Based On The Ba Case Analysis Of The Itil Core Practice

ITIL, which prevails internationally, is a kind of IT service management theory deriving from the best ITSM practice. The localization of ITIL has been an IT business management’s hot topic which attracts great attention from IT service managers and relevant scholars. However, the successful examples of localization of ITIL are hardly seen because the localization of ITIL is restricted by some conflicts, which come from the differences among cultural backgrounds, corporation cultures, the ways of thinking, local customs, management systems, and which can not be properly coordinated easily.In the process of introducing ITIL, BA tailored a set of IT service management processes for its own, which has helped the company pass the ISO20000 certification. Starting from BA’s successful practice, summarizing BA’s service management processes with both ITIL philosophy and characteristics of BA itself, and extracting the key factors of BA’s ITSM best practice from these processes above may be much significant in both practical application and theoretical study for the purposes of further improving BA’s ITSM and of offering a positive example for the similar corporations. That is just the aim of this thesis.The main works of this thesis are as follows:1. A relatively systematic introduction to the general concept of ITIL is given, and the domestic process of localization of ITIL in recent years is analyzed and summarized, focusing on some theses directly related to the ITIL localization, each of which systematically analyzed one case of a corporation’s introduction of ITIL and summarized the lessons from its success or failure.2. A detailed analysis is given about both the BA’s ITSM and the process of BA’s introducing and implementing ITIL, with a focus on eight BA’s ITSM processes which BA tailored for itself and which contain deal of useful information about how to implement localization of ITIL successively.3. Finally, according to improvement objectives, three key processes are proposed that are enhancing service coordination, improving service continuously, and accelerating knowledge precipitation. The three key processes have been partly implemented in BA and their effectiveness in further improving IT service has been validated by practical running data from one quarter.In this thesis, the extracting the key processes of BA’s introducing and implementing ITIL comes more from work experience summarizes, and from actual materials and data analysis. Our main viewpoints are based on those. How to further summarize these work experience to form theory, and how to mining out more scientific management knowledge from these actual materials and data may be the works worthy of further study.