软考office版本 软考官方指定教材
![](https://s5-edu.51cto.com/edu/edu-soft-exam-station/assets/imgs/custom_service_img1-BRl-I0ul.png)
![下载资料](https://s5-edu.51cto.com/edu/edu-soft-exam-station/assets/imgs/information_download-CGLFL4qJ.png)
![下载按钮](https://s5-edu.51cto.com/edu/edu-soft-exam-station/assets/imgs/red_download-Bbnuftgo.png)
![引号](https://s5-edu.51cto.com/edu/edu-soft-exam-station/assets/imgs/icon_mark_right-Cl34QeLb.png)
目前暂无2022年系统规划与管理师教程改版的官方信息,故2022年系统规划与管理师教程将继续沿用2017年出版的版本。系统规划与管理师是2017年下半年首次开考,《系统规划与管理师教程》自开考以来还是没变,该教程是考生备考系统规划与管理师考试必不可少的工具书籍之一。 《系统规划与管理师教程》购买地址:《系统规划与管理师教程》课程详解: 《系统规划与管理师教程》由全国计算机专业技术资格考试办公
![引号](https://s5-edu.51cto.com/edu/edu-soft-exam-station/assets/imgs/icon_mark_left-4AEBbw8W.png)
目前暂无2022年系统规划与管理师教程改版的官方信息,故2022年系统规划与管理师教程将继续沿用2017年出版的版本。系统规划与管理师是2017年下半年首次开考,《系统规划与管理师教程》自开考以来还是没变,该教程是考生备考系统规划与管理师考试必不可少的工具书籍之一。
《系统规划与管理师教程》购买地址:
《系统规划与管理师教程》课程详解:
《系统规划与管理师教程》由全国计算机专业技术资格考试办公室组编,崔静主编,贾璐、谭志彬、彭晓楠副主编,由清华大学出版社出版,定价为59元。该书是系统规划与管理师考试指定用书,其基本信息如下:
定价:59元
印次:1-9
ISBN:9787302476160
版权: 清华大学出版社
出版日期:2017年8月1日
《系统规划与管理师教程》内容简介:
本书是全国计算机技术与软件专业技术资格(水平)考试办公室组织编写的考试指定用书。本书根据系统规划与管理师考试大纲编写,借鉴了国际上先进的ITSM管理体系,依据国内ITSS标准,涵盖了信息系统综合知识、信息技术知识、信息技术服务相关学科知识等,结合国内外IT服务行业的最佳实践,对于系统规划与管理师考试具有重要的指导意义。
本书主要内容包括信息系统综合知识、信息技术知识、信息技术服务知识、IT服务规划设计、IT服务部署实施、IT服务运营管理、IT服务持续改进、监督管理、IT服务营销、团队建设与管理、标准化知识与IT服务相关标准、职业素养与法律法规以及专业英语。
本书是参加系统规划与管理师考试应试者的必读教材,也可以作为系统规划与管理师培训和辅助用书,还可以作为高等院校相关专业的教学和参考用书。
《系统规划与管理师教程》目录:
《系统规划与管理师教程》共13大章,具体章节名称如下:
第1章 信息系统综合知识
第2章 信息技术知识
第3章 信息技术服务知识
第4章 IT服务规划设计
第5章 IT服务部署实施
第6章 IT服务运营管理
第7章 IT服务持续改进
第8章 监督管理
第9章 IT服务营销
第10章 团队建设与管理
第11章 标准化知识与IT服务相关标准
第12章 职业素养与法律法规
第13章 专业英语
详细目录
第1章 信息系统综合知识·················1
1.1 信息的定义和属性·················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 信息的传输模型·················3
1.1.4 信息的质量属性·················4
1.2 信息化·················4
1.2.1 信息化的含义·················4
1.2.2 我国信息化发展现状·················6
1.2.3 国家信息化发展战略纲要·················6
1.2.4 两化融合·················7
1.2.5 电子政务·················9
1.2.6 电子商务·················11
1.2.7 企业信息化·················19
1.3 信息系统·················23
1.3.1 信息系统定义·················23
1.3.2 信息系统的生命周期·················24
1.3.3 信息系统常用的开发方法·················25
1.3.4 信息系统总体规划·················27
1.4 IT战略·················30
1.4.1 IT战略的内涵·················30
1.4.2 IT战略的意义·················31
1.4.3 IT战略规划方法·················32
第2章 信息技术知识·················34
2.1 软件工程·················34
2.1.1 软件需求分析与定义·················34
2.1.2 软件设计、测试与维护·················34
2.1.3 软件质量保证及质量评价·················35
2.1.4 软件配置管理·················35
2.1.5 软件过程管理·················36
2.1.6 软件开发工具·················36
2.1.7 软件复用·················36
2.2 面向对象系统分析与设计·················37
2.2.1 面向对象的基本概念·················37
2.2.2 统一建模语言与可视化建模·················39
2.2.3 面向对象系统分析·················40
2.2.4 面向对象系统设计·················40
2.3 应用集成技术·················40
2.3.1 数据库与数据仓库技术·················40
2.3.2 Web Services技术·················41
2.3.3 JavaEE架构·················41
2.3.4 NET架构·················42
2.3.5 软件中间件·················42
2.4 计算机网络技术·················43
2.4.1 网络技术标准、协议与应用·················43
2.4.2 网络分类、组网和接入技术·················47
2.4.3 网络服务器和网络存储技术·················50
2.4.4 综合布线和机房工程·················51
2.4.5 网络规划、设计与实施·················52
2.4.6 网络安全及其防范技术·················53
2.4.7 网络管理·················54
2.5 新一代信息技术·················55
2.5.1 大数据·················55
2.5.2 云计算·················58
2.5.3 物联网·················61
2.5.4 移动互联网·················64
第3章 信息技术服务知识·················69
3.1 产品、服务和信息技术服务·················69
3.1.1 产品·················69
3.1.2 服务·················70
3.1.3 信息技术服务·················70
3.2 运维、运营和经营·················71
3.2.1 运维·················71
3.2.2 运营·················73
3.2.3 经营·················74
3.3 IT治理·················78
3.4 IT服务管理·················80
3.4.1 传统管理方式·················80
3.4.2 体系化管理方式·················80
3.5 项目管理·················83
3.5.1 单项目管理·················84
3.5.2 项目群管理·················86
3.6 质量管理理论·················90
3.6.1 质量管理发展历史·················90
3.6.2 质量管理常见理论方法·················92
3.6.3 质量管理过程·················94
3.6.4 质量管理工具·················98
3.7 信息安全管理·················102
3.7.1 信息安全管理体系、知识和活动·················102
3.7.2 信息安全等级保护知识·················104
第4章 IT服务规划设计·················107
4.1 概述·················107
4.2 IT服务规划设计活动·················108
4.2.1 规划设计的活动·················108
4.2.2 关键成功因素·················109
4.3 服务目录管理·················109
4.3.1 设计服务目录的目的·················110
4.3.2 服务目录设计活动·················111
4.3.3 关键成功因素·················112
4.3.4 参考实例·················112
4.4 服务级别协议·················113
4.4.1 服务级别协议介绍·················113
4.4.2 服务级别协议内容·················114
4.5 服务需求识别·················116
4.5.1 服务需求识别的目的·················117
4.5.2 服务需求识别的活动·················117
4.5.3 关键成功因素·················119
4.6 服务方案设计·················119
4.6.1 服务模式设定·················120
4.6.2 服务级别设定·················121
4.6.3 人员要素设计·················123
4.6.4 资源要素设计·················128
4.6.5 技术要素设计·················132
4.6.6 过程要素设计·················134
第5章 IT服务部署实施·················148
5.1 概述·················148
5.1.1 目标与定位·················148
5.1.2 作用与收益·················149
5.2 IT服务部署实施要素·················150
5.2.1 人员要素部署实施·················150
5.2.2 资源要素部署实施·················150
5.2.3 技术要素部署实施·················152
5.2.4 过程要素部署实施·················157
5.3 IT服务部署实施方法·················158
5.3.1 IT服务部署实施计划·················158
5.3.2 IT服务部署实施执行·················163
5.3.3 IT服务部署实施验收·················174
第6章 IT服务运营管理·················179
6.1 概述·················179
6.2 人员要素管理·················179
6.2.1 人员储备与连续性管理·················180
6.2.2 人员能力评价与管理·················181
6.2.3 人员绩效管理·················182
6.2.4 人员培训计划执行·················184
6.3 资源要素管理·················185
6.3.1 工具管理·················185
6.3.2 知识管理·················186
6.3.3 服务台管理与评价·················189
6.3.4 备品备件管理·················191
6.4 技术要素管理·················191
6.4.1 技术研发规划·················191
6.4.2 技术研发预算·················192
6.4.3 技术成果的运行与改进·················192
6.5 过程要素管理·················194
6.5.1 服务级别管理·················194
6.5.2 服务报告管理·················195
6.5.3 事件管理·················196
6.5.4 问题管理·················197
6.5.5 配置管理·················198
6.5.6 变更管理·················198
6.5.7 发布管理·················198
6.5.8 安全管理·················199
6.5.9 连续性和可用性管理·················199
6.5.10 容量管理·················200
6.6 常见运营管理关键考核指标·················200
6.7 常见监控内容·················201
第7章 IT服务持续改进·················205
7.1 概述·················205
7.2 服务测量·················207
7.2.1 服务测量的目标·················207
7.2.2 服务测量的活动·················207
7.2.3 服务测量的关键成功因素·················211
7.3 服务回顾·················211
7.3.1 服务回顾目标·················211
7.3.2 服务回顾活动·················211
7.3.3 服务回顾关键成功因素·················213
7.4 服务改进·················213
7.4.1 服务改进目标·················213
7.4.2 服务改进活动·················213
7.4.3 关键成功因素·················216
第8章 监督管理·················219
8.1 概述·················219
8.2 IT服务质量管理·················219
8.2.1 IT服务质量评价模型·················219
8.2.2 IT服务评价指标·················220
8.2.3 常见运维服务质量管理活动·················232
8.3 IT服务风险管理·················234
8.3.1 风险管理计划·················235
8.3.2 风险识别·················235
8.3.3 风险定性分析·················237
8.3.4 风险定量分析·················238
8.3.5 风险处置计划·················238
8.3.6 风险监控·················239
8.3.7 风险跟踪·················240
第9章 IT服务营销·················243
9.1 业务关系管理·················243
9.1.1 客户关系管理·················243
9.1.2 供应商关系管理·················245
9.1.3 第三方关系管理·················247
9.2 IT服务营销过程·················248
9.3 IT服务项目预算、核算和结算·················252
9.3.1 IT服务项目预算·················253
9.3.2 IT服务项目的核算·················255
9.3.3 IT服务项目结算·················256
9.3.4 衡量项目效益的指标·················256
9.4 IT服务外包收益·················257
第10章 团队建设与管理·················261
10.1 IT服务团队的特征·················261
10.2 IT服务团队建设周期·················261
10.2.1 组建期·················262
10.2.2 风暴期·················264
10.2.3 规范期·················266
10.2.4 表现期·················267
10.3 IT服务团队管理·················268
10.3.1 目标管理·················269
10.3.2 激励管理·················273
10.3.3 执行管理·················275
10.3.4 人员发展管理·················276
第11章 标准化知识与IT服务相关标准·················285
11.1 标准化知识·················285
11.1.1 标准相关概念·················285
11.1.2 标准的分类·················286
11.1.3 国家标准制定阶段和流程·················288
11.2 IT服务国际标准·················289
11.2.1 ISO/IEC20000系列标准·················289
11.2.2 ISO/IEC27000系列标准·················290
11.2.3 ISO9000系列标准·················291
11.2.4 ISO/IEC38500标准·················291
11.2.5 ISO·················22301·················292
11.2.6 ITIL·················294
11.2.7 COBIT·················295
11.3 IT服务国家标准及行业标准·················297
11.3.1 ITSS标准体系·················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运维能力成熟度模型·················317
第12章 职业素养与法律法规·················319
12.1 职业素养·················319
12.1.1 职业道德·················319
12.1.2 行为规范·················319
12.2 法律法规·················320
12.2.1 法律概念·················320
12.2.2 法律体系·················320
12.2.3 诉讼时效·················320
12.2.4 常用的法律法规·················321
12.2.5 刑法修正案(七)·················322
第13章 专业英语·················324
13.1 服务(Service)·················324
13.2 信息技术(Information Technology)·················324
13.3 信息技术服务(Information Technology Service)·················324
13.4 信息系统(Information System)·················325
13.5 业务流程(Business Process)·················325
13.6 面向信息技术的服务(IT-Oriented Service)·················325
13.7 基于信息技术的服务(IT-Driven Service)·················326
13.8 信息系统集成服务(Information System Integration Service)·················326
13.9 集成实施服务(Integration Implementation Service)·················326
13.10 运行维护服务(Operation Maintenance Service)·················326
13.11 运营服务(Operation Service)·················326
13.12 信息技术服务管理(Information Technology Service
Management(ITSM))·················327
13.13 信息技术治理(Information Technology Governance)·················327
13.14 过程Process·················327
参考文献·················329
软考资料: 2024年软考论文范文> 软考考试核心重点难点汇总> 查看更多>
备考刷题:章节练习+每日一练> 软考历年试题+模拟题>查看更多>