Research On IT Service Management Of Shanghai Rural Commercial Bank Based On ITIL

With the development of business and infomatization, the information systems of banks have becoming more and more complicated. The reliance on information systems has also been stronger and stronger. Whether information system is stable is directly related with business continuity. How to fully exploit IT resources, effectively control IT risk and improve IT service quality has been paid close attention by banks. Through applying IT Infrastructure Library (ITIL), the problem of maintaining enterprises'information systems can be solved and the IT efficiency and service satisfaction can be improved.This thesis starts with the basic theory of IT service management, according to the knowledge structure system of the ITIL, takes an embedded discussion of IT development and IT service management of Shanghai Rural Commercial Bank(SRCB), IT service organization change, management system perfection, the design of service desk and service management process on ITIL, the construction of ITSM platform. The thesis designs four key operation process of incident management, problem management, change management and configuration management and service function module amply. In the end of the article, the author analyzes the expected result after SRCB implementing ITSM and proposes some attentive advices when implementing ITSM and gives some improving advices on service delivery.