Research On IT Service Management Of Small And Medium Enterprises Based On ITIL

With the rapid development of science and technology,IT(Information Technology)plays a very important role in the production and operation of enterprises.Because of the increasing number of computer equipments and the increasing complexity of network in enterprises,more importantly,the growing business scale of enterprises,the number of IT users and the application difficulty of computer systems are increasing geometrically.At present,the business department of W company has higher requirements for IT system,and whether the IT system can run stably and efficiently will directly affect the smooth operation of the production of W company.In this case,through literature reading and learning,and borrowing the relevant ITIL theory and IT service management works at home and abroad,determine the practice framework of ITIL to build the W enterprise IT service management process.As the best practice framework of IT service management,ITIL provides a professional and process-oriented approach to solve the problems faced by enterprises in daily operation and maintenance.Its achievements in recent practice have also made more and more business managers favor it.In the course of the research,this paper uses the methods of expert meeting and demand survey to summarize the problems existing in IT service management in enterprises,investigates the satisfaction degree of the problems through questionnaire survey,and analyzes the main causes of the problems after quantification,taking the six main reasons as guidance,from Find solutions in the ITIL management process,and build a set of IT service management solutions for W company based on ITIL,IT service management model based on service desk,event management,problem management,configuration management and change management.Finally,from the effect analysis,we can see that the implementation of the process effectively promotes and promotes the improvement of the enterprise IT service level.It shows that the implementation of ITIL process management effectively standardizes the IT management of enterprises,improves the efficiency of enterprise operation,guarantees the normal operation of enterprises and the orderly development of various work.It is hoped that the theory of ITIL studied in this paper,the research on IT departments of small and medium-sized enterprises and the corresponding management process can be used for reference by other small and medium-sized enterprises in IT service management.