Study On The Improvement Of WK Company Information Management Based On ITIL

In order to improve their competitiveness, many companies established many kinds of ITinformation systems to support their better development. However, whether the application of ITcan enhance the enterprise’s core competitiveness, do not only depend on the input of ITproducts, but also depend on the process of applying IT technology for effective management.The ITIL is the industry’s widely used IT service management standards and best practiceguidelines, can make existing information technology resources to achieve greater performance.This paper analyzed WK company information management system based on ITIL andproposed the optimized solution, focusing on the IT incident management process optimizationdesign, and the initial establishment of the problem management and change managementprocesses for the company to improve IT service ability and level. Firstly, the paper analyzedWK company information management problems from the perspective of IT managers, includingIT management processes lack of security, busy dealing with emergencies, IT sector lacks aunified configuration platforms, information relative isolation, the lack of complexity IT systemsmanagement experience. Second, in order to improve IT event management level and servicequality, the paper focused on the optimization of the IT incident management processes,proposed main subject, key roles, responsibilities of IT incident management process, gave theevent flow related definitions, including the nature of the incident, sources, classification,priority, etc., and carried out the detailed design of the incident management process. Third, thispaper proposed the IT problem management processes and change management processes of theWK corporate to standardize corporate information management.Through optimization, it is expected to achieve three effects: First, IT services change frompassive to active and service levels is improved; Second, deployment of human resources in ITdepartments is more rational, and emergency response capacity is increased; Third, ITorganization is converted into process-oriented organizational structure, and the servicecapabilities is enhanced across the region.