ITIL In Government Information Management

The objective of "smart government" which demands higher-level technical service needs to be realized by expansion of e-government capacity. Public services and the efficacy of the management of government would be further promoted as the development of IT. The local authority’s IT expenses in maintaining current IT operation has become increasingly large and complex. There will be a natural overall trend towards a higher requirement for IT service. The increase in "buying power" and technicians of process software has been difficult to meet the actual operation and maintenance demand. Then the special emphasis of IT department will be placed on provision better IT operation and maintenance services.This thesis discussed IT service management in HS District government based on ITIL theory. The thesis included the current situation of E-government IT operations, analysis of existing problems, the requests of IT service and a deep understanding of the objective. Based on the IT service management and ITIL theory framework, this thesis provided a system of IT service management process, primarily service outsourcing which includes service support processes and service delivery processes. It analyzed and described objectives, contents and benefits of IT service management processes in details. It aims to establish a standardized process, improve the operation and maintenance management system, and improve the quality of IT service under reasonable cost. Then the government’s IT service management would produce good social and economic benefits. Finally, the thesis has assessed the effect of the designed service system and indicated to-be-improved IT service management content.