Research On Operational Quality Management Of A Project In CDRCB Based On ITIL

In the era of rapid development of information technology,the complexity and management cost of IT project are gradually improved.The relationship between business and information maturity becomes more closely.Most IT projects need to complete the integration of basic computing and storage equipment before implementation in the early stage of project.After the deployment of the software,it is necessary to meet the maintenance indicators of the project quality before delivery.This paper takes the operation and maintenance quality of the system integration project(referred to as A project)of Chengdu Rural Commercial Bank as the research object,to improve the project quality as the main purpose of the study.Under the guidance of ITIL best practices and total quality management theory,tools related to project quality management such as Quality Function Deployment(QFD),Failure Mode and Impact Analysis(FMEA)and Fault Tree Analysis(FTA)are promisingly used.Through the analysis of the current situation and problems in the maintenance of IT in the A project,the paper puts forward the improvement goal and takes full account of the requirements of the security,reliability,and maintainability of the quality and service of the latter operation.Through the practice of the project,the paper forms a set of quality improvement program.The results include the following three aspects:Firstly,in accordance with the ITIL service level management theory,through the practice of QFD,the results of correlation analysis between the customer requirement and the technical requirement are used as reference for building the service level agreement(SLA).So that the improvement of the project quality has a measurable goal.Secondly,to improve the risk detection and processing efficiency,we develop the risk list and the plan of the monitoring policy to enhance the discovery rate and less timely disposal of incidents through the FMEA.Meantime,we provide reference for the monitoring indicators and policies.Thirdly,in order to improve the problem analysis process in the project,the problem management flow chart and the FTA are used to enhance the reliability design of the project.Finally,with the comparative analysis of the indicators before and after the improvement,the results of the project quality improvement are evaluated.It is necessary to continue improve the quality of project because there are still shortcomings and gaps to the target.The A project of CDRCB is a certain representation in the IT system integration and IT project management.The research of the project operation quality improvement based on ITIL has the value of promotion for similar projects.