The Improvement Research Of IT Service Management System In Z Company

The dissertation is to research the optimization of ITSM (IT service management) system in company by applying Checkland soft system methodology. At first, it illuminates the importance of researching ITSM in information age. For the theory of total system intervention, the dissertation shows an example about how to apply SSM to optimize the ITSM system.After the new century, many companies have faced the impact of information technology. Its businesses are much more running on IT systems, and more and more relying on them. After that, the most significant ITSM issue is not how to find and introduce an IT system, but how to make the IT systems run more effectively and reliably. Some practices have implemented, such as ITIL (IT infrastructure library). It begins from the office of government of commerce of Britain. It provides some significant concepts and many best practices of IT service management by orienting to process. Yet how to apply them effectively in practice is still the professional of IT management.Then the dissertation used system thinking to analyze company’s ITSM environment and process. Then used Checkland SSM to analysis IT system metaphor and build the process of how to optimize ITSM system. At the same time, it provides an optimization solution and an implementation plan. The result of this dissertation will provide a great ITSM system optimization solution to the IT Service Providers.