Research On The Process Reengineering Of NL Company's Financial System Technical Support

With the acceleration of economic globalization and rapid development of information technology, Enterprises taking the ERP(Enterprise Resource Planning) management system to strongly support their own operation is inevitable. This increases the pressure of enterprise information departments while changing the way of the enterprise business' s operation. The NL Company took a SAP(System Applications and Products) ERP management ideology in their process. In the recent decade after the system's implementation, the requirement for business sectors, efficient work and other aspects is higher and higher with the expansion of company size and business models. As the result, the NL's IT department is trapped in system's daily work. Under this situation, Technical support for SAP needs scientific and unified project management process that coordinates all different role's relationship, enforces their duty and improves the process. As the one of the most standard model and practical framework in the IT governance(IT Governance), the ITIL(Information Technology Infrastructure Library) can be used the solve the problem.The thesis applied the ITIL v3 to rebuild the technical support management process for the SAP of the NL Company. Considering the optimal practical solution of the ITIL v3, the work between different departments of IT, business sectors and outsources are established and standardized to solve the management issues. Thus the IT's daily work form functional management is transferred into the process management, and the technical support service is improved.In this thesis, the life insurance company ”NL” is thought as the study object, the technical support management process for the SAP is analyzed and rebuilt. First, the thesis introduces the IT development of using ERP management ideology in the insurance business and the change of insurance business process with applying this technology for the financial system. Then, it reviews the SAP based on the knowledge of the ERP idea and achievement researches on the business process reengineering based on the ITIL. Next, analyzes the issues of NL Company applied the SAP, also make analyzes on its technical support organization in the form of project management, management processes exist. On this basis, proposes the reengineering method for the process of "service strategy, service design, service transition, service operations, continuous service improvement” by using ITIL v3. We optimize the work and management process of technical projects, to ensure that the practices in ITIL v3 NL technical support for the company's financial system service landing.Through studying of the NL technical support links in the application of recombinant SAP in this thesis, and the basic methods of ITIL and best practices are used to effectively govern the existing SAP technical support management process, and also the business technologies are integrated. All above learning are aim to help us improve IT service management level, and thus enhance the quality of service and the company's financial supervision capacity. Meanwhile, through the thesis' s study on ITIL company landed in the NL process, we hope to find some experience and methods which are generally applicable to the financial aspects of the insurance company financial system IT governance. So it can make the SAP to play a more useful role in business transformation and business innovation, and also provide a reference for other insurance enterprise IT Governance at the same time.