University ITSM Process Design Based On ITIL V3

With the rapid information technology development, Information technology has become an important part of business world. Many IT companies have realized that they don't sell a product but a service. How to govern and manage IT service, has becomes a challenge problem to managers and researchers. The goal of ITIL is to improve service management in an organization.In recent years, many organizations are applying ITIL. The most of them are telecom industry, manufacturing industry, financial industry and government organizations. However, only a few of universities have applied ITIL. In my master's thesis, I apply ITIL into universities IT service management according to the actual situation of universities IT departments, design a process framework. The method of my process framework is made based on ITIL (V3). The life cycle model is presented in my thesis. There are totally five phases in the ITIL v3 life cycle. During this life cycle, ITSM goes through a series of phases: Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement.