Study On The IT Service Management And The Maturity Evaluation Model For Power Supply Enterprises

This paper is to strengthen the capacity, to enhance the efficiency and to improve the quality of the IT service. Based on the research of the best practice of ITIL and the requirement of the power supply enterprises, the paper carries on the study on the management system of the IT service and its main processes. Finally, According to the theories of Maturity Model, this paper sets up the IT service management Maturity Evaluation Model. The IT service management Maturity is divided into five degree. This paper also analyses the relationship among key elements and the five main process, and designs a practical framework to qualitative and quantitative assessment of IT service management, which contains 30 Evaluation Indicators. The Evaluation Model adopts Fuzzy Analytical Hierarchy Process (FAHP) to make subjective factors in the assessment of the Maturity objectively and quantitatively.