Implementation And Extension Of ITIL Management For Enterprise

Enterprises are dependent on IT in almost every segment of the economy—for everything from basic communications to enabling competitive differentiation in the market. However, both business and technological complexity hamper efforts to broadly leverage IT. Challenges include rapid technology changes, disparate collections of IT assets, and a lack of mature integration standards. Business executives and IT managers must manage these complexities in order to cost-effectively deploy IT in a way that supports business objectives. Remedy's Helpdesk system is just fit for this requirement. Because Helpdesk system is build on Remedy's Action Request System (AR System), a platform noted for its adaptability, you can quickly and easily modify the applications, which reduces the cost and time of implementation.This paper is based on the Remedy Helpdesk project in UTStarcom. It contains a detail description about the process of adopting and implementing ITIL Management in UTStarcom. By customization of user interface and workflow process, we made helpdesk system case record's infomiation rich enough to contain necessary element for handling and analysis and made the case handling workflow process is more fit for our organization. By importing and synchronization with our basic database such as organization and human resource information, we made the helpdesk run correctly and safely. By customization the email notification template, we made helpdesk can easily interact with global staff without language barrier. By developing report system, the managers can get the information about the status of current platform. After Implementing Helpdesk solution, we can manage all of the IT cases and track handling process of cases. With analysis of the accumulated data, we get the exactly information about the support staff's work pressure and the current system's bottleneck. It highly improved the service quality of UTStarcom IT team. It's also a big step of standardization and globalization of UTStarcom ITManagement.