N Company's IT Service Management Research

IT Service Management(ITSM),as a new management theory,has been introduced to the domestic for some years,and it has been implemented and validated in some large business enterprises and service organizations.ITSM greatly improved the IT management for these enterprises and orgnazations.However,there are only few case study on ITSM applied to small and medium-sized manufacturing enterprises.Lots of small and medium-sized manufacturing enterprises have their own characteristics and requirements in development stage.The application study of ITIL-based ITSM,especially the current latest version of ITIL V3 on Company N,has quite practical significance and can be used as reference for other similar small and medium-sized manufacturing enterprises.To change from the traditional IT management to ITIL-based ITSM mode and to solve the problems that IT service efficiency and customer satisfaction have been going down,which resulted from the expansion and complexity increasing of the information systemadapt in the company,is the goal that Company N and similar small and medium-sized manufacturing enterprises are striving to pursue.The article analyzes existing IT management problem in Company N,as a typical small and medium-sized manufacturing enterprise,with the increase of the complexity of the information system.Through statistics and examples,it illustrate the negative effects of the IT management problems on business and strategy for the company,and analyze the causes of the problems.Combined with ITIL-based ITSM theory,the article puts forward the methods to solve the problems against the characteristics and functions of the related service processes in ITSM framework.Then,guided by ITIL-based ITSM,the design ideas and principles for Company N was developed.According to the summed up problem-solving methods,the corresponding IT service process modules need to be implemented are choosed,and the OTRS as integrated service management software platform for ITSM architecture is setup.Combined ITIL service process,information security with existing company's resources,detail design for each service management process was made for Company N.Finally,guided by ITIL implementation methodology and IT project management methods,based on the design of ITSM for the company,ITSM scheme to be implemented step by step in the company,so that the existing IT management problems get solved in the company.The results indicate that ITIL-based ITSM best practices implemented in Company N,effectively solve the existing IT management problems in the company.After the implementation,both IT efficiency and customer satisfaction with IT services have been improved significantly,and the negative business impact caused by traditional IT management has been eliminated.ITSM adapt to the Company N's business and development requirements.