Case Study Of H Power Company ITIL Operation Management

The State Grid Corporation of China has established a customer-oriented impression and imposed an exhortation of better information and Communication service since“Thirteenth Five-Year Plan”.H Power Company,one of the first experimental organizations of State Grid Corporation of China for better service exhortation,explored feasible solutions of improved operation management based on ITIL(Information Technology Infrastructure Library).In the paper,ITIL Operation Management of H Power Company was selected as the research subject.Existed operation problems and suggestions have been analyzed after discussing the Workbench Management and Issues Management of ITIL Service supporting Flow.First,we introduced ITIL by Documentary Research,and explained the feasibility and necessity of using ITIL in operation and maintenance management once we analyzed the problem of information operation in H Power Company and advantages of ITIL.Secondly,it has been discussed in detail that the information operation and maintenance environment of H Power Company,and found that key factors for limitations of service improvement in the company,users’ satisfaction and system reliability,through Sampling Survey Method.Then,the causes of existed problems have been explored by expert group discussion method and user brainstorming analysis.As per upon analysis,improvement of Workbench Management and Problem Management Flow have been proposed.And an optimization scheme for them was designed which are Building a specific operation and maintenance area,Establishing the talent training program,importing technology support,strengthening standard management and improving refined source administration.Finally,the implementation strategy and key points of the operation and maintenance mode are elaborated in four aspects: management specification,process specification,personnel management and system construction.