It Service Management Implementation In The Enterprise

Information system has contributed a lot to the enterprise development in different industries of China (like finance, telecom, and power industry). However, many companies still haven't received high return and benefits from the IT investment. This issue is caused by several reasons. Lack of IT service management is one of the most important reasons. This paper is based on an IT service management project performed in a China branch office of a multinational company. From practice point of view, this paper describes how to implement IT service management in an enterprise and how to realize the IT change from a technical center to a service center. Thus the IT development objective is aligned with business development objective. Later on, IT will support and motive the business development.This project leverage ITIL which is the international standard and best practice of IT service management. Based on the understanding of the standard and the research of the current IT status, it is suggested to do the implementation according to three key principles which include improving IT infrastructure, building service process and improving information security. Since implementing IT service management is a long and continues improvement process, this project separate the implementation stages and evaluates each stage's result to reduce the project risk and improve the project investment efficiency.This paper first introduce the concept of IT service management and its history, service support and service delivery core processes, the importance of IT infrastructure management, and the background of the project. Then it focuses on the research of the current IT service management status, evaluate the level of the service and determine the targets of the project in the first year. After that, it describes the all detailed designs of service management, enterprise content management system product selection and service management system design based on enterprise content management system. At last, it introduces the implementation of the service management, the result of the first year and the obtained relevant lessons and experience.In this project, Documentum enterprise content management system software tool is used for the service management process customization, automation and implementation. This project fully leverage the enterprise level document management function and application development tool based on the key principles which include simplification, automation and communication. To the implementation of the service process, the project insists "just enough" principle to meet the real enterprise requirement.After the first year's implementation, the original system and network management focused IT operation model begin to be changed to a service focused IT operation model. IT wins higher customer satisfaction than before. The improvement of IT infrastructure strongly supports the business continuous expanding. The implementation of service process and security management...