Research And Implementation On Decision Making Methords Of Business Driven IT Service Mangement

Information technology allows businesses increasingly rely on IT services; in order to provide IT services more effectively, IT service management (ITSM) has emerged. ITIL as a set of best practices for IT service management processes has been widely used. Although the ITIL standards meet business requirements to some extent, it mostly uses technical metrics-usually availability, throughput and response time-to gauge the quality of service (QoS) offered to the user. This is true at least in the very important Service Level Management ITIL process. For other processes such as change management, metrics may be altogether different but they still reflect how smoothly IT operations are running. IT personnel make decisions which may not serve the business best when the only operations smoothness is considered; business needs are best served when business metrics-such as cost or revenue-are considered to gauge business impact.Change management and Incident management are the most critical processes in IT management. Some of the reasons are the sheer number of changes and incidents and the difficulty of evaluating the impact of changes and incidents on the IT services being provided. Through carrying out a survey with IT managers and practitioners, we have found that, among the activities performed during change management and incident management, change scheduling (allocating changes to change windows) and incidents prioritization are the most problematic ones.Based on the above problems, this article analysis ITIL processes from the point of business and use BDIM (Business Driven IT Management), risk management theory to obtain the lowest cost, least risk of IT decision-making. By using risk management theory, after risk assessment, quantitative analysis, we can obtain the risks exist in change scheduling and incidents prioritization. When we add risks to BDIM theory, a business loss model can be obtained, which maps the IT matrixes to business matrixes (cost, revenue, profit) and calculates the risk losses and fixed losses brought by IT decision-making. This method not only meets the requirements of the business sector, but also considers the IT department itself. At last the method can obtain the profit-maximizing approach after the comparison between business requirements and costs. Change scheduling method and incident prioritization method were applied to a variety of simulated scenarios; the experiments prove the methods correctness and efficiency.Although the paper only discussed the incident management process in the priority allocation and change management processes in the scheduling, but BDIM and risk management ideas can be used in all the ITIL processes, so, this paper is the basis for future research work.