Research On IT Operation And Maintenance Management Optimization Of C Company Based On ITIL

In recent years,due to the rapid development of the Internet and the continuous improvement of enterprise informatization level,IT systems have become increasingly complex and huge,which makes IT more and more difficult to maintain,operate and manage IT systems,and IT operation and maintenance has gradually become an invisible burden for enterprises.At the same time,the accelerated development of enterprises makes businesses increasingly dependent on IT operation and maintenance.Any change or failure of the underlying IT infrastructure will have a direct impact on the normal operation of the company’s business.How to improve the operation and maintenance service level,improve the quality of operation and maintenance service,avoid risks,reduce mistakes and provide strong support for the rapid development of the company has become an emerging topic of constant exploration and research.Obviously,this must result from more scientific and efficient operation and maintenance management.Founded in 2011,COMPANY C is a comprehensive mobile game company focusing on the release,operation and research and development of mobile games,providing digital entertainment services such as games,animation and e-sports that integrate online and offline.Has successfully issued a number of popular mobile games.At the same time,the rapid growth of users and traffic has created even more challenges for fragile data centers.Game industry on the importance of the system high availability and disaster is self-evident,a hot style mobile game,in a very short period of time to deal with more than ten times or even one hundred times on users request,fault interrupt time on economic losses can be accurate to seconds,if the background system operational guarantee ability is insufficient,will cause all kinds of accident chain,leading to interruption of the game,Affect the smooth operation of the game.Once this phenomenon of unavailability occurs,the loss to the company will be incalculable.Therefore,this puts forward higher requirements for system operation and maintenance skills and service capabilities.However,the level of system operation and maintenance of C company is still low,and failure can not be timely focused and dealt with.This series of phenomena,in the final analysis,is due to the lack of effective operation and maintenance management methods.Therefore,the operation and maintenance department of C company needs to find a solution as soon as possible.Starting from the concept of operation and maintenance management and ITIL management theory,this paper respectively introduces the IT operation and maintenance,ITSM service management,ITIL system framework and core process,IT operation and maintenance management level evaluation model and continuous improvement of PDCA cycle management model,and analyzes the advantages and disadvantages of THE IMPLEMENTATION of ITIL.Secondly,it describes the current situation of C company’s operation and maintenance management process,system and application system,expounds the common problems in the current operation and maintenance process,and then explains the necessity and feasibility of introducing ITIL best practice management theory to C Company’s operation and maintenance management.Thirdly,combined with the ITIL theory system and the industry famous IT Service CMM,the IT operation and maintenance management level evaluation model is established,and12 IT operation and maintenance Service projects are selected as the evaluation objects according to the Service importance level,and the IT operation and maintenance management level of C company is actually evaluated.Then,the IT operation and maintenance service satisfaction of C company is investigated and analyzed,and the IT operation and maintenance management level maturity score and satisfaction results are integrated,so as to accurately locate the problems in IT operation and maintenance management.Finally,according to ITIL process standards and methods to optimize and solve the problem in an all-round way.In order to ensure the smooth implementation of this process optimization scheme,this paper also puts forward corresponding safeguard measures and implementation suggestions.The author believes that,by introducing and implementing the best practices of ITIL,C company will set up a standard,scientific and normative operational management system,can effectively enhance the level of business continuity of operations security,improve the release delivery efficiency of business and application systems,improve operational quality of service,reduce operating costs,IT improve the company competitiveness and sustainable development ability.The conclusions and suggestions drawn in this paper can also be applied to other Internet companies in ITIL operation and maintenance management practice,and provide reference for them.