Kunming Airport IT Service Support Management Research

Recent years,Information technology is developing rapidly,so that enterprises can operation of high quality and efficiency.The airport is a special service enterprises,IT services status is also very high,the reason is that the airport IT service object not only include the enterprise,but also passengers,its focus is IT service support management,and providing better service.Simple equipment maintenance and replacement is no longer the focus of service support management,the urgent need for Kunming Airport attention to IT service management,using domestic and international advanced theoretical knowledge and industry standards,combined with the actual airport IT services,from the top design,optimize manpower and processes.ITIL provides quantifiable,rigorous and objective norms and standards,the key is to improve and evaluate the quality of service delivery,make the enterprise can better implementation of IT service management.ITIL can further subdivide IT service management,including a management function and ten core processes.The former refers to the service desk,the latter are respectively problem management,change management,IT service continuity management,service level management,accident management,configuration management,capability management,release management,availability management,and IT services to financial management.This paper is based on the theory of service management,combining with airport IT service support situation,Further studies how the IT department at the airport to be able to better the implementation of IT service management support,including service organization structure adjustment,improve the service management processes,and establish and perfect the management system.Besides,the detailed design of the reception function module,and configuration management,change management,problem management and incident management four processes.