Study On ITIL-based IT Service Management Of China Pacific Insurance Corporation

The continuous expansion of insurance business accompanies its enormous data accumulation and steady development of information technology, featuring a set of growingly comprehensive and complicated insurance information systems. While the insurance information systems are to a greater extent relying on the information technology, IT in insurance today are playing such an important role that may take on immediate effect on the sustaining development of insurance business. It is in this connection that insurance industry are focusing more closely on how to better utilize IT service level. Information Technology Infrastructure Library (ITIL for short), recognized as the best practice of IT service management, advocates service concepts and service management workflow, and outstands itself with its effective improvement of IT service quality plus service yardstick as well as avoidance of IT risks in insurance business. The introduction and further adoption can help to solve company’s headaches in IT system running and maintenance, and to improve efficiency and service satisfaction.The thesis starts from a literature review of the elementary theories regarding IT service management, and later discusses in detail about IT service management modes in China Pacific Insurance Corporation (CPIC for short) with reference to the ITIL framework structure. It is discussed the current position and problems existing in the IT service management of CPIC, discussing the definiens and contents of such processes in the IT service support, including service desk, incident management, problem and change management, assets and configuration management, and so on, giving the plan of these processes, thereby realizing the unified management of IT approach in CPIC. It is also discussed the definiens and contents of the following processes in the steps of IT service delivery:service catalogue and service level management, availability and capability management, IT service continuity management, and so on, making it possible for the IT dept. to turn into a profit-initiating department from a cost department.The author also elaborates on the designing of the key processes and service function modules within CPIC. A final analysis is given to the fruits CPIC has gained in IT service management system construction and some related suggestions are proposed to improve IT service management.