| The BQ Co.is the representatives of independent brand automobile enterprise.It focus on R&D of automobile.With the development of the company,the number of engineers and R&D date are increasing,so the company have to faced the problems what is the more complex construction of information.At this time,the IT departments have to solve such problems as lots of maintenance for equipment,server farm and operational systems,besides,the implementation for the new project is necessary work,eventually,there is not enough time to get more information to response users,and lead to lower satisfaction,which is resulted by inefficient overtime.in order to solve that problems,it is necessary to untangle and optimize the process for operation and maintenance,especially the main process for ITIS service support,such as event management,issues management,and change management etc.All of that can response more quickly for request from internal and external users,and provide stable and high-quality IT services,and more support for system using.In event,not only can improve users satisfaction,the development of department will be improved.Based on the research of process optimization method model and IT service management theory with ITIL as the best practice,this paper expounds the status quo of BQ company’s IT operation and maintenance process,points out the problems existing in the process of event,problem and change management,and puts forward some suggestions for the optimization of IT operation and maintenance process.According to the process optimization method model,the optimization plan is worked out.At the end of the trial run period,the feasibility and validity of the optimization scheme were confirmed by comparing the indexes before and after the customer satisfaction survey and the time-consuming statistics of IT operation and maintenance process.After that,the optimization scheme of IT operation and maintenance process was further popularized and applied in BQ company. |
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