Applied Research, Iso20000-based It Service

IT service management is the foundation for IT service provider. Its level is the important symbol to reflect the ability of IT service provider. Service level and ability will be improved that transforming from technology focused service mode to process based mode.This paper analyzes the service mode of Shanghai Baosight software and its issues, and briefly introduces the history of IT service management standards. It also analyzes the features of IT service management. Compared the technology focused IT service mode to customer focused service mode, this paper show the roadmap for IT service provider to establish IT service management system. Baosight software is the example to establish IT service management system conformed to ISO20000 standard. It also shows the whole procedure to establish IT service management system with the effort to setup several management process such as incident management, problem management, configure management, change & release management, SLA management and report management. It also provides the way to improve service level, ability of service. IT service provider will be communicated efficiently with customers using report management process. Procedures of IT service management system are built into IT service management platform. Many jobs are done automatically with the platform for system and network management.Baosight software passed the certification conducted by BSI for the ISO20000 service management system at October 2007. By using the ISO20000 IT service management system, Baosight eventually standardizes the process for IT service management. The ability for IT service is improved with capacity management process and guides for IT service. Baosight communicates effectively with customs with SLA and service reports.