A Study Of ITSM's Practising In Telecommunication Enterprises

With the speeding of our nation's industries informatzation , IT service is becoming more and more important. Whether the information technology's utilization could really promote the enterprises' core competitiveness does not totally depend on the enterprises' investment of the IT product, more importantly, it does depend on the effective management of IT utilization process. IT Service Management based on ITIL could effectively solve the problem encountered in IT management.The thesis first show you some theory about ITSM, then it describes the reason why HeNan NetCom introduced ITSM, how HeNan NetCom developed the plan of ITSM implementation, implementation roadmap and operation method which based on ITIL Maturity evaluation. The thesis especially laid emphasis on improving organization's IT management and solving problems encountered in introducing ITIL through using Continuous improvement methods. It also emphatically elaborate the problems and its' countermeasures when a company is changing its IT operation manner or building a CMDB, service desk, events management workflow application. At last, the thesis analysis the effect of HeNan NetCom introducing ITSM and raise out some focus in the futureThe thesis's point is finding some regular problems and it's solving methods in ITSM implementation through case study. Then we can sum up experiences and lessons which could be help in other companies' ITSM implementation.