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：http://www.ruantiku.com/study/ggbook.html

《系统规划与管理师教程》课程详解：https://www.cnitpm.com/ggpeixun.html

《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