A Study On Optimizing M Bank's IT Service-Operation Management Based On ITIL

As we all know,technology informatization is one of the key drivers to promote the development of the entire social and economic changes.Highly reliable IT infrastructure and efficient IT service delivery are key indicators.With the deepening of the overall structural reform of China's financial industry and the continuous injection of cutting-edge scientific and technological forces,the IT governance and services of commercial banks are also undergoing corresponding changes.The departments with the nature of IT services are increasingly playing the role of supporting the nerve center.The quality of financial services requires the protection of excellent IT services.This paper starts the research with some defects in the daily IT operation and maintenance service management of M Commercial Bank as the starting point of research.The purpose is to use the ITIL,which is the best practice of the IT service management community,as the theoretical research baseline,and the 6Sigma DMAIC as an auxiliary measurement tool to propose the IT service management optimization plan for M bank.In the research process,the causes of bottleneck problems are explored through surveys and interviews,and are analyzed to locate and enumerate the root causes of the problems.There are also ways to clarify optimization methods by grooming IT service processes and defining metrics.The author's research goal is to help the Bank eliminate the relatively passive,firefighting-like IT service management environment,and hope that the orderly IT service operation can help the overall efficiency of the Bank.This program is suitable for peers to refer to similar ITSM optimization work.