The Research On Optimization Of IT Service Management For Company N

As the information technology has been widely used in the business operation today, many businesses are closely linked to IT system, whether the IT system can run smoothly or not will impact on the business directly. At the same time, an excellent IT service management can also help the companies to find some practical issues on their daily business, and with the help of IT service process, they can reengineer and standardize their business process and operation behavior. Therefore, a high-quality IT services has become a focus of attention, and it also provides an important way to those IT companies to improve their competitiveness and customer satisfaction.Through the analysis on the theory of IT service management, this dissertation first clarifies the contents, methodology and principles of ITSM, then it leads to the best practice tool “ITIL” in ITSM and “Six Sigma” which is used to improve the quality of the process management. Later on, the dissertation starts from the current IT service process in SAP division of company N, find out the problems existing in the service, put forward a suitable IT service management framework for company N using ITIL as a reference, then, based on the process improvement method Six Sigma, it optimizes the IT service process of company N and specifies the performance evaluation indicators.At the end of this dissertation, it evaluates the optimization result of IT service process for company N, and identifies the key points and direction of the continuous improvement, so as to make an increased customer satisfaction. With the case of IT service management improvement for company N, this dissertation aims to provide a reference solution to the other related companies.