Research on Comprehensive Evaluation of IT Service Management in C Bank
|School||South China University of Technology|
|Keywords||IT Infrastructure Library ITIL Comprehensive Evaluation of IT Service Management AHP fuzzy evaluation method IT Service Management Continual Improvement|
IT services management becomes more and more important for banking, its security, availability and reliability is the key factor for the bank success in today’s competitive world.It is important to conduct the comprehensive evaluation for the C Bank’s IT services management. It not only points out the direction of continuous improvement, but also enhances the C bank’s IT service management capabilities to reduce IT costs for banking development.The study is mainly focus on the following point: (1) Through studying on the IT service management best practices, in combination with C banking business itself, this paper inditify and analysis each key evaluation indicator of IT service management process, including financial management, service catalogue management , service level management, service availability management, service asset and configuration management, change management services, service release and deployment management, service desk management, incident management and problem management. (2) Use AHP to calculate the weight of identified key indicators and build a C bank’s IT Service Management evaluation models. (3) Based on the C Bank’s comprehensive IT service management evaluation results, it is found that incident management, problem management are weaknesses of the C bank IT service management, it can be continuously improve by optimus the management process.The study result shows that: (1) With the study of ITIL best practice, the analysis of key factors of the IT service management contribute to the comprehensive evaluation, and make comprehensive evaluation of IT service management more effective and efficiency (2) IT Service Management comprehensive evaluation helps to the successful implementation of IT service. (3) Analysis on the comprehensive evaluation of the results, it can found the weaknesses, it helps to continuous improve the IT service management,.In short, with combination of ITIL best practices for IT service management, the comprehensive evaluation for IT service management using the AHP method, can helps to continually improve IT service management and better align business needs.