Case Study Of ITSM Based ERP System Operation&Maintenance In M Company

Today is an information-based age; information technology and IT industry are growingfast. As the connection between business and information technology is getting closer andcloser, an enterprise relies more and more on IT. Hence, ERP (Enterprise Resource Planning)is being applied, especially in multinational manufacture companies.In terms of ERP, which is a huge information management system, the success of projectimplementation implies the operation and maintenance stage starts. To make sure an ERPsystem runs smoothly, in security and stably, an enterprise has to have a series of systemoperation and maintenance activities, it includes monitoring and optimization, parametersconfiguration, system shut down and cut off management, database management, systembackup and recovery, upgrade and patch, security…etc., which is a continuous process. Afteran ERP project post go live, the users will raise some new request base on their dailyoperation, it means the system would be optimized and changed accordingly. This period oftime, the ERP system helps the business to improve operational efficiency, and fulfillsbusiness needs. It is called ERP operation and maintenance period. Meanwhile, a flexible andflat IT organization structure is a trend to deal with rapid change and challenge from outside,instead of a traditional layer structure. How to design a globalization IT structure to supportERP operation and maintenance is one of the hot topics in the industry.This paper is based on the case study of enterprise M’s actual ERP operation andmaintenance business, and utilizes ITIL, IT service management knowledge and CSF (CriticalSuccess Factors) theory to introduce the main contents and process of ERP operation andmaintenance in service desk, incident management, change management, customerrelationship and IT service continuance. Furthermore, based on the best practice in enterpriseM, the article states the critical success factors of ERP operation and maintenance, and usesInterpretative Structural Modeling (ISM) and Analytic Hierarchy Process (AHP) to analysisthe critical success factors in three IT structure dimensions (IT share service, Center ofExcellence and Value manager). The objective of this study is to provide valuable reference toother enterprise in ERP operation and maintenance.