Research On The Establishment Of Operation And Maintenance Index System Based On ITIL

The development of tax informationization especially the successful on-line of the Golden Tax Phase III not only makes the tax work of more and more depend on the information system,but also brings new challenges to operation and maintenance.How to continuously improve IT operation and maintenance management level to meet the requirements of the safe and efficient operation has become an urgent problem to be solved.This paper is a systematic study on the IT operation and maintenance management maturity grade and evaluation method of the H National Tax Bureau,based on the literature at home and abroad about IT service management and maturity model.According to the development process and the present situation characteristics of the H's ITSM the factors that affect the management level are divided into five factors,such as strategy,organization,personnel,process,technology.From five dimensions,the evaluation index system of the IT operation and maintenance management capability maturity model based on ITIL will be designed.The level,weight and evaluation criteria of each index are determined by using the fuzzy comprehensive evaluation.Through the questionnaire survey and interview of experts and colleagues engaged in operation and maintenance management,the current situation of operation and maintenance is assessed.The collected evaluation data are processed,the weight of each level index and the membership degree of each indicator at different levels are calculated,so as to obtain each single factor maturity value of the organization and the overall maturity value.Some proposals are put forward based on the disadvantages and problems which are revealed by analyzing the assessment results and the maintenance records.The main features and innovations of this paper are as follows:(1)Based on the theory of IT service management and maturity model,this paper studies the operation and maintenance of H's IT operation and maintenance service from the perspective of capability maturity;(2)To establish H Tax Bureau maturity evaluation index system,and to provide a specific assessment method.According to the practical work,the evaluation index system proposed in this paper can scientifically and accurately evaluate the ITSM status of H,which is of reference and guidance for improving the operation and maintenance management level of H National Tax Bureau.