IT Service Management Process Inmprovement Study Of Shanwei Electric Power Enterprise

The IT service technology advanced combins with management ideas and methods, canpromote the enterprise IT management level, to improve business efficiency andcompetitiveness.This article is according to the Shanwei Power Supply Bureau IT operationcurrent situation to undertake summing up, to develop IT service management systemconstruction goal, and the use of SWOT and the method of questionnaire investigation tocurrent situation nearly analysis, find out the crux of IT service process, put forward astandard based on the ITIL IT service management ideas and methods.Shanwei Power Supply Bureau of IT service management system questionnaire asfollows:(1) the occurrence of more dissatisfied or very dissatisfied with options, such as theservice response time and problem solving situation.(2) by investigators for the comparison ofa single function, the system is relatively stable service satisfaction was higher for thosefunctions, complex, often use to system service satisfaction is relatively low.(3) investigatedthe return to a "general" option on the staff.(4) from the survey and visit found byinvestigators, and the business relationships, often appear in data access system for adjustingthe data permission to adjust the lowest satisfaction, followed by the regular use of systematicproblem solving speed is not satisfactory.This paper found that the main problems are:(1) to process the whole process ofunderstanding are not clear;(2) the process of global consciousness is not strong;(3) lack ofprocess optimization mechanism and (4) the process execution is not strictly.Shanwei Power Supply Bureau make the adjustment of organizational structure and theimplementation of process management, straighten out the IT fault handling process;take theclear job roles and responsibilities, and the establishment of service unified user contact,overall dispatch service resources; management information system construction, curingprocess.According to the Shanwei Power Supply Bureau IT service management systemconstruction goal, determine the IT service management process of construction the maincontents include: incident management, problem management, configuration management,change management, request management, knowledge management and so on six processesin the ITSM system curing execution, while supporting the implementation of IT servicepromotes the work.Based on the ITSM system process optimization, and strengthen therelevant publicity and training, system standard after the key indexes are analyzed, thecustomer satisfaction, the average service request response time is shortened, the average troubleshooting time is shortened, IT operation fault is fundamentally solved, and theformation of knowledge base.In short, IT service process optimization is a gradual process continuously, is a long-termoperation in electric power enterprise is a mechanism, and other business processes togetherto optimize the process of innovation, not only to stay in business and technology level, alsoincludes a full idea idea change, enhance the quality of staff, organization structure andconstruction of enterprise culture and other aspects.The purpose is to improve the IT servicemanagement in Shanwei electric power supply bureau.