Research On Evaluation Of IT Service Management Process In KM Company

The reliability, availability, and rapid adaptability of IT service are the guarantee for developing modern enterprise's informatization. How to help clients achieve system's reliability and availability, improve efficiency, manage IT operational costs and improve the competitiveness of enterprises, currently, the problem has to be considered by all the IT ervice providers. While, in order to solve these problems, the key is to implement a standardized IT service management and assess the IT service management process effectively. The industry's top priority is to explore IT service management process assessment that conforms to the situation in our country become.By surveying industry and reading literature, it discovers the IT Service Management concept based on ITIL. Under the background of KM Company's IT service management implementation and assessment case, this paper does the analysis and gets the purpose of this study:By combining ITIL methodology and AHP, this paper assesses KM Company's IT service management process, and propose the improving direction for the enterprise managers, enhance the ability of KM Company's IT, enable the company to better survive and grow. For other enterprises, especially those large multinational consultant corporations, it is of great value for reference.This paper concretely studies three areas:(1) Through studying KM Company's IT service management framework and the related process's definition, operation process and management methods, the company experts'advices and so on, this paper determines every evaluation indicator of IT service management process. (2) This paper analyzes the IT service management process evaluation system, and researches the implementation of IT service management process evaluation on the KM Company, by combining with KM Company's services level agreement and using AHP to calculate the weight of every indicator on IT service management process. (3) Aiming at the results of IT service management assessment on KM Company and the actual situation of KM Company's IT service management, this paper provides some reasonable recommendations, in order to propose the improving direction for the enterprise managers.The research results show that:(1) Analyzing the key factor can help IT service enterprises to do the real value assessment, and may make KM Company evaluate the IT service management process more completely and effectively. (2) The executive ability of IT service assessment management is the important guarantee of KM Company's IT service management process. (3) IT Service Management Process Evaluation System will be useful for the successful implementation of IT services. (4) IT service management process evaluation system with the strategic will help companies operate stably and improve more effective service.In short, combining with ITIL theory, this paper analyzes KM Company's IT service management, and by using related hierarchical model, analyzes the IT service management process evaluation system. The purpose is to improve KM Company's IT service management capabilities, and enable them to better survive and grow.