ITIL Application In IT Service Management

Current society has stepped into the era of information. With the deeper and deeper level of information applying in society and enterprise, with the quick development of IT technology and IT field, the relationship between enterprise information system and enterprise business became closer and closer. But many companies didn't get expected outcome when putting lots of capital in IT construction. After researching, it was found executing effective management on IT system was the key to enhance enterprise information system. And then IT management was recognized and paid attention by enterprise managers. The stable operation of IT system serves enterprise business, so the management of IT system operation and maintenance is also called IT operation and maintenance service management or IT service management. The good management models of IT operation and maintenance service, as the primary methods to improve enterprise IT management, have been accepted, applied and developed by more and more national and international enterprises.The IT management theory from British, ITIL—Information Technology Infrastructure Library, combined good practices of and provided guideline for the management of IT infrastructure operation and maintenance service. It has been proved the good application of ITIL can optimize enterprise IT service management process, can elevate customer satisfaction, can improve IT service management level, can assist to decrease IT service cost and increase enterprise profit. ITIL becomes the international standard of IT service management. Then more and more companies focus IT construction on how to apply ITIL into IT service management effectively.Based on the practice of one company providing IT service, this article explains the application of ITIL in IT operation and maintenance service management. Firstly it introduces the framework and core modules of ITIL, including ITIL management methods on service strategy, service design, service transition, service operation and service improvement; in ITIL newest version ITIL V3, IT operation and maintenance service has lifecycle as that of project, related management is an iterative and continuous effort based on the lifecycle, and IT organization is asked to transfer IT service concept from focusing IT technology to focusing customer and service. This article based on the real operation in one company, describes ITIL methodology mainly on IT service strategy, service operation and service improvement, lists the practiced management models. The author as the supervisor of IT service projects, actively applied ITIL management methods into IT operation and maintenance service. The applications improved customer satisfaction, enhanced support service efficiency, and made the management level of service projects reached a new stage. This article uses those real cases to explain the experience and results that ITIL is applied in related management processes, to approve ITIL provided good guides for making service strategy, operating IT support service, improving service level.This article provides referral material for organizations that plan to apply IT service management. The advanced researching is still needed on ITIL theory development and the combination with other good management theories, to find out more and wider applications in IT service management within specific enterprise environment.