Research On ITIL Critical Process Identification Based On Extended DEMATEL Method

With the improvement of the information degree,IT technology has been deeply integrated into all aspects of enterprise development,which has certainly become an indispensable part of enterprise development.As the competitive situation among enterprises tends to be complicated and diversified,the cost of IT investment in enterprises is gradually increasing.Effectively carrying out IT management has become the key to achieve high efficiency and low cost of enterprise informatization.In the process of exploring the IT service management,domestic and foreign scholars have carried out numerous researches and many IT service management standards have been formed to meet the different use of the scenes.ITIL(Information Technology Infrastructure Library)is the most widely used IT services management standard.Through the development of standardized IT service management process,ITIL can effectively improve the IT service management level and customer satisfaction,helping enterprises to save IT service costs.However,the effective implementation of ITIL could not be accomplished at one stoke.Due to the limitation of the capital and manpower in the process of daily operation and maintenance,enterprises would face many challenges in the implementation of ITIL process,which would not guarantee the ideal effect of the input-output ratio.This thesis thus systematically discussed the interaction among the ten processes of ITIL service management,and effectively identified the core process.It is found that event management and problem management are the two key processes affecting the implementation of ITIL service management.The work and main contributions of this thesis are mainly in the following two aspects: First,through the systematic analysis of the ten processes of ITIL service management,the relationship among each process is qualitatively expounded,and the relevance-based ITIL service is established;Second,the key process influencing the effective implementation of ITIL is identified from the quantitative point of view.At the same time,the DEMATEL method is extended in the research model,and the more scientific decision result is obtained by adding the expert weight method.