Rescearch On ITIL Based IT Service Management Of B Company

B company is a mid-sized scientific company,majoring in the development and sale of database in law and business.In recent years,with the economy growing and soundly building of the law in China,the market for law and business data has enlarged rapidly.And B company's business is on its fast track.As its supporting part,IT department undertakes the management and maintenance of IT structure,application system,hardware/software troubleshooting and other related IT work.However,there are many issues in IT department.For example,the majority of IT staff puts the technical work to its priority and neglects the importance of service.What's more,the staff's work is only guided by the immethodical process,technical files or work orders.This leads to vague work division,disconnection and even work overlapping,which causes many complains in the company.The management team increasingly emphasize the problems in IT department.They expact the IT can creating standardize processes and improving the work efficiency,then improving the satisfaction of other business divisions.According to practical need of the B Company,this paper focuses on the efforts to analyze and research the current situation on its IT Service Management,trying to work out a series of resolution abiding to the current popular ITIL system.We focus on the process of Incident Mangement,Problem Management and Change Management,try to relennish the process and create the contact and definite the trigger bwtween the processes.This paper will also make a series of safeguard measures to ensure the improved processes can be successfully implement in B company and then do analyzes on the effects.