Information Technology Service Management Implementation Research Of M Enterprise

With the development of global Information Technology, enterprise has given more and more high expatiation in IT service quality. IT service has been re-considered as not only from operation tools management, but from enterprise stranger view point. Information Technology is shifting from "Technical Driven" to "Business Driven". Meanwhile, enterprises have encountered the most critical problem is how to capture customers’ requirements for IT Service. They don’t have ways to collect and confirm customers’ real business requirements, no standard service process, or no way to measure IT service quality. Thus, customers are dissatisfied with IT services.This article used L department in Company M as an example. Looking for a best practice module for their past working experience in their process design and implementation. Try to figure out how they use ITIL/ITSM to guide and improve service and customer satisfaction level. Considering critical factors which impact customer’s overall satisfaction, Kano Model, has been used in process consideration. Kano model specified questionnaire is designed and used to collect customers’ feedback. Then, analysis data to get basic factors which customers concern. Given for these factors, several service operation processes, SLA, implementation plan based on ITIL are designed and implemented. Finally, IT service processes are improved, overall operation cost is saved, and customer overall satisfactions has been improved.