Research On The Process Optimization Of IT Service Management In B Company

As the high development of information technology(IT),the daily operation and business activity are indivisible to the information management.It’s becoming the important element of corecompetitiveness in the business market for the enterprise to investment and usage in technology management.However,there are many enterprises who administer the information technology(IT)in the traditional ways of management.The traditional management ways are inclined to build the information infrastructure,which can’t meet the requirement of the current enterprise to the information technology management,the enterprises realize the importance of informationization,which will be the foundation and opportunities of the future development.ITIL has been deployed by many enterprises both national and international as the best practice.The enterprise managements pay close attention to improve IT services quality and managerial abilities.How to establish efficient IT service management processes is the key to deliver IT service with upperlevel management.This article descripts the related theory of IT service and ITIL core framework,which expounds the IT service activities which include the service desk and five core processes with the related key control points。ITIL core framework and Process Optimization,which is the guideline of improving IT service management ability and the theory of this paper.The article has studied the IT service department of B company and introduces the organization structure and the current status of informationization.It also has analyzed the IT service management core processes of B company based on the general framework,researched the solution of the IT service management processes optimization of B company using the integrated Questionnaire and SWOT analysis.Then,make deep research on the optimization of service process include incident management,problem management and change management.Finally it build some guarantee measures to ensure the optimized processes be executed successfully and has a smooth transition,and identifies the key points and direction of the continuous improvement,so as to make an increased customer satisfaction.With the case of IT service management process optimization in B company,this article aims to provide a reference solution to the other related companies.