The Research Of M Company's IT Service Management System Improvement

The dissertation is to research the improvement of IT service management system in Mcompany by applying Checkland soft system methodology. At beginning, it illuminates thesignificance of researching IT service management in information age. Base on the theory oftotal system intervention, the dissertation shows an example about how to apply SSM toimprove the IT service management system.From the beginning of 21st century, most of companies have faced the impact ofinformation technology. Its businesses are more and more running on IT systems, and moreand more relying on them. From then on, the most important IT management issue is not howto find and introduce an IT system, but how to make the IT systems run more effectively andreliably. Some practices have implemented, such as ITIL (IT infrastructure library). Itoriginates from the office of government of commerce of Britain. It provides some importantconcepts and some best practices of IT service management by orienting to process. But howto apply them effectively in practice is still feazeed the professionals of IT management.After all, the dissertation used system thinking to analyze M company's IT servicemanagement environment and process, and then used Checkland SSM to analysis its systemmetafor and build the process of how to improve IT service management system.Simultaneously, it provides an improvement solution and an implementation plan. Theconclusion of this dissertation will provide a good IT service management systemimprovement solution to the IT Service Providers.