| With the development of modern information technology,IT equipment and network become more and more complex.Especially with the growth of business,the number of IT users and the complexity of computer systems in modern enterprises are growing more geometrically.The pressure of operation and maintenance of IT systems is increasing gradually,and IT service management emerges as the times require.With the maturity of ITIL,IT service management has been paid more and more attention.ITIL is the global best practice framework standard of ITSM.Implementing ITSM based on ITIL can help organizations improve the work efficiency of IT departments,and also promote coordination between IT departments and internal and external departments,so as to further enhance the efficiency of IT services of organizations.The research on related topics will also help to better avoid all kinds of IT accidents and failures and maintain the normal operation of internal business.Since 2010,the technology operation and maintenance center of B Commodity Exchange has initiated IT service management based on ITIL framework.Its IT service management has played a positive role in promoting the orderly development of B Commodity Exchange,but there are still some problems to be solved through effective means to meet its internal and external information support needs.Based on the theory of IT service management,taking B Commodity Exchange as a case,this paper comprehensively uses literature analysis,case study and questionnaire survey to analyze and summarize the main problems of IT service management of B Commodity Exchange,combining with SERVQUAL model,and puts forward the management of IT service of B Commodity Exchange.Reasonable improvement strategy and implementation guarantee.Based on the questionnaire survey based on SERVQUAL model,this paper argues that the existing problems of IT service management in B Commodity Exchange are: low efficiency of service desk,low service level and service content,limited use of IT service management process tools,information failure reporting and user needs processing efficiency to be further improved.Strengthen.Therefore,B Commodity Exchange should improve IT service management in the following four aspects: strengthening the construction of service platform improvement scheme,standardizing the content of IT service level and process monitoring,strengthening the application of ITIL V2 tools in the optimization of IT service management,and establishing a hierarchical processing mechanism for information failure warranty and user needs.At the same time,in order to obtain better strategy improvement effect,the implementation guarantee of IT service management in B Commodity Exchange should be: to raise the awareness and attention of the whole staff on IT service management,to further optimize the organizational structure of technology operation and maintenance center,to strengthen the professional construction of IT service management team,and to continuously improve IT service management to adapt to IT service management.Employee assessment mechanism. |
