Research On IT Service Management Optimization Based On ITIL

The development of information technology has had a profound impact on the operation mode of modern enterprises in recent decades.The development of enterprises is more and more inseparable from the support of information technology,in order to gain an advantage in the fierce market competition,modern enterprises have to make a good job of IT management,enabling it to meet the needs of business.In terms of IT management,domestic companies attach great importance to it.However,many enterprises are still at a passive mode while prioritizing technology over services,hense IT personnel are tired of dealing with daily trivial matters due to lack of standard processes and methods.This traditional operation and maintenance methods can no longer cope with the increasing pressure of IT service management.To improve the quality of IT services and the competitiveness of enterprises,it’s important to optimize the service management process and establish service-oriented proactive IT management.R company has been chosen as the object of study in this thesis,which starts with the problems encountered by R company in the traditional way of IT service management mode,and expounds the necessity and feasibility of implementing operation and maintenance service management process optimization based upon ITIL(Information Technology Infrastructure Library).With the guidance of ITIL theory,this thesis analyses the implementation of R company’s IT service management process optimization.Using the service desk as the convergence point of IT service management processes,this optimization introduces ITIL standard service processes such as configuration management,incident management,problem management,and change management,standardizes the process of IT operation and maintenance service management in combination with knowledge management.The evaluation of the implementation results has proved that it has effectively helped R company improve IT operation and maintenance service management efficiency,increase user satisfaction and reduce IT costs.Through the study of IT service process optimization,we hope provide references to similar small and medium-sized enterprises with similar issues,and help them improve their IT service management level and offer better services to the users.