Study on the IT Service Evaluation System in ITIL-based Small and Medium-sized Commercial Banks

Abstract

With the application of ITIL in IT services of small and medium-sized commercial banks, whether the improvement of IT service has been fulfilled is the key to successful introduction of ITIL. However, the mature IT services index evaluation system and methods for the small and medium-sized commercial banks have not been established. This research aims to establish the stakeholders’ satisfaction evaluation system of ITIL project based on KPI of ITIL management, which has strong pertinence and operability. The author has utilized the BP network based on GA optimization to conduct evaluation because the types of indicators are numerous and some of them are difficult to be quantized. Firstly, the author gains the precious model by means of the selected indicators and results of evaluation within 10 small and medium-sized commercial banks and GA-BP model. Afterwards, the indicator evaluation results of four of them are tested. The results of evaluation perfectly fit the expert evaluation results and the precision and convergence speed of the model are higher than that of the random BP, therefore, it is applicable to obtain stakeholder satisfaction of ITIL projects via GA-BP model and commendably satisfy the demands for evaluation of ITIL on basis of IT service level of small and medium-sized commercial banks.