Design And Implementation Of IT Service Management Based On ITIL

With the rapid development of information technology for enterprises, the complexity of the system increasingly rises up. Resulting in the enterprises cannot be efficient and economical use of IT resources. The concept of IT Service Management(ITSM) have been proposed under this context, which emphasizes the needs of IT services and business effective integration, while focusing on the costs and benefits of IT investment. Internationally, IBM, HP, Microsoft and some other companies have put forward the corresponding solution, but its high price threshold is making a lot of SMEs cannot afford.Based on deep analyzing and researching of the concept of IT Service Management based on ITIL, an IT Service Management platform-ITDirect Management System based on ITIL is structured. Through the system it can achieve the efficient IT resource management and cost control, thereby a lower cost and a more reasonable process can improved the IT service quality and customer satisfaction, and to help users manage IT resources in the way of stability reliability, convenience and efficiency. At the same time, IT service processes are standardized so that the workload of the service personnel could be quantified thus offering an efficient evaluating way for the managers.This paper first introduces the basic concepts of ITIL and the background and development of the IT service management, and then deep analyzes the elements and the concepts of IT Service Management. And then on the research of the ten core processes of ITIL, a function (service desk function) and their inter-relationship, the concrete steps of the ITDirect Management System are built. Then the ITDirect Management System is designed and implemented based on the steps.