Service Design And Continual Improvement Of K Company Based On The ITIL

In the transition from small private enterprise to medium-sized state-owned enterprise,K company has invested a lot of resources in IT infrastructure,but there is a lack of effective means of improving IT management,leading to various difficulties in IT services.Based on the concept of IT service management and the best practice framework of ITIL,this paper,through the questionnaire survey,obtains the status of enterprise IT and analyzes it.In the case of limited resources,the problem of IT service is solved by service design,related to service directory management,level management,capacity management,supplier management,availability and continuous management,security management.This paper introduced impact of the operation and maintenance model on Service directory design and the establishment of the IT service directory screening process.It explored the establishment of support service system,the division of the problem level,the selection of the service support on service level design.It discussed how to apply the management economics theory of Break Even Point as a feasibility analysis tool on service capacity design.It descripted how to use the theory of social labor division and the theory transaction cost to determine whether the need to outsource the corresponding services on supplier management.It explored how to flexibly design small and medium enterprises disaster recovery program using the methodology of "two places three centers" on availability management.It introduced the specific implementation steps on continuous management.It discussed how to ensure confidentiality,integrity,and availability from two aspects of the personnel and the equipment on security management.Finally,K company achieved service design goal through the service desk.It achieved continuous improvement services through PDCA method,seven step process improvement method,Balanced Score Card.The research results have certain reference value for the information construction of small and medium-sized enterprises in service design and continuous improvement.