Research On The Application Of ITIL-based ITSM System In A Company

Along with the rapid expansion of the scale of A company information business and the continuous deepening of the development strategy,the shortcomings in IT operation and maintenance management have become increasingly prominent.The traditional operation and maintenance management model has been unable to continue to meet the needs of customers,nor can it promote A company to achieve better breakthroughs.Especially in the aspects of operation and maintenance process,job responsibilities,work efficiency,service quality,performance management,etc.,there has been a significant downward trend.A company urgently needs to transform the old operation and maintenance management status with advanced ITIL,ITSM and ISO 20000 technology concepts.Based on the ITIL framework system,an ITSM system is established to transform the operation and maintenance mode of A company,so that A company can match the market trends,meet customer demand,achieve transformational development,and provide a viable reference and reference plan.The main research work of this paper is as follows:First,on the basis of learning the connotation of ITIL and ITSM concepts,and comprehensive analysis of domestic and foreign research cases,qualitative analysis of organizational structure,operation and maintenance organization structure and operation and maintenance status of A company.Set up a working team with myself as the person in charge.With the maturity model of ISO 20000 quality system,the current status questionnaire survey was carried out.From the three dimensions of “organization/personnel,process and tool”,the current situation advantages and existing problems were analyzed,and the necessity of establishing ITSM system was determined.Second,according to the business development strategy of A company,the IT operation and service strategy of “process-oriented,customer-centric,and benefit-targeted” was designed.In response to the status quo of the A company,the ITIL-based ITSM system design was launched.Designed the functional framework of the ITSM system,and established the new "1+4" mode operation and maintenance management system based on the original IT operation and maintenance organization structure of A company and the standard ISO 20000 quality system standard.The 16 teams were reorganized in accordance with the principle of“matching people and posts”.According to the system framework of ITIL V3,the "Business Service Catalogue" and "Technical Service Catalogue" were designed.Third,in accordance with the "customer-centric" thinking,the design of the "centralized" IT service desk,identified the "customer center,front-line,second-line" technical team model.Combined with the actual business of A company,the core process modules such as “event management,problem management,change management,configuration management” were designed.Formed a technical solution for the construction of the ITSM system.Fourth,According to the design scheme of the ITSM system,the construction of the“Call Center and Operation and Maintenance Platform Project” was implemented as a practice,and the implementation plan Gantt chart was designed for the ITSM system project to provide a basis for practical operation.Focusing on the operation and maintenance characteristics of the A company,the operation and maintenance mode of “concentration +separation” was established,the hotline service number was determined,and the hardware deployment of the ITSM technical solution was carried out.At the same time,it explores the establishment mode of A company operation and maintenance assessment performance system,and provides guarantee for the execution of ITSM system after it is put into use.