IT Service Operation And Maintenance Management Process Reengineering Of U Company Based On ITSS

In recent years,with the increasing popularity of the Internet in China,Internet applications have gradually penetrated into all walks of life.Both governments and enterprises are actively conducting informationization work.With the growth of Internet applications,the complexity and importance of information systems have also increased year by year,and the work of IT service operation and maintenance management is facing more and more challenges.The main ones are not only technical issues but also management issues.According to Gartner,an authoritative IT research institution of the world,in the frequently occurring problems,the factors originating from technology or products accounted for only 20% of the total,while the errors in the process and the factors of staff error accounted for 40% each.This article takes U company as the research object,through the in-depth research of U company's IT service operation and maintenance management system,discovers the problem of the operation and maintenance management system of IT service operation and maintenance management companies.For example,passively handling problems,lacking necessary information sharing,and relying heavily on technical teams and other management system issues.In order to solve the above problems,this paper carries out process reengineering on U company's operation and maintenance management system according to the ITSS architecture.First of all,this article redesigns the service level management process for U company,enables U company to establish the service management catalogue according to the customer's request,confirm the service level agreement,and carry out all kinds of operation and maintenance management work on this basis.Secondly,the paper reconstructs the main tasks of U Company's operation and maintenance management into six processes: event management,problem management,information security management,release management,change management,and configuration management.The six processes handle customer response and message flow,problem discovery and processing,information security assurance,software and hardware system release,information system configuration change,and information system configuration information update and sharing.Finally,the dissertation designed the service report management process for U company to summarize the work process of each process in the service cycle,analyze the problems in the operation and maintenance management work,and put forward rectification opinions.Through the reengineering of the above-mentioned processes,the U company's IT service operation and maintenance management has formed a PDCA cycle of planning,do,check and action,and has achieved continuous improvement in the management and maintenance capabilities of IT services.