The Research In IT Service Management Process Of E Company

Along with the continues evovling of present enterprise IT development, E company is urgently seeking the method to grow its IT operation support capability and keep IT operation high effiecient and effectives. Align with directives from executive management, E company IT department has managed most of components of IT infrastructure in production environment and updated existing service operation processes to provide high quality support service with IT customers.The article used ITIL best practice and popular IT service management methodology and toolset to discover and research the possible problems or challenges in E company’s IT service support process, and provide appropriate suggestion to improve weakness of each process. The adoption and effectives of correction can be evaluated from improved process activities, completed policies, clarified role and responsibility, etc.The evidences prove that the improvements can promote maturity level of E company IT service management, increase stability of critical business application operation, as a consequence, it drops direct or indirect lose caused by service outage. More importantly, the complete procedure of discovery, assessment, improvement used for E company can be useful reference to other companies facing similar challenges. We expect more and more cases of research and practice to keep contributing either ITSM methodology or process improvement. Eventually, it can benefit whole IT service management world.