算·················255

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

9.3.4 衡量項目效益的指標·················256

9.4 IT服務外包收益·················257

第10章 團隊建設與管理·················261

10.1 IT服務團隊的特征·················261

10.2 IT服務團隊建設周期·················261

10.2.1 組建期·················262

10.2.2 風暴期·················264

10.2.3 規(guī)范期·················266

10.2.4 表現(xiàn)期·················267

10.3 IT服務團隊管理·················268

10.3.1 目標管理·················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 標準化知識與IT服務相關標準·················285

11.1 標準化知識·················285

11.1.1 標準相關概念·················285

11.1.2 標準的分類·················286

11.1.3 國家標準制定階段和流程·················288

11.2 IT服務國際標準·················289

11.2.1 ISO/IEC20000系列標準·················289

11.2.2 ISO/IEC27000系列標準·················290

11.2.3 ISO9000系列標準·················291

11.2.4 ISO/IEC38500標準·················291

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

11.2.6 ITIL·················294

11.2.7 COBIT·················295

11.3 IT服務國家標準及行業(yè)標準·················297

11.3.1 ITSS標準體系·················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(Service)·················324

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

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

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

13.5 業(yè)務流程(Business Process)·················325

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

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

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

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

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

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

13.12 信息技術服務管理(Information Technology Service

Management(ITSM))·················327

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

13.14 過程Process·················327

參考文獻·················329