Hunan National Tax It Service Management Mechanism Innovation

IT service management (ITSM) is mainly a method of management centering the process and service on it. All the processes should have their established target and the target of ITSM process is to improve the quality of IT service. For departments of National Revenue, the necessity of innovatory ITSM system lies in the requirement of promoting information management by means of ITIL management thoughts, construction perfect IT management system, putting scientific IT effect management into practice, promoting the management level of IT department.There are some defects existing in ITSM of Hunan National Tax Bureau such as the parting of business and technology, deficiency of global management of resources, the imperfect key processes and etc. So these defects needs new requirement for ITSM.ITSM can promote communication among departments of National Revenue, do IT infrastructure construction management, calculate the cost and efficiency of IT service, provide guideline for IT service epiboly and etc. In the innovation process of ITSM, there is three core parts of ITSM: personnel organization structure and institution design, management process design. Only the integrating of these parts can ensure expectant IT service level. Although the reformation of organization structure often brings about all round force of resistance, the dummy institution usually does not need alter it's structure, management realm and independent budgetary style.The radical purpose of institution construction is to cultivate the ability of staff's controlling and supervising themselves, to standardize staff' behavior and to elevate staff's activeness and the ability of innovation. The article uses IT Balanced Scorecard to examine ITSM effect from Value contribution, user satisfaction, computing efficiency, future development of IT. The establish of ITSM system can realize initiative service, improve IT service quality and user satisfaction, markedly promote service ability and efficiency of IT department and lower IT service cost.