Application Of Itsm Theory In ERP Operation And Maintenance System In Z Company

Since entering the 21st century,the economy is getting globalized,and the global market co mpetition is getting intensified,enterprise is continually implementing organization and management innovation,many IT projects implemented and being the most important information management system in various industries.ERP is one of the most prominent information systems.Since huge information system implementation needs huge capital,work force and time.For the implementation,enterprise has been involved a series innovation of organizational process,business model and even its competitive mode that needs to be changed and sometimes these changes may cause risks in some degree At the time being,most of enterprises have completed the implementation of information management systems and received benefits from these systems such as cost reduction and providing business intelligence.Howerer,it doesn't mean that we can totally rely on these information systems to support our business operations.After implementation,we need to guarantee the high availability of these information systems,how to keep these systems run smoothly,effectively and efficiently.Accompanying the implementation of new IT technologies,how to maintain these systems is getting more and more important in IT department.The foundation of Information Technology Service Management(ITSM)theory and Information Technology Infrastructure Library(ITIL)provided the best practices.ITSM is a discipline for process-oriented IT services,help enterprise to manage IT infrastructure efficiently and actively,switch IT deparment from cost center to profit center.In this thesis,based on the ITSM theory and case study of Z company,we will study how to apply ITSM theory on ERP maintenance and operation.The whole system is combined by two parts,one is ERP maintain and operation process system.This part bases on Information Technology Infrastructure Library(ITIL),through IT department organizational structure,ERP maintenance and operation mode,ERP service desk,incident management problem management,request fulfillment,change management,release management and configuration management to introduce the role of IT department job duties,service procedures and solutions of ERP maintenance and operation;The second part is the ERP maintenance and operation service performance evaluation system.This thesis suggests to estimate ERP maintenance and operation performance from two sides;Internal and External.From Internal,the thesis will help IT department how to set up KPI(Key Performance Indicator)of each process of IT service units,these indicators will apply to each service process procedures stemmed from ITIL best practices.From External,the thesis will base on QoS(Quality of Service)to help IT department how to set up service performance evaluation system based on customer satisfaction.The thesis will go through customer survey and interview to demonstrate the results.Through customer survey and interviews of 39 ERP users and analysis of the result,the thesis proposes IT service performance evaluation system b ased on QoS(Quality of Service)As a result,combined with these two key systems,it helps IT department to set up the complete service procedures and service performance evaluation system of ERP maintenance and operation.At last,the thesis gives us case study of Z company,to validate the feasibility and effectivity of ERP system maintenance and operation under ITSM theory.Finally,the author expects this study can provide some guidelines to IT department to set up the system of ERP maintenance and operation,to guarantee the high availability of ERP system and hence to contribute more value to the organization.