IT Operation Management Process Optimization Analysis And Implementation Effect Evaluation Of M Company

With the development of information technology and Internet,the enterprisesrealize the importance of informationization,which will be the foundation and opportunities of the future development.The enterprise managements pay close attention to improve IT services quality and managerial abilities.How to establish efficient IT operational service processes is the key to deliver IT service with upper-level management.M company,as the Number one in the business of personal computer,has made a wonderful achievement at the beginning of the informationization,which has brought great opportunities for the development of the enterprise and given a good support on the rapid development of the businesses,but the IT department has met a serious challenge as long as the company become globalization continuously and the businesses are being reorganized.It is the background of this thesis that how to improve the efficiency of the IT services and IT operation management in this situation.This paper has treats the general framework of IT operation management,which is based on the theoretical framework of ITIL and COBIT.It expounds the IT service activities which include the service desk and five core processes with the related key control points,and it also refines the performance indicators of IT operation management processes and the setting method as a reference according to the target decomposition theory of COBIT,which is the guideline of improving IT service management ability and the theory of this paper.The article has studied the IT operationmanagementdepartment of M company and introduces the organization structure and the current status of informationization.It also has analyzed the IT operation management core processes of M company based on the general framework,researched the solution of the IT operation management processes optimization of M company using the integrated Six-Sigma DAMIC problem-solving and SWOT analysis,this solution has made a great achievement on improving the customer satisfaction and the IT services efficiency after it has been implemented in the incident management process,which has been proved the validity by the AHP(Analytic Hierarchy Process)theory.Finally it has builta monitoring and guarantee measures to ensure the optimized processesbe executed successfully and has a smooth transition.This achievement has proved the applicability of Combined Six-Sigma DAMIC problem-solving and ITIL,COBIT theory,which can be a reference for IT operation management processes optimization.