The Countermeasure Study On Continual Improvement Countermeasure In IT Service Quality Based On ITIL

Information is very important in human's history such as ancient postal service, telephone, telegram and the information technology. The efficient of information processing, transferring speed, memory and the range of information application are improved very fast because of the development of the information technology. Nowadays, with the boom of the information, the IT is no longer a simple tool but an inseparable part during daily process of the government. For the intensifying competition of governmental industry and the increasing public participation, it is urgently needed for the government organization to aware the importance of improving IT service level and enhance the collaboration of IT and daily operation. Hence, from the view of life cycle, this article is aiming to seek a object-oriented continual improvement model by adopting the best practice method of ITIL(Information Technology Infrastructure Library)and help to improve the resource utilization rate and service ability of the IT service management department.In the beginning of this article, the origin and the background of this project will be introduced. And via two aspects of the IT service management and continual improvement, the domestic and foreign research tendency will be discussed and the significance of this subject will be given. In the following part the demand analysis of continual improvement will be performed based on the IT service status of Governments, the general thought of refined continual improvement will be given with SWOT. According to the goal analysis, we designed the model of continual IT service improvement and build the subject system via three latitudes of attributes, levels and method, and use the BSC(Balanced Score Card) on building the index system according to the different object classes. Through the subject system and the index system it became easier to find the weak point of IT service in order to recommend effective improvements and build continual service improvement process via PDCA model. In the end, based on the case study of the improvement of management process the practice of continual IT service improvement,main results and limitations will be discussed.Continual improvement runs through the entire lifecycle of IT service management. It is both as the optimizing of management system and as the concordance of staff, IT infrastructure and its processes, and even the necessary way promoting the fusion of IT and operation. So far, the content of the research is applied in the actual IT service management operating environment of the Government of A, and made some achievements during several improvement cycles. It promotes the IT service management department transforms from cost focus to value focus.