Application Of ITSM Theory In ERP Operation And Maintenance System

To face competitive global market, enterprise not only applies streamline organization, but also uses new information system, which Enterprise Resource Planning (ERP) as a fundamental. Nevertheless, ERP system implementation needs enormous capital, human power and time. For the implementation, enterprise has been involved a series innovation of organizational process, commerce modality and even its competitive mode that has great impact. Actually, lots of enterprises have completed the implementation of ERP and received benefits from information system. However, it doesn't imply that we can totally control ERP to serve business operation. After implementation, the most significant problem is how to operate and maintain ERP system effectively and efficiently.The foundation of Information Technology Service Management (ITSM) theory and Information Technology Infrastructure Library (ITIL) deserved attention. ITSM is a discipline for customer-defined, process-oriented IT services, help enterprise to manage IT infrastructure efficiently and actively, switch IT department from cost center to profit center. In this thesis, ERP maintains and operation system is set up, which is based on ITSM theory. The whole system is combined by two segments, one is ERP maintains and operation process system. This part bases on Information Technology Infrastructure Library(ITIL), through IT department organizational structure, ERP maintains and operation mode, ERP service desk, incident management, problem management, request fulfillment, change management, release management and configuration management to expatiate content, process and solution of ERP maintains and operation. The second segment is ERP maintains and operation estimate system.This thesis suggests to estimate ERP maintains and operation performance from two sides. From inside the thesis will define an estimate system with KPI (Key performance Indictor).The indictors come from every process module, use ITIL as a guidance.From outside, the thesis focus on service quality to set up estimate system, firstly use SERVQUAL and IT user satisfaction research as reference to make original questionnaire, then through distribution of questionnaire to 122 ERP user and data analysis of the result, a estimate system based on service quality is set up. Ultimately, ERP and operation system is combined by process system and estimate system.At last of this thesis,the feasibility of application of ITSM theory in ERP maintains and operation system is validated by a telecommunications company case which implemented ITIL in 2009, expect the research achievements of this thesis can assist IT department achieve ERP maintains normatively and smoothly.