IT Operational Service Quality Management Researchof Z Company Based On The ITIL

In order to exploitthe Z company's IT operations service management as the research object,began in the IT project quality management of the actual operational service,using methods of customer satisfaction survey,theoretical analysis,systematically analyzed the present situation of Z company IT operational services.Studies and summarizes the problems existing in the Z company IT operational services,mainly exist: the service response,service level position is not clear and not in time the problems such as nonstandard business acceptance process.In order to solve the existing problems,the first in quality planning stage,through the analysis of existing problems to find the reason,clear customer requirement for operational service quality,to determine quality objectives;In the execution phase,using the method of ITIL,IT operational service solutions according to quality standards implementation;During the inspection stage,with the result of the implementation of the quality of the target,check the effect after implementation is in line with the expected goals.In quality processing stages,summarize the result of the implementation of analysis,and putting the unresolved issues into the next cycle.Z company IT operational service project quality management scheme using the method of phased by theory of total quality management,service quality evaluation methods and quality management tools such as questionnaire survey,combined with ITIL method and related concept,implement effective comprehensive management,and strengthen the competitive power of the Z company as a whole.