Research On The Optimization Of IT Service Management In Company L Based On ITIL Framework

In the 21 st century,information technology has been deeply and widely applied in a lot of fields and received unprecedented attention.The IT technology level directly determines the efficiency of the company's business operations,and helps companies improve their core competitiveness in the market.IT service management based on ITIL best practices has been applied in China for many years.After these years of development,it has been implemented and verified in many enterprises,proving that it can greatly improve the level of IT service management in enterprises.In fact,it has become the most widely used management theory in IT service management fields.Company L,like other companies,is also struggling to seek ITIL based theory to innovate and experiment in IT service management,changing mindset from focusing on technical itself to customer-oriented IT service.This article explains current IT management problems caused by increasing complexity of IT systems in the company,as well as analyzed the root causes of those problems.After that it has provided a solution to address those service issues by launching an IT service management improving project named “First-Class”.The project name of “First-Class” vividly reflects the purpose of this project is to be customer-oriented and provide high quality service to customers.I have been working in the IT department of Company L for many years.The IT service improving project was just launched right after I completed all theoretical study.During the whole project period,I had deeply been involved in all aspects of the project from establishment,data collection,problem analysis,developing optimization plan and implementation.The measures include adjusting service organization structure,re-standarding service process,innovatively designed dual service desks and so on.At the end many IT service management problems the company had before were solved.IT operation efficiency has been significantly improved.More importantly,the business department's satisfaction to IT department's services has increased significantly,and the IT department has truly become a booster for the company's business development.I believe that it will be able to go on with this trend in coming years if we keep following up the continuous improving measures mentioned in the article.The IT service perfectly meets business requirements and all customers in the company enjoy high quality IT service similar as the service that passengers receive first-class service while taking a plane.