Research On Optimization Of IT Service Management Of F Securities Company Based On ITIL

Early 20 th century,the leading functions were the business departments which can bring direct income for the company in the domestic enterprises,esp.financial industries;IT,just an auxiliary function for the business development,ran as “working by order receiving”.However,in the recent years,accompany with information services’ rapid development,the company gradually increasing investment on Infomation Technology(IT)construction,which leads to more IT equipment,more complex network technology and more subdivided IT talents.Regulators request for higher standard for information management in various industries.Enterprises not only satisfied with the “IT-support” traditional management mode,but changed to use IT as the Information Service Manager to drive new business development.IT engineers need a mature reference framework to improve the enterprise’s IT service management level,strengthen the refined management of the IT team,and optimize the communication and coordination between the IT other departments,to improve the IT service efficiency.Security company F introduced IT service management system in2009.It carried out a series of optimization of it internal processes and achieved certain results,but still have a series optimization problems in the daily management between IT service manager and other participators,such as internal friction,poor communication,ambiguous process and hard collaboration,etc..Taking the IT service management system of Security company F as the research object,starting from Information Technology Infrastructure Library(ITIL)and relevant important theoretical basis,this thesis analyzes the existing problems and root causes of Security company F by the review of current situation of IT service management and questionnaire survey,and uses analysis method.On the basis of analyzing the current situation and existing problems of Security Company F,referring to ITIL life cycle framework,optimize the five process systems of interface management,event management,change management,problem-solve management and configuration management,and solidify the process through the construction of IT service management platform,to form a practical and efficient IT service management closed loop,optimize the organizational structure of the IT team and transform the IT team into a service provider based on process and management platform.At last,use PDCA management cycle to optimize the service quality and make up the limitation of ITIL on quality control.