The Study Of Shanghai Siemens Mobile Communication Ltd IT Service Management Implementation

With the continued increase of global information utilizing level, enterprise's demand for IT service is becoming higher and higher, enterprise will not only request IT to provide continued IT services to support business operation, but also request IT to create more business opportunities to help business unit to achieve business target. Base on this background, the concept of IT Service Management (ITSM) has been gotten broad emphasis.Shanghai Siemens Mobile Communication Ltd. (SSMC) is a big Joint venture of Siemens Ltd. China, and SSMC have implemented Enterprise Resource Planning system, business units depend on IT more and more, so the most important issue for SSMC is to setup a effective IT management system and reliable IT infrastructure which can increase the customer's IT service satisfaction and create value for enterprise.This paper is based on SSMC current situation and ITSM concept, utilizing ITSM's theories and specific methods to reorganize SSMC's IT service management processes and IT infrastructure, the real purpose is to setup an IT service management system which can fulfill enterprise quick development's requirement.This paper first introduces SSMC's background, and then indicates the concept, best practice and framework of ITSM. After that SSMC's current IT status and IT requirements of business are evaluated in the paper, based on the evaluating result and service level circle improvement principle, ITSM project's specific object setting will be finalized, then ITSM detailed process designing and IT infrastructure upgrade planning will be made, finally this paper make some conclusions about specific steps how to implement ITSM project and some important issues need to be pay attention, some other management methods like IT cost transfer payment and Balance Score Card are also introduced to ensure this ITSM project can be implemented smoothly.