Application & Research Of ITIL In IT Service Management Of A Company

With the rapid development of modern information technology,the increase of Information Technology(IT)equipment,more and more complicated network,especially with the growth of business scale,the complexity of IT users and computer systems is growing at a geometric level.At present,the A company's internal dependence on the IT infrastructure is unprecedented strong,and even the network and IT system performance has become a measure of whether the A company can be successfully carried out.In this context,IT service management has came into being,but IT service management(ITSM)with the development of Information Technology Infrastructure Library(ITIL)has been gradually paid more attention.ITIL is a standard global best practice framework for ITSM,for A company,the implementation of ITSM based on ITIL,which can not only help the company to enhance staff work efficiency,but also can contribute to IT department and business department to coordinate each other,turn the IT department from a cost center into a profit center.This paper is based on the ITIL theory for the ITSM problems of A company in the specific analysis and research.First of all,introduced the ITSM related theory,especially for the ITSM global best practice framework of ITIL theory were introduced;secondly,the current situation of ITSM in A company were analyzed,based on SERVQUAL(service quality evaluation)model,analysis and evaluation of IT service customer satisfaction of Information Center,so as to get two key indicators: reliability and responsiveness,and the relevance of user satisfaction is very large.According to the user's expectations of the two indicators and the difference between the actual value of the ranking,ranked first and second respectively,which is the cause of IT service satisfaction is not high in A company.Further influential factors of in-depth analysis on the service satisfaction,so as to find out the main ITSM problems of A company,which is not standardized work process,the lack of IT management service consciousness and unsound management system,At the same time,it is necessary to explain the implementation of ITSM based on ITIL in A company.Then by introducing the global best practice ITIL framework of ITSM,we study how to optimize the organizational structure adjustment through the development strategy of A company's ITSM and IT management objectives;Finally,referring to the global best practice framework ITIL of ITSM and Hewlett-Packard Co.ITSM(HP ITSM)reference model design for the A company to build a set of ITSM solution based on ITIL.The ITSM model is based on the service support module,including service desk,configuration management,incident management,problem management and change management,and put forward specific planning advice and implementation method,including the assessment of expected results and summary.The organizational structure of the paper mainly includes several parts: the first chapter is introduction;the second chapter summarizes the related theory of ITSM;the third chapter makes a detailed analysis of the present situation of A company's ITSM,to find out the problems of ITSM without ITIL;the fourth chapter is to develop ITSM optimization a strategy based on ITIL for the A company;the fifth chapter is to build a ITSM project implementation plan based on ITIL for A company;the sixth chapter is about the evaluation and maintenance of ITSM system based on the ITIL;finally make a summary of this paper and future prospects.