Research On The Service Process Of H Company's Service Department Based On ITIL

With the rapid development of IT(Information Technology),the business process of the enterprise is more and more dependent on IT,IT applications have become the key to the success of the company.As a well-known domestic IT equipment manufacturers,the main function of service sector for H company is to provide IT operation and maintenance services,Therefore,the service sector IT operation and maintenance management level is not only very important to customers,but also affects the H company's brand strength and product competitiveness in the industry.However,there exist many problems.For example,change management process hasn't set the standards for updating the degree of event,differentiated the important and urgent events and unified the service platform.All the problems above hinder the development of H.The promotion of service sector business process management level has become the priority to the company's improvement.Originated in the United Kingdom,ITIL(Information Technology Infrastructure Library)has been recognized as the world's best practice of IT service management.After implementing ITIL,many enterprises not only promotes the regulation for IT service management processes,IT services and resources management level,service efficiency and quality have been improved,but also guarantees the user's satisfaction as well as reducing the cost of service operation and maintenance and creates more economic value.H company's service department carries on the thorough analysis to the present situation,chooses based on ITIL to carry on the improvement to its business flow,hoping to establish a set of highly effective service operation maintenance management system.This paper introduces the overall framework and theory of ITIL,combines the practice of H company's service sector in the implementation of ITIL,and studies the application of ITIL theory in the business process of IT service sector.Firstly,this article introduces the core theory and characteristics of ITIL,and summarizes the application and research status of ITIL theory at home and abroad.Secondly,it analyzes the original problems existing in the IT service management,such as the incident and problem management process,the change management process and the service desk function of the H company's service department.Then the paper focuses on these problems,based on the theory of ITIL system,around the H company's service strategy,in the service implementation phase of service design,service transformation and service operation,seven service management processes,such as service level,knowledge base,release,configuration,change,incident and problem,and a service desk function are improved.Finally,in the implementation phase,we use Deming's method to improve the business process of the service department in three phases:preparation,mid-term and latter stage.Through the implementation improvement based on ITIL,we could not only solve the incident and problem management,change management,service desk and other aspects of the problem,but also establishes a sound level of service,knowledge base,configuration,release and other business management processes,This could achieve certain achievement in improving efficiency,reduce costs,improve customer satisfaction.