Research On IT Service Management Based On Lifecycle

As an essential part of enterprise informatization process, IT Service Management (ITSM) can help enhance the communication between business and IT and effectively improve quality of IT service by coordinating IT operational process, thus building a more satisfactory image of IT department. However, ITSM is usually carried out in the maintenance of informatization when information systems have already been implemented. So it's difficult and costly to make adjustment to systems and yield expected results.In view of the problem above, the dissertation introduces service life cycle theory and divides the whole ITSM into several specific stages which bring long-period and complex IT service under control. In addition, formulating ITSM strategy at the initial stage of the enterprise's informatization can help transform the role of ITSM from reactive to proactive one thus facilitating the realization of IT strategy. Meanwhile, to evaluate ITSM will help ensure it fulfill the expected goals.Started by the general description of IT service management and the core of ITIL, as well as the theory of service lifecycle management, the dissertation follows the principle of lifecycle theory to divide the ITSM into five stages. In the first place, ITSM strategy is made before the implementation of ITSM. Then configuration management, incident management and problem management are implemented in the design, implementation and maintenance stages. The Delphi method is used to assess the performance of ITSM. In the end, author uses a case which he took part in to prove the rationality of the principle and the effectiveness of quality control method.