Study On ITIL-Based IT Service Management Of Bank A

As the competition among commercial banks in China is becoming more and more intensified, IT development has become an indispensable way to improve the core competition of banks. With their conservative IT management focusing on IT infrastructure, the IT management level in many banks fails to meet their business development. As the best practice of IT service management, ITIL has been drawing attention of most commercial banks in China.It is comprehensively discussed in the thesis the relevant theories of IT service management, providing analysis and design of the IT service core process, as well as the ITIL implement suggestions in Bank A, with the IT service management in Bank A as the object of study, the ITIL theory and framework as theoretical instruction. It is analyzed the current situation and problems existing in the IT service management of Bank A, discussing the definition and contents of such processes in the IT service support as service desk, problem management, incident management, change management, assets and configuration management, etc., giving the design of these process, thus realizing the unified management of IT infrastructure in Bank A. It is also discussed the definition and contents of the following processes in the step of IT service delivery:service catalogue management, service level management, availability management, capability management, IT service continuity management, finance management, etc., making it possible for the IT dept. to turn into a profit-initiating dept. from a cost dept. Last but not least, it is analyzed the concerns of preliminary demand analysis of ITIL implement in Bank A, the identification of essential elements of the successful implement of ITIL, and the importance of sustainable improvement of the current ITIL process of Bank A.