Application Of The ITIL Theory In A Large Multinational Company’s IT Service Management

Starting from21st century, the application of IT has been developed and improved incompany, many company business processes are more and more reply on IT, and IT hasbecome the key for a company success, especially for multinational large company. Even a lotof companies recognized business need to be strong supported by IT, also put huge effort onIT service, the effects is not improved, by facing this difficult situation, company realizesbetter manage and apply IT service is the best approach to achieve high level informatization.ITIL (Information Technology Infrastructure Library) was born under this background. It’soriginal from UK, now it’s become the best practice in IT service management area andaccepted by most of the company as the effective way to improve IT services level.ITILtheory actively integrated with process, technology and resources as the three main elements,by apply ITIL in IT service management can help standardization IT process, improve internalcustomer and business department satisfaction, management level on IT resources, deliverbusiness value while reduce the overall management cost. So, how to leverage ITIL forimproving IT service management level become a very important topic in companydevelopment strategy.This thesis introduced ITIL theory, concept and the overall framework, use one largemultinational company as an example to demonstrate how ITIL help company to improve ITservice management and processes, as a consequence, increasing company’s productivity andcompetitiveness. Firstly, this thesis introduced ITIL development history, main framework,definition of each component with ITIL and the relationship between each component. Then,this thesis focused on how a large multinational company uses ITIL theory, explain how theybuilt up service strategy and how they achieved service desk, event management, incidentmanagement, problem management, change management, configuration management,continual service improvement components in details. In the end, introduced the applicationresults of service quality management, service catalog and quote, customer stratificationincrease. Analysis the change in IT service management after applied ITIL, expect how tospread ITIL over China. Sincerely hope this thesis can help the companies which want toimplement informatization management.