Wrjs Central It Service Process Optimization

For several decades, the rapid development of information technology (IT) has had a far-reaching impact for the organization's business process. With the development of information technology, the wave of information has swept through every corner of the world. For the IT industry, the largest mission is: in order to achieve the customer's needs, provide the cost-effective IT technology and services by the appropriate means. Therefore, outsourcing services as a kind of advanced production method providing IT technology and services have emerged. In recent years, many Chinese and foreign IT companies have entered into Chinese IT services market one after another and carried out competitions. The intensification of market competition brings forward higher requirements and challenges for IT services provided by domestic IT services outsourcing enterprises. To design and optimize effective IT service management system is the important way or mean to improve the core competitiveness of IT services outsourcing enterprises.This paper first briefly introduces the status and development trend of IT services at home and abroad, and then describes the status of WRJS Center services and summarizes the existing major service problems; on the basis of mastering the IT service management status and problems of WRJS Center, through Paleto chart analysis, process analysis and other analyses, make sure the key reason leading to major service problems. Since then, in reference to the best practice of IT service management, ITIL V2.0 (Information Technology Infrastructure Library), use the ITIL process maturity analysis tool of the Office of Government Commerce (OGC) to analyze the ITIL process maturity of the Centre, and then make the above analysis results as an input to the ITIL process optimization People-Ready model (ITIL People-Ready Model) of innovative design, and through this model eventually produce the ITIL process optimization Roadmap of the Centre to guide the next step ITIL process optimization work. Through these steps, eventually identify the WRJS Centre service process optimization direction. Finally, under the guidance of service process optimization direction, this paper designs process optimization programs respectively for the incident management process, service level management process and service desk in reference of ITIL V2.0 and Microsoft Operations Framework (MOF).This paper mainly researches WRJS Centre process optimization practice and give consideration to the theory. It describes the WRJS Centre how to combine IT service management best practices with Microsoft Operation Framework (MOF) to implement optimization IT service management process on the development background of IT service industries. The optimization method and process of WRJS Centre IT service management process has practical significance for reference for domestic small and medium-sized IT services companies.