The Research Of Information Technology Service Mangement Optimization For Company U Base On ITIL

In recent years,with the continuous construction and development of the IT system and the IT infrastructure,information center is facing heavier maintenance pressure.How to improve the information center IT service management capabilities and management level has become major problem for information center leadership.At the same time,management team provides the operation principle of IT service management operation.Company U should consider and follows this principle in regular operations.In this paper,information center is the object of research.This paper analyst the root cause of IT service management problem by questionnaire,expert interview and AHP method.Firstly,this paper designed the questionnaire base on SERVQUAL model and carried out the questionnaire investigation by rigorous research method.After consider the investigation and assessment results,this paper confirmed the main IT service management problems for information center.In next step,this paper defined the optimization goals according to this problem.Finally,according to ITIL model to perform optimization design for information center.The solution mainly contains organization's structure optimization design,the analyst of cost for this optimization and ITIL process design,such as service desk,incident management process and service level's management process.I hope it can effectively help information center to solve the current facing problem and i mprove the IT service management level for Company U.At the end of this paper,it gives the optimization result assessment from the different views of service producer and consumer base on the operation data of information center.