Research On Digital China's IT Service Management Model

Under the incomparably penetrative influence of information technology, informationization has undoubtedly become an important option for the improvement of the overall quality and core competitiveness of enterprises. With the progress of the informationization of enterprises, at present stage, informationization system of many enterprises has reached a quite high level and IT has become an indispensable part of business process of many enterprises or even the basis for some business processes. IT O&M department will bear more responsibilities resulting from increasingly complicated infrastructure, application system and the dependence of enterprises' other businesses on IT. With the increasingly complicated system, management, control and maintenance of these systems impose new challenges on IT departments of enterprises and make higher requirements for IT management mode.At the same time, most enterprises are not good at IT system management so their minds are often messed up by it. Therefore, IT service contracting appears and the importance of IT service becomes more and more conspicuous. Faced by the huge service market with great potential and challenges from other companies, IT service enterprises has to promptly find answers to the problems like whether IT service enterprises are able to seize the good opportunities to give sound service and how to grow and develop by strengthening service management. IT service management is an efficient way recognized by the world to solve problems in IT management. To conduct IT service management can solve problems in enterprises' IT O&M. IT service management (ITSM) is a cooperation process to ensure IT service quality by the way of service level agreement (SLA). It synthesizes management activities like system management, network management and system development management as well as theories and practices of processes of change management, assets management and problem management. The purpose of IT service management is to realize the maximum integration between IT and businesses by business process reorganization and internal management reform while enterprises' actual IT requirements are taken into consideration, thus IT becomes the first drive which can give real support for organizing business operation.The optimized management in this industry-ITIL (Information Technology Infrastructure Library), taking the process as the guide and customers as the center, has been widely applied to leading enterprises in different fields and industries around the world. However, generally speaking, comparing with that in highly-informationzed nations and areas such as Europe and the US, at the present stage, IT service management of domestic enterprises has only begun its initial steps, so the overall level is not high. With misunderstanding in the value of service management and mistakes in the implementation of it, most enterprises are still conducting extensive management, Mature and efficient methodological guidance and a large number of successful cases are in great demand.Digital china (china) Co., Ltd. (hereinafter abbreviated as DC Company) is a high-tech enterprise engaged in the computers, communications technology, system integration, application and development. For more than ten years; it has been devoted to the distribution and promotion of computers and its network products in China's market. At present, as a professionalized computer system distribution and service company with strong technical strength and financial ability.Recently, IT service has been a hot spot in IT industry and many companies have get involved in IT service business. DC Company has many years' experience in product service, a team of professional service engineers has formed in hardware and software installation and maintenance process and a large number of customers have gathered around the company. Therefore, DC Company has an excellent basis for IT service. Since in recent years competition in hardware distribution is fierce and profit margin is much lower than before, DC Company established the service department in the year of 2005and then IT service projects were carried out. By 2007, the IT service of DC had formed a large scale and its service sales were close to RMB2,200 million. More than 1,700 employees in service department provide hardware maintenance assistance and system software maintenance servers, data base; Service related to middleware system, system integration, optimization and management service as well as provides integration, optimization, management implementation and consultancy service specific for projects in accordance with customer's requirements and system design.With the development of service business, some problems, such as passiveness of work mode of service department, lack of priority definition of service, lack of management and sharing of knowledge and experience, lack of unification of interfaces with customers and lack of measures on evaluating maintenance personnel's performances, also appear in the IT service business of DC Company. These problems caused the declination of service quality and seriously impacted the development of service business of DC Company. Problems like how to provide high-quality and continuous service to its customers and how to become a successful IT service enterprise are urgent problems faced by DC Company. This thesis introduces relevant theories of IT service management and expound the information on the Dc's IT service management model. Found that all existing problems were in service support such as service desk, incident management, problem management and configuration management and those problems were in urgent need of solutions. In response to these problems, the authors make tentative suggestions on settling IT service management problems commonly existing in enterprises which provide IT service and those getting such service in the hope that these suggestions will be useful for enterprises having IT service management problems.