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Banking It Service Support System Analysis And Design

Posted on:2008-03-22Degree:MasterType:Thesis
Country:ChinaCandidate:H WuFull Text:PDF
GTID:2209360212487402Subject:Industrial Economics
Abstract/Summary:PDF Full Text Request
Accompany with the fast development of the financial information-based construction, our country banking industry is more and more relying on the information technology's support for business. It's very significant for the banks which want to raise the competitive and service level to strengthen the ability of effective IT service management and maximize the utilization to the IT resources. However, the staffs in IT department who always play a passive role in the"fire fighting"have both heavy work and complaints from other business departments.Under the background above mentioned, this thesis introduces the IT Service Management. And it develops the IT service support system for the banking depending on the theory of ITIL. So it would combine IT with service demand more effectively, troubleshoot timely, provide a flexible platform that can be quantified for the IT staff in order to change the IT service support management which is complicated and inefficient previously into standard and orderly. Also it can meet the business departments'needs and improve operational efficiency. IT staffs would cast off the task that is called"Fire Brigade"changed from passive to active. Thereby it will promote customers satisfaction.Firstly, this paper produces the thesis research background and context. And then it introduces the correlation theories of the IT Infrastructure Library (ITIL) and current situation about the IT service support at home and abroad. Thirdly, according to the professional position and predicament of IT department in bank, the paper identifies some concrete need of each process in detail; make targets and main contents of the IT service support system. Fourthly, based on the analysis as mentioned above, we design the service desk and the management processes of incident and problem, change, and configuration which jointly compose the IT Service Support System. Also we design the database and knowledge base for share. Fifthly, the implement scope and circumstance of the system applied to commercial bank is designed, as well as the key performance indictors of each service support process in order to evaluate the system. Finally, the last chapter summarizes the work and the objective analysis to the system design. Also it gives a reasonable prospect of future IT service support system and further explores IT service support theory which accord with the situation of commercial banks and our country.
Keywords/Search Tags:ITIL, Banking, IT Service support, System analysis and design
PDF Full Text Request
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