The Research On The Adhibition Of IT Service Management Model Based On ITIL In HS

With organizations’ increasing dependency on IT technology, the survival and development of organizations is influenced by IT at a large extent, especially for those organizations which are closely dependent on information technology, such as banking, securities, funds, insurance, and telecommunications. Standardized management can reduce the risk and failure, and also take control of the overall risk of IT services;Besides, it is also a stepping-stone for those professional outsourcing IT services companies. How to improve IT service management has been a very urgent problem at present since it is the basis of IT management and business operation, and also the key for enterprises to control cost and improve efficiency. Excellent IT service ensures the more efficient business operation, lower operational cost and better business profitability.It is the way for those professional outsourcing IT services companies to realize their core value. It is the way to maximize customer value with the rapid development of the third industry.IT service management (ITSM) is a set of methodology. It summarizes the problems in IT service management aspects encountered by multiple enterprises and finally form a set of complete standard to follow. It offers IT departments a set of standardized method covering system planning, developing, implementation and post stage operation. Concerning the actual business needs of enterprises, it makes IT closely connected with business procedure and business needs through the reorganization of business procedure and internal management changing, so that IT can really provide support for business operation, promote business development, and enhance the competitiveness of enterprises.The British Ministry of Commerce began to develop a set of IT management methods from 1980s, that is, information technology infrastructure library, short for ITIL. This set of methods is customer focused and process oriented.It is a book formed by a series of so-called "best practice", and a set of standard in fact. This standard has been applied by many enterprises in the western developed countries, and it plays a big role in improving efficiency and enhancing competitiveness for the enterprises.But the IT service management is still at the beginning stage for domestic enterprises. Few people know about ITSM, and the overall level of IT is still relatively low. Many enterprises still manage IT service in a simple, extensive way. There are still many weak points whether on the understanding of the value the IT service management can bring, or the practice it has been applied into.There is a lack of mature and effective methods and cases suitable for the national conditions of our country.HS company is the leading domestic financial software and network service providers, is the only leading domestic financial IT provider for securities, funds, insurance, banking and trust with software sales more than 1000 million per year and service fee more than 200 million Yuan, and has more than 1500 professional technical support staff.Having more than 10 years’business experience in financial IT area, HS company has insight into international and domestic financial business dynamic conditions, understand the customer’s business needs, evaluate future business development trend, apply IT technology skillfully to realize the construct of product and service and deeply understand customers’business. It is the constant accumulation of time, talent, knowledge, experience that helps to set up a leading position in this business area at present. However, HS Company has some problems in IT service management at present, such as, the work mode of the customer service department is passive, and the definition of the incident priority is not quite perfect. The share of the knowledge and experience is not enough, and the company can’t provide the centralized service desk for the customer and unable to fully quantify the maintenance personnel performance. These problems cause the customer satisfaction not high; also affect the development of company in the software business.It’s an important issue HS company is faced with at present about how to provide high quality and high reliable product and service to financial companies at home and how to turn 1.0 model based on selling software to 2.0 model based on IT service income.This article will has a detailed analysis on HS Company’s IT service management model by doing research on theory about IT service management to find that fine management is the major problem HS company is faced with at present including information desk management, event management, exception management, question management, change management, distribution management and so on, all of which need to be improved. The author try to propose advices of solution about common problems many companies have in IT service management. It’s hoped that the article will be useful to those companies that is faced with the IT service management problems.