The Study Of IT Service Management Process And Evaluation Method

With the constant increasement of the reliability of enterprise to information system and the complexity of system itself, traditional IT management mode hasn' t been able to staify the enterprise requirement to information system. The present thesis is the result of the efforts devoted to developing an IT service management framework with ITIL (Information Technology Infrustructure Library) and COBIT (Control Object of Information and related Technology) theory.The whole framework devids IT service management process into IT service assurance process and IT service implementation management process. IT service assurance process has a strategic view, and includes Qulity mangement, customer satisfaction management, cost and buget management and sevice leval mangement process;IT service implementation management process has a operational view and includes incident management, problem management, change management, service desk management process. The nine processes interact and establish an integrated IT service management system.At the same time, the present thesis will define an evaluation method with KPI(Key Performance Indictor) and AHP(Analytical Hierarchy Process) theory from the aspect of applicability and effectivity of this process model.In the finality, the thesis will give an example of a service management plat of an IT service company , illustrate how the model is used in an actual IT service procedure and summarize the whole process framework.