Appliication Research Of ITIL Theory In IT Service Management Of CRRC Zhuzhou Institute Co.,Ltd.

With the development of information technology,informationalization degree of enterprises have been improved,and enterprise business has also become more and more independent on information framework.ITIL(Information Technology Infrastructure Library)as a combination of service management practices,gets more attention fromenterprises.Many ITIL theory experts have studied the domestic and foreign enterprisesand proved that ITIL can not only help enterprises to establish and optimize the process of IT service management problems,but also can effectively reduce the operation and maintenance costs,improve(users)customer satisfaction,so as to enhance the competitiveness of enterprises.Taking CRRC ZHUZHOU Institute Co.,Ltd.—— a rail transportation equipment manufacturing enterprises as an example,many methods such as document inspection,questionnaire survey,technology analysis have been applied to identify the problems exist in IT service management.Meanwhile,through induction of ITIL theory,IT service management system framework has been proposed and specific solutions for "incident and service request management,and knowledge management,change and release management have been designed.Establishment of IT service system framework and development of specific processeswill ultimately be implemented with the help of IT tools.After proposing solutions for specific problems,the three processes have been carried out through the introduction of BMC Remedy platform.“Incident and service request management process”,a specific task automatic execution platform(platform name: IT operation and maintenance of automation platform)which is independently designed by the author has obtained software copyright and has greatly improved the efficiency of operation and maintenance and reduced the labor cost.IT service management and user satisfaction have been greatly enhanced through benefit analysis.