The Study On IT Service Process Optimization Of Z Company

With the rapid development of modern science and technology, few companies can from the information technology, information technology has been increasingly used as a core competence, plays a huge role in the business objectives. This article focuses on the study of IT service processes, providing process optimization solutions to help enterprises to improve the ability of information technology to meet our customers to provide more quality services, strengthen IT business needs support. The solution is mainly from the optimization of internal coordination, improve service quality while reducing IT operational costs several aspects in enterprise IT service standards, controllability, can be optimized to strengthen the measure upper.Firstly, the status of domestic and foreign enterprises introduced the level of information, analyze its trends, to elaborate on the development of enterprise IT service management. Then Z company IT service satisfaction surveys, analysis of key indicators affecting service to find satisfaction according to survey results, the existing IT service levels through research and analysis, found that the problems and digging service satisfaction low root cause. And then use ITIL ITIL(IT Infrastructure Library) process maturity analysis tool status quo Z IT service company for analysis, the results of the analysis as input, application quick-win model ITIL process optimization(ITIL PeopleReady), derived Z company IT service management process optimization circuit diagram( Roadmap), and in order to guide the optimization of enterprise IT service processes. Finally, according to the conclusions process optimization circuit diagram(Roadmap) as a guideline, ITIL reference to international best practices and Microsoft Operations Framework(MOF) method for IT service desk processes, IT Service Level Management process and event management process research and Optimization.This article details the company achieved in the implementation and optimization Z IT service management processes the whole process. Z on the process and methods of IT service process optimization abstract summarizes the conclusions of various types of enterprises to improve the optimization of IT service management provides an important practical significance and reference value.