FJ Improvement Of IT Service Management

FJ’s IT services business development very fast,However, The importance of ITservicesmanagement is gradually reflected. While in the service business development,there have a lot of problems.In the strategic layer encountered three major problems:First, the lack of awareness of services strategy; Second, the cost is always high; three,human resource management is difficult.In the business layer encountered three mainproblems: First, Accident location, configuration is not accurate; Second, the lack ofinformation on operation and maintenance work normative; Third, an additional eventmakes the work more complicated, and time delay.This article is first start from the advanced theoretical research. Then, according tothe theoretical,find the advancing implementation experience. Extract the appropriateexperience in the application of the actual operation of the FJ’s IT service management.Analysis issues between the FJ and its customers, find the gap between them. Fixes andimprovements for the strategic levellook for the root causes of the gapin operationallayer. Sum up the improvement plan for FJ service system.In this paper, the research work from the following seven aspects:1. To improve the service directory. Get the clear terms of reference. Not onlyreduce time to repair the problem, but also greatly reduce the number ofcommunication.2. Service pricing mechanism has been improved, so that one day will be able toaccurate accounting of the cost of maintenance projects.3. The strengthening of supervision allows IT request response time shortened;operation and maintenance team doubled its work efficiency.4. ITIL-based incident management to improve research so that: Fault locationaccuracy rate of up to around94%. Troubleshooting time is greatly reduced to anaverage of1/3.Customer Satisfaction is increased substantially.5. The change management process improvements to enhance the availability ofthe system to more than99%.6. PDCA quality improvement and quality reporting system, making the release management, incident management and problem management would be enhanced.7、Feng Jie IT operation and maintenance services software is enhanced the processof maintenance and installation. It makes work more standard, more accurate and costaccounting, and the current whereabouts of the goods clearer. Has been using the system,the first and most obvious is the loss rate of the goods down to0%, and secondly, toquickly accounted for one-piece maintenance costs, finally, repair and installationbusiness performance evaluation system for personnel based on the enthusiasm of thestaff greatly enhanced.