Research On IT Operation Management Process Optimization

With the popularity of IT technologies and applications, enterprises introduce IT to create a great support to their business operations is inevitable. It brings the reform of enterprise's business operations mode, at the same time, it increases the burden on IT department of enterprises. IT department is struggling with heavy daily IT operations, so it is overwhelmed with the change needs that requested by business department. This paper aims at proposing solution for optimizing IT operation management processes based on ITIL,COBIT,Six Sigma the three of theoretical frameworks. Implementation of this solution can optimize the processes of IT operation management,improve efficiency and balance the business needs with burden of IT department.Based on ITIL V3 and COB IT 4.1, this paper proposes the IT operation management common framework that is applicable to be implemented in the enterprises. The common framework includes six core IT operation management processes,one function of service desks and on the implementation of key points. Besides that, there are references indicators of the core processes that provide the basis for control and management by the principle of IT goals decomposition. In combination with IT operation management common framework and Six Sigma DMAIC problem-solving framework then put forward the solution which contains DMAIC five phases,nineteen implementation steps and the analysis tools target of IT operation management processes optimization.Finally the solution of IT operation management processes optimization is applied in MIS department of AF enterprise. According to the specific situation of MIS department, the project carries on by five phases (definition,measurement,analysis,improvement,control) and has the end result in the breakthrough of goal indexes, such as the customer satisfaction upgrade from 3.18 to 4.05. The success achieved by applying in AF enterprise provides strong evidence about the feasibility of the solution and reference for other enterprise towards to IT operation management processes optimization.