Reseach On ITIL Based IT Service Manegment System For Expresswag Enterprises

With the rapid development of information technology, the level of information technology globalization becomes deeper and deeper. Moreover, business of companies are increasingly dependent on the construction of information technology. However, due to unsuitable management, many companies obtain low income with high investment. Therefore, IT service management becomes increasingly important for corporate managers and there are more domestic and foreign enterprises regard high efficient IT service management mode as an effective way to enhance enterprises’IT management level.ITIL(Information Technology Infrastructure Library) management theory is a collection of the best practices of the IT operation and maintenance management. As is certificated by many domestic and foreign enterprises in a long term, ITIL can help enterprises to construct or optimize IT service management process. On the other hand, ITIL can improve customer satisfaction and enhance the economic efficiency of enterprises. Hence, how to effectively apply ITIL in IT service management practices receives more and more concerns of enterprises.This paper designs an ITIL based framework for IT service management. In order to illustrate our design more accurate, we use an expressway corporation as an example.This paper describes the ITSM and ITIL theory, and then introduces practical application and development process related to the above theory. Next, the framework and core modules of ITIL are introduced. ITIL’s core module is a management function including help desk and other10processes, such as incident management, problem management, configuration management, change management, release management, service level management, IT service financial management, capacity management, IT service continuity management and availability management. Enterprises can choose to select all or part of modules according to their specific requirement. This paper analysis the information system construction and maintenance of Shandong Expressway Company, and then concludes several key issues need to be solved currently. We select the service desk function, incident management, problem management, configuration management and change management to design a basic framework. The destination of the proposed framework is to raise the company’s IT service management level, customer satisfaction degree, efficiency of operation and maintenance services and the service project management level.This paper proposes a useful framework for the companies which want use IT service management. In the future, we still need to follow the development and application of ITIL and should also pay attention to combining other management theories and companies’ own circumstances. We believe that more and more IT service management methods can be developed using ITIL framework, which are more suitable for enterprise environments.