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2013•Journal of China West Normal UniversityRequires access

The Analysis and Improvement of Service Management System Based on the ITIL

Mingdong Li

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Abstract

The service desk plays an important role in user supporting.A mature service desk can be used as other IT department's front desk which can deal with some customers' problems without experts.It is a unified service management constructed by five main processes,namely,platform incident management,problem management,change management,release management and configuration management.This thesis mainly introduces five processes of service management system,and analyzes the related services based on the ITIL_v3 service management system and introduces some simple improvement methods.

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What this paper is about

The service desk plays an important role in user supporting.A mature service desk can be used as other IT department's front desk which can deal with some customers' problems without experts.It is a unified service management constructed by five main processes,namely,platform incident management,problem management,change management,release management and configuration management.This thesis mainly introduces five processes of service management system,and analyzes the related services based on the ITIL_v3 service management system and introduces some simple improvement methods.

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Available abstract

The service desk plays an important role in user supporting.A mature service desk can be used as other IT department's front desk which can deal with some customers' problems without experts.It is a unified service management constructed by five main processes,namely,platform incident management,problem management,change management,release management and configuration management.This thesis mainly introduces five processes of service management system,and analyzes the related services based on the ITIL_v3 service management system and introduces some simple improvement methods.

Key concepts: Information Technology Infrastructure Library, Service desk, Incident management, Financial management for IT services, IT service management, Process management, Service management, Desk

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