Dissertation > Industrial Technology > Automation technology,computer technology > Computing technology,computer technology > Computer software > Management procedures,management systems

The ITIL-Based IT Service Management

Author TangFeng
Tutor ShouGuoChu
School Beijing University of Posts and Telecommunications
Course Electronics and Communication Engineering
Keywords IT Infrastructure Library Information Technology Service Management Service Change Lifecycle
Type Master's thesis
Year 2011
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ITIL (IT Infrastructure Library) best practices for IT service management processes. After 20 years of development, the accumulation of global ITIL rapid market growth and gradually mature. Around 2000, the introduction of the concept of IT service management, and market cultivation after 6 years of philosophy into China's IT service management market has experienced a concept into the floor of the IT service management change. In particular, the 2005 China IT service management market has shown rapid growth, implementation and application of IT service management in China, more and more extensive and in-depth. Since the development of Chinese enterprises in recent years attracted the attention of the world, and information is the most important strategic resource of all enterprise development, effective ITSM, IT service management can maximize the satisfaction of the enterprise information management and development, ITIL IT service management provides a framework of \ITIL-based ITSM theory and successful model, a detailed study at home and abroad, including developed countries, enterprises in developing countries based on the status of ITIL IT service management, based on the understanding of theoretical knowledge, combined with the characteristics of the author's own work, the ITIL management software products, including HP, BMC and IBM's R \u0026 D and production, the world popular mainstream software products, and a large number of successful implementation of the business case analysis based on ITIL IT service management, these cases involve a number of industries including large state-owned financial institutions, state-owned energy power agencies, and high-tech industries, the analysis of the business characteristics of a variety of different industries, summed up the real needs of the enterprise, and ultimately the formation of a viable step-by-step according to the needs of enterprises -solution, so as to achieve the successful implementation of ITIL-based IT service management purposes. According to the authors involved in the implementation of ITSM project to analyze the success of the project experience and ultimately identify the set of feasible, in line with China's national conditions, suitable for large domestic enterprises to use ITIL-based IT service management model and developed to achieve This model specific methods and precautions, summed up reasonably successful implementation of ITIL-based IT service management key points, including a clear and feasible aim, objective and realistic assessment of the current organizational status quo, flexible and practical execution flow , step-by-step order to promote steps to take, and pay attention to feedback and improvements. And eventually against domestic enterprises ITIL-based IT service management model. Also the future of IT service management to make certain outlook. There is no doubt ITIL V3 as the industry's methodology and best practices for ITSM in a monopoly position in the domestic enterprises understanding in constant progress, experienced a shift from the implementation is difficult to explore practice, but domestic enterprises understanding of ITIL still in its infancy, ITIL-based IT service management in the foreseeable future will be out of the traditional telecommunications and bank industry, began to actively promote the industry has great potential.

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