Applications & Researchs Of ITIL In Samll And Medium-sized Enterprised

With the rapid development of information technology, the complexity of the information system of the enterprise increasingly intensifies. And it is a great challenge for IT departments in the enterprise manage, control and maintain the information system. And higher standards are required to manage IT resource. It is gradually recognized that huge investment in information system does not mean the realization of modernization of information technology. Lack of efficient management is the "bottle neck" of the development. ITSM is the world-wide recognized efficient way to resolve IT management problems. ITSM emphasized the integration of IT and business requirements and also stress the balance between the IT investments and outcomes. Nowadays, many major well-known IT giants initiated the IT services and consider IT services as the new business to yield profits. IBM, HP and others companies have provided their IT service solutions and products respectively. However, because of the complex of products and huge investment of implementation, most of middle-small sized enterprises can't afford such products.The main task of this paper is to develop IT service management system, the goal of which is to realize the 10 core processes that ITIL standards define, by deeply analyzing and researching the IT service management framework of ITIL. The final goal is to build up characteristic, open, process-emphasized and service quality-oriented management software to help to manage IT resources in the way of stability, reliability, convenience and efficiency. Meanwhile IT service processes are standardized so that the workload of the service personnel could be quantified and that could be used to provide an effective method to evaluate their performances.This paper firstly introduces the origin and development of IT service management, and analyzes the current situation and problems. Then, it introduces the structure and ten core processes of ITIL and focuses on service support of IT service management. Finally, the whole system structure and design plan is formed based on the analysis and study of contents and process of ITIL.This paper focuses on the design of the service desk, and studies the service desk's function and its relationship with other processes. The managements of case, problems andconfiguration are integrated into the design of the service desk managements. The paper hascompleted the design and realization of service desk management modules. The problemrepository is successfully embodied into the service management system. Meanwhile, theapplication of the service desk is evaluated and the further study work is put forward.