Research On The Optimization Of IT Service Event Management Based On 6?

At present,information technology has been widely applied to each industry at home,and service management has increasingly become an important research subject applied by organizations.The substance of service management is to manage service and its process.Service process management is the core of service management,so how to realize the normalization and process-orientation,lower the cost of operation maintenance,and raise service level and customer satisfaction has become the objective of service management.This paper develops research on the IT service incident management of A Company.Firstly,the paper illustrates 6? theory and DMAIC model.Then,in combination with the current state of A Company's IT service incident management,this paper analyzes the data collected and sorted out,finds out the key problem,and optimizes the IT service incident management by using the DMAIC model(Define,Measure,Analyze,Improve,Control)in 6?.It defines the improvement objective,and in combination with relevant data collected previously,it uses fishbone diagram and causal matrix to find out the problems existing and corresponding solutions for control,thus optimizing IT service incident management and raising user satisfaction.This research could provide a reference for the improvement of IT service management process of IT service organizations,and meanwhile,the case study of this Company has certain reference value for optimization of enterprises' IT service incident management in common sense.