Research And Implement Of ITSM

In this thesis, based on the IT Service Management (ITSM) projects implemented in Foton Motor and experience in his own work, the author proposed a practical ITSM system adoptable to businesses in China's auto industry. In real application, the system was proved to be helpful in transforming the IT department from a technical center to a service center, well supporting and promoting the business development of the enterprises.The major content of this research was to:1. do an integrated research on the ISO ITSM 20000 standard and ITIL best practice;2. study the current IT operation and maintenance in Foton Motor, and point out existed problems about organizing, procedures, mechanisms, staffing and so on;3. design and put forward an integrated ITSM model combining staff, procedures and techniques, and analyze in detail components of the model and their interconnection;4. work out detailed model implementation plans and procedures in accordance with Foton Motor's IT practice;5. apply the implementation plans and procedures into Foton Motor's IT practice, and revise and perfect the system during the progress.In general, what's new about this study are the close combination of theory and practice, the establishment of an integrated ITSM model, and the adoption of a case study research method. They were applied into Foton Motor's ITSM projects, and helped better resolve the practical problems such as IT service window, issue and problem tracking, change management, release management, IT operation and maintenance (O&M) organization and joint work of staff, IT technical platform and O&M management, reducing running risk of the system and improving IT O&M efficiency and system availability.