The Research On IT Service Management Optimization For Qianhai Airlines

With the advent of Internet accelerated speed era,Information technology(IT)plays an increasingly important role in the development of civil aviation industry,and each airline company have increased investment in information construction to enhance their competitiveness.Therefore,it became the chief tasks how to make IT resources utilization more effectively,and then more and more enterprises have begun to attach importance to IT services and management.Qianhai Airlines Company as a start-up private airline which regarded information technology as one of the important innovative means will rapidly introduce massive information systems and IT resources,and then the requirement of IT services will embody more diversity.In such cases,it has been a challenge to be faced with Information Services Department that how to optimize and enhance IT services management to provide more safety,reliable and sustainable IT services for Qianhai Airlines as an IT service provider.In this dissertation,IT service management of Qianhai Airlines was taken as research object,through analyzing its present status,aiming at the problems of its IT service management,using the ITIL system specification,the optimization scheme of IT service has been proposed.Firstly,with investigations the current situation of IT service management of Qianhai Airlines executed,the existing problems have been summarized.Secondly,based on the ITIL system specification,the three life cycles of service design(service level management),service transformation(configuration management,change management)and service operation(event management,problem management)which are highly related to the current IT service problems of Qianhai Airlines have been analyzed.Then,based on ITIL,a set of solutions for the optimization scheme for IT service management of Qianhai Airlines are proposed which mainly include the establishment and optimization of IT service regulations,such as the establishment of configuration management,change management,the improvement of event management process,and the information desk creation contacting with customers.Finally,the guarantees have been put forward for future implementation of IT service management optimization in Qianhai Airlines.The research on the optimization of Qianhai Airlines IT service management could help to redefine and optimize the IT service process,so as to improve the quality of IT service and improve customer satisfaction;it also would be hoped to provide some reference and ideas for other enterprises currently facing the similar problems,especially for small and medium-sized aviation enterprises with many common characteristics.