Researsh On IT Operation And Service Management Ofacompany Based On ITIL

With the deepening of business information of A company,the operation and maintenance of ITsystem become more and more complex,the technical difficulty is also more and more high.Thebreadth and depth of IT operation and maintenance is increasing,A company has gradually exposedmany problems,such as the current process could not already meet the needs of businessdevelopment,the execution of the process has low efficiency;the coverage of operation system is notcomprehensive enough,the job responsibilities are not definite,and the role division is also notclear;the increasing workload of maintenance and the high mobility of maintenance personnel leadto cost increase;safety management and technical measures are not perfect,there may be manyman-made misoperation,which will cause that system security can easily be destroyed andinvaded.In order to solve the above problems,it need for A company to improve and optimize theprocess,system,personnel,technology.ITIL(Information Technology Infrastructure Library),it is theinformation technology infrastructure library,which is a set of IT service management theory for theprocess that extracted from the practice of many organizations in the world,it isoriented-process,customer-centric,through combining the relationship among thepersonnel,process,technology,according to the process approach, and organizing the IT managementactivities,it gives the specific scope、objectives and functions,and execute the information of eachprocess in a closed loop management way.From the project management’s point of view,the lifecycle stage’s division of IT operation service management would ensure that the completion of thetask is not out of line,in the beginning stages,it is necessary to collect the information of thecustomer’s needs,and design the service strategy goal and pass on the adjustment of organizationstructure and the division of duty,in the stage of schema desgin,it need to definite the each part ofthe work and the content of the work,in the implememtation stage,in order to ensure that the outputof the results can meet the original design target,it need to develop the implememtation plan,in thefinal stage,it need to evaluate the key points of the project.In this article, it adopts the research method of combining theory with practice, and practice onthe application of the theory to specific research methods, and start with the relevant theory fromthe IT service management, and make the contrast analysis with the framework of ISO/IEC20000and ITIL,and put forward the necessity of implementing ITIL. Due to the limited research time,from the devision of the project life cycle management perspective,the life cycle of IT operation service management is devided into four statges,including IT service strategy, service operation,service transition, continuous service. The article adopts the systematic approach to make a detaileddesign and improve the current organizational structure、operation process、operation system andoperation performance only around the current problems of A company.It put forward a designscheme of operation and maintenance based on ITIL,which includes the design objective、theprocess content、 relationship with other process、 the detailed design of service managementplatform,incident management process,problem management process,change managementprocess,configuration management process,release management process and knowledgemanagement module,and the improvement and optimization of operation and maintenancemanagement system and performance appraisal system.The article adopts the phased approach to develop implementation plans,grasp several keypointsof the implementation process, such as ITILtraining, the defitenition of the function allocation,thecollection of customer information,the selection of the technical platform,and the constrtuction ofthe database configuration. Finally, the article make an analysis and verify the result of theimplementation from three aspects,that is the operation effect,customer satisfaction and the cost ofoperation and maintenance.