Study On It Service Management Capability Maturity Model For Enterprise

With the further development of economic globalization and Chinese industrialization and informatization, information technology(IT) plays an increasingly important role in enterprises. In the recent years, the information technology oriented IT services is acting as a new industry and gained a rapid rise of the status in our country. Due to the increasingly complicated enterprise's IT environment, traditional IT management already cannot satisfy the needs of the development of enterprises. Under this circumstances, IT Service Management(ITSM) arises at the historic moment. ITSM needs effective control, accurate evaluation and sequential improvement, and this requires the help of capability maturity model(CMM).In this paper, the construction and application of ITSM capability maturity model for enterprise are studied. Firstly, the connotation, characteristics and the development of ITSM are introduced and the concept of capability maturity model(CMM) and it's maturity levels are analyzed;Secondly, the design method of ITSMCMM is discussed and the related process model and the ITSMCMM's design decision attributes are deeply analyzed;Thirdly, based on the comparison of the six present ITSMCMM, by using the integration model design strategy, the ITIL V3 oriented ITSMCMM is constructed;Fourthly, the evaluation index system of the ITSM capability maturity is established and the comprehensive evaluation method of capability maturity is analyzed. This index system includes 4 first-level indicators, 14 secondary indicators and 38 tertiary indicators; Finally, by choosing A company as the sample, a case study about the comprehensive evaluation of A company's ITSM capability maturity is carried on. The evaluation process and result, the strategy and advices for promoting A company's ITSM capability maturity are presented.