Research On The IT Service Management Model For Universities Based On ITIL

In recent years, the information construction of domestic colleges and universities has been developed from the large-scale infrastructure construction to the stage of further application and scientific management. ITIL as a set of standardized, processed management concept has been widely recognized by IT related industry at home and abroad. ITIL (Information Technology Infrastructure Library) management concept has certain guiding significance to the construction of colleges and universities information service management. This article analyzed the domestic university information construction and the problems arising from the IT service management, and then research the phenomenon of the ITIL management concept can’t blend well with the local institution, begin from the three elements of IT service management,"people, processes, technology", introduced the "three centers" mode of The Fourth Military Medical University IT service management into the ITIL service management processes, eventually ThrCITSM(Three Center IT Service Management) model is put forward. At the same time, in order to promote ThrCITSM application model better and more faster, this study also introduced the "PDCA" theory of quality management and "prototype development method" concept of the software engineering into the promotion and application process of ITIL, then proposed "the ITIL management mode application strategy based on prototype development". And based on the existing management mode, this paper begin from the three stages of "model" construction, such as "upgrade the call center ","change the service process","optimize the service process", and then deeply analyzed the various stages of "model" processed design and improvement process, from small to large, from coarse to fine, gradually thinning, finished ThrCITSM model application work in stages. This article puts forward a new way of thinking for standardized, processes, automated IT service management of colleges and universities.Finally, this paper takes the application process of IT service management based on ITIL of Haojing College of Shaanxi University of Science&Technology as an example, researched on the three aspects such as the service team construction, system improvement, and standardization process construction. Under the guidance of ITIL management concept, constructed the corresponding management mechanism, perfected the rules and regulations of IT service management center, and specified the job responsibilities of IT service manager.This study can provide certain reference for the standardized and processed IT service management of colleges and universities.