Study On Production IT Systems-support Improvement Of Plant C Owned By FV Company

The implementation of IT Service Management Processes could help IT department to improve the service quality, and enable IT serve the core businesses of company better, and enhanced companies’ competitiveness. The Chinese automobile industry is very prosperous, and the information technology has been widely used in the businesses of automobile company. Plant C is the key production facility of FV automobile company, and the manufacturing processes remain high reliant for information systems. Since critical IT incidents occurring caused plant’s downtime was over the warning level, so the IT team, who were responsible for IT operation of plant C, might not achieve the key performance indicator target.The research was launched around how to decrease the business impact of IT incidents, and how to improve the production IT systems support ability. First, principle of IT Service Management and its research actuality had been illustrated. Based on the Ishikawa Diagram Analysis, the caused from people, technology and process had been found. Before implement the IT service management method to improve Production IT Systems Support, a SWOT analysis has been done, in order to find the strengths, weaknesses, opportunities and threats of the project. Then IT Incidents Management Process, Problem Management Process, Change Management Process have been designed. In the implementation, the design had been realized via incorporating people, process and technology, and the corresponding actions for the weaknesses and threats had been taken. The evaluation framework from customer, internal business process, learning & growth and financial had been generated based on balanced scorecards. According to the evaluation framework, the project’s effect has been examined via before-after data. Finally, the conclusion had been given, and prospects of Production IT Systems Support had been outlook.