Research On It Service Management Optimization Of Bank A

In recent years,with the rapid development of information technology,the informatization degree of financial institutions such as banks has continued to increase,and business operations and management have increasingly relied on the informatization construction.However,while information technology brings opportunities to the banking industry,it also brings challenges.As the scale and complexity of IT systems continue to increase,the risks in system operations will directly affect the normal development of banking business.It is very important to improve the level of IT service management,make the completed IT systems more effective,and ensure the steady development of the banking industry.This paper takes Bank A as an example,based on the current situation of IT service management,it summarizes the main problems existing in IT service management,and proposes an IT service management optimization plan based on the actual situation of Bank A.At first,the article explains the theoretical knowledge related to the research of this paper,mainly explaining the development process and theoretical points of IT service management,ITIL and ISO 20000.Secondly,combined with the current situation of IT service management of Bank A,through the form of user satisfaction surveys and internal interviews with the Information Technology Department,and with the help of the evaluation model to benchmark the ISO 20000-1:2018 IT service management system standards,this paper points out the following problems in IT service management of Bank A: the service support capacity of the information technology service desk is insufficient,IT service management structure needs to be adjusted,IT service management processes need to be optimized,and people doesn't have strong IT service management awareness.Thirdly,in response to the above analysis,referring to ITIL 4's best practice theory,this article proposes the following optimization solutions: setting overall guiding principles and goals,optimizing service desk functions,rebuilding the IT service management system structure and processes,and constructing of IT service management tools.Finally,in order to implement the above solutions,this paper has formulated an overall implementation plan and safeguard measures.The implementation plan includes four phases: project initiation,implementation,trial operation,and certification review.The safeguard measures include the attention and support of the leadership,strengthening the training of related theories,and continuous improvement of IT service management.The research goal of this paper is to help Bank A complete the upgrade of its IT service management system,and to a certain extent improve the ability of active service in IT service management.The relevant conclusions and suggestions drawn from this research can provide a reference for the colleagues in the planning of similar IT service management optimization solutions.