Design And Implementation Of Itsm Itil-based Securities Company

Information systems are the most important infrastructure for stock companies, and the core sector for security and stability of the capital market. With the integration of transaction systems in Shanghai Securities Co. Ltd., the information center provides service and technical support for over 60 branches and a dozen functioning headquarters. In this case, staffing is far from enough and customers are not satisfactory. Therefore, an ITSM (Information Technology Service Management) system is urgently needed to design based on ITIL (Information Technology Infrastructure Library), which focuses on process reengineering, fundamentally improves operations and customer satisfaction, and control risks of IT operation in different conditions.Firstly, the status quo and problems of IT management in Shanghai Securities Co. Ltd. are overviewed, thus the necessity of developing an ITIL-based ITSM system in Shanghai Securities Co. Ltd. is justified. Then, main functions of the ITSM system in Shanghai Securities Co. Ltd. are analyzed, and key business processes, such as incident management, problem management and change management, are discussed. After that, the architecture of the ITIL-based ITSM system and its core sub-systems including general service request management, difficult problems service management and system change risk management are designed in detail. Also, configuration management database is designed. Furthermore, the emphasis is put on the design, completion and implementation of incident management, problem management, change management. The implementation of such a system helps Shanghai Securities Co. Ltd. to abandon its outdated service model and significantly improve its IT service management level. Finally, the application of the ITIL-based ITSM system is summarized.