The Research On The IT Service Management Of Ericsson Ltd.

With the trend of being service, IT has been working more and more closely with different departments in a company. So, a strong and standard IT system which can help the corporation to develop business successfully is getting very important. Based on the practice of ITIL (IT Infrastructure Library) Management, this paper makes the research of IT Services Management (ITSM) in Ericsson Ltd, At first, this paper analyses the background of telecommunications and Ericsson's situation in the market. And then, to dig into the IT current status and requirements to IT from business development and user satisfaction point of view. According to these requests, this paper shows the issues and challenges in IT management. Next, this paper discusses the theories of ITIL (the best practice, high efficiency, low cost, stable operation etc.) and indicates the inherence relationship of these theories. And then, to show case of Ericsson practices of IT services based on ITIL at different stages and phases. Also, explain how the ITIL, ITSM and Outsourcing running well in Ericsson. The creation of this paper is by talking the different phases of a company to explain how to implement the ITIL & ITSM accordingly to meet the requirement of business. The paper also tries to provide an optimized proposal and solution for readers and domestic company. This study can be used as a reference for other organizations which want to improve and optimize IT service management.