The Application Of ITIL In Human Resource Cost Control

Nowadays it is more and more frequent for companies to provide satisfactory service to customers with the help of their IT system, so the stability of IT service becomes increasingly important. However, it is still hard to ensure the quality of IT service only by increasing the manpower of IT department, which can raise the cost of workforce. It is very important to find the balance point between the quality of IT service and the cost of workforce in IT department for the companies.The cost of human resources is usually the main ingredient of the maintenance cost for a company’s IT department. In order to control the human cost, the company should find out the point where the HR input-output ratio reaches its highest rather than simply reduce the cost. The method is to optimize the HR structure by introducing new operation and maintenance technology, so that the HR cost could be controlled and the efficiency of IT department could be improved without affecting the quality of IT service. The thesis is focused on how to design and develop an IT service management system based on ITIL in the data center of a company. Almost all main processes of ITIL are covered in this design, including Incident Management, Configuration Management, Problem Management, Release Management and Change management. The thesis also outlines the functional architecture, data architecture, technical architecture and process design. It also introduces the organizational design, the key posts and key performance indicators. It makes the responsibilities clear and defines the KPI of each role specifically. Thus the IT service management will be more efficient. Companies can provide high-quality IT services to customers by the implementation of ITIL based on ITSM. In the meanwhile, the cost on human resource will be controlled effectively by raising the staffs’working efficiency and improving the utilization rate, which comes from the method of defining the post responsibilities, skills and the key performance indicators.This thesis examined the influences of the organizational change of IT Departments brought by ITIL to the controlling of HR costs from the point of human resources.