Study On ITIL-Based ITSM Of BR Medical Company

As China has becoming an aging society, elder people demand to improve medical care. It is an opportunity to both domestic and abroad medical company. All kinds of IT systems have been set in BR company (such as ERP, CRM etc.). It is a basic guarantee for continuity supporting business with uninterrupted hardware, software and network system. How to effectively use, manage and maintain these information systems has become a top concern for BR Company.According to BR’s China sub company, this thesis has comprehensive study on how to implement ITIL-based IT service management. Analyzing current position of IT service management status and problems, as well as defining and designing workflow of service desk, incident management, problem management, change management, release and configuration management based on ITIL framework and theory. Meanwhile, service level management, capacity management, IT service continuity management, availability management, and others have been definition and design. This thesis analyzes the implementation of ITIL in the early requirements concerns and identifies key success factors in implementation process. Also point out the continuous improvement and optimization of the importance of ITIL processes.