The Design And Implementation For IT Service Managerment Platform Of A Bank

Today,along with the expansion of the business range of banks and the constant advance of informationalization,the information system of banks is heading more complex and is being more relied on.The stability of the operation of the information system directly influences the continuity of banking business and banking service quality.How to reasonably utilize IT resources,effectively control IT risk,and enhance the IT service quality has turned out to be an issue highly concerned with the banking industry.Under this circumstance,the introduction and application of ITIL(Information Technology Infrastructure Library)is able to overcome the difficulty in enterprise IT service management,boost the efficiency of enterprise IT service,lower the risk in operation,and increase the level of satisfaction from customers in IT service.This thesis applies advanced concepts of IT service management into the process of IT service management in a specific bank.Through the analysis of ITIL concepts that are combined with the actual IT service flow in the bank,a dedicated IT service management system is developed following the unique characteristics of the bank.Already deployed in daily IT service management,this system targets integrating the banking business and reporting channels of the office system status,strengthening the management of all system events,improving the capability in dealing with these events,and to ensure that the entire banking information system security,stable and efficient operation.At the same time,increase the speed event handling,improve customer satisfaction,the establishment of appropriate key performance indicators system management,statistical statements are provided for relative services,auditing is carried on for the final service results to find out the aspects to be improved,and therefore the IT service quality is further enhanced.This service management platform has been devised and developed,and it has also been successfully promoted and implemented in branches of the particular bank all across the nation.At the moment,the system operates stably,satisfies the demand of IT service management at the current stage of the bank,builds greatly up the capability in responding failure alert and emergency service,enhances the IT service quality,and reaches the aim and requirements of the system design.