Practice Of Enterprise IT Service Management System Based On ISO20000

At present, the information technology of domestic and international financial enterprises has experienced from generation to development for a long period of time, which has played as a supporting role based on the technology. However, with the deepening of information technology, information systems is not just supported by technology whose roles has gradually started to change from "technical" to "business" and "service". The IT department is turning from the matter-of-turn model to the information service provider, which synchronously requires the information management model to change to the information service management. With the business operations of all kinds of industries and enterprises and government organizations increasingly depending on the support of information technology, more and more organizations and business are exploring how to outsource the IT service to external professional IT service provider as well as internal IT support departments, and propose a more clear and refined service requirements. It should be put emphasis on how to control the overall risk of such services(internal and external) and improve IT service level. ISO/ICE20000is a good way to solve the problem.Through the research of the important theories of ISO/ICE20000, this article contains the interviewing of the service management of a data center of a financial and insurance company and conducting gap analysis contrast to the organization, processes and tools in the standard, which provides the enterprise of a set of practical services process system, including incident management, problem management, configuration management, change management and release management which are achieved by implement of the service management platform. By the research of collecting demand, process design, platform development, actual operation and follow-up optimization of the IT service management, the system achieves actual landing international standards and realizing the value of it. This successfully changes the enterprise from the past technical operation model to a customer-centric, as the carrier and process automation tools as a platform for managed service providers sector.