Abstract
Though analyzing the IT service management framework and associated processes of KM company, this paper determines various indicators of IT service management process. The weights of each indicator are calculated with analytical hierarchy process (AHP), and the evaluation was executed in KM company. And the suggestions are proposed with consideration of both the evaluation results and the real situation of KM company’s IT service management. The case is deeply considered in the views of IT service management objectives and misunderstandings, customer satisfaction model of IT service management, knowledge supporting structure of IT service management. It is concluded that if the organization wishes to successfully implement IT service management’s customer satisfaction model, it should eliminate the misunderstandings of IT service objectives first, while the adoption of knowledge supporting structure of IT service management can play a multiplier effect.
Highlights
The weights of each indicator are calculated with analytical hierarchy process (AHP), and the evaluation was executed in KM company
Information Technology Service Management (ITSM) based on Information Technology Infrastructure Library (ITIL), which integrates the best practices of global IT management and forms the normative truth standard to reduce effectively cost and improve the quality of service, is applied widely in the world [1]
ITIL emphasizes on managing IT service from organization business and customer desires, and realizes the integration of service management processes and organization business
Summary
Information Technology Service Management (ITSM) based on Information Technology Infrastructure Library (ITIL), which integrates the best practices of global IT management and forms the normative truth standard to reduce effectively cost and improve the quality of service, is applied widely in the world [1]. ITIL, which was developed by the Central Computer and Telecommunications Agency (CCTA, merged with the OGC) of the UK government in the middle of 1980s, is a set of service management standard library which focuses on IT industry. ITIL emphasizes on managing IT service from organization business and customer desires, and realizes the integration of service management processes and organization business. The core module of ITIL, service management, consists of ten core processes and an ITSM function. Service support and service delivery are considered to be at the heart of the ITIL framework for ITSM. Conclusions are put forward according to the results and the thinking on case study
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