Apply ITIL to enhance corporate IT service management
my country's corporate informationization started from the 1980s. After the 1990s, it gradually developed, and it began to enter a new stage of development in this century. Especially with the intensification between enterprises and the rise of e-commerce world, IT has received more and more companies. On the one hand, enterprises continue to invest in purchase various hardware, system software and networks. On the other hand, the company has continuously developed various systems such as ERP systems, SCM systems, CRM systems, decision support systems and knowledge management systems, etc. The construction of enterprise information system in financial, telecommunications, energy, manufacturing, has achieved high levels.
However, compared to the higher level of information system construction, my country's information construction in China has also generally existed the weaker IT service management. Whether it is large enterprises or small and medium-sized enterprises lack effective safety management, accident management, financial management, Problem management, configuration management, change management, publish management, etc., which makes the investment of informationization are full of uncertainty, which makes it difficult to control the information. With the continuous expansion of the business and the continuous in-depth of information, the enterprise information system is increasingly complex, and the level of dependence on the information system is increasingly close. Any fluctuations in the information system will directly affect the normal development of the business; If the system crashes, the impact of the business will be fatal. The experts of my country IT Governance Expert Committee have pointed out: "There is no doubt that my country's corporate informationization has encountered the most serious development bottleneck, and it has been summarized, enhanced and re-development." So, how to have a huge technical system to enterprise For scientific, efficient management, thereby playing its maximum effectiveness, minimizing operating costs, this is the challenge that must face during the informationization of enterprise information.
In foreign countries, some government departments and large companies have explored this challenge 20 years ago. Since the Mid-2000s, the British Ministry of Commerce has proposed information technology infrastructure library (Information Technology Infrastructure Library), ITIL has been fully supported by almost all IT giants around the world. IBM, HP, Microsoft, CA, BMC, ASG and other famous multinational companies as active advocates, ITIL, based on ITIL, have launched software and implementations for implementing IT services management, forming their ITSM (INFORMATION Technology Service Management, IT service Management methodology and product) and becomes they explore the signboard of the IT service market. So far, ITIL has been widely used in Europe, North America, Australia, etc., and more than 10,000 well-known companies in various industries have implemented ITIL successful cases.
ITIL acts as an in fact international standard, independent of any manufacturer, basic and organizational nature and business nature, and only summarizes the most important practice part of IT service management. It can be said that ITIL is just "reasonable abstraction" of IT service management practices, it is clearly pointed out that "what to do", but don't tell "how to do". When companies or other organizations implement iTIL, standards can be embodied, and their methodology can be established. When using the process and best practice of ITIL that contains Quality Management Thoughts, companies can provide users with satisfactory services to improve customer experience, but also ensure that this process meets the principles of cost effectiveness.
ITIL was the first in 1999. In the first three years after being introduced, the successful case of this aspect is quite limited because it understands it. But since 2002, ITIL began receiving more and more attention in China. In fact, ITIL is a basic tool for the successful multinational company IT construction. In China's enterprise informationization, there are already some unconscious applications, such as many companies' internal IT desk, disaster recovery backup systems, service level management SLA, etc. also quite horizontally. of. But compared to rational, consciously applying ITIL / ITSM management ideology, consciously applying ITIL's Chinese companies are still not much, and companies that have been applied are often not in-depth, systematic and comprehensive, and the benefits are not considerable; Desk, service continuity management, etc. The application is slightly more than one module. Application is often in the "have" level, has not reached the extent of "good"; changes management, problem management, capacity management and other modules have fewer applications. To this end, we must further enhance the management level of enterprise IT services, carefully study, and apply ITIL is one of the key factors successful. Some experts suggest that in the early days of learning, apply iTIL, it is best to "photo", systematically learn the IT service management application method of mature multinational enterprises, this stage is not suitable for supplementing too many Chinese characteristics, and is not suitable for Create your own methodology immediately. After the copy, the managers of entrepreneurs, CIOs and IT-related departments have to overcome multiple difficulties. If you want to "curing" these methods, you can gradually play its biggest benefits. Since then, with the application IT service management thinks into a conscious habit of enterprises and employees, "optimized" has been cured, and thereby forming their own methodology, it is possible to become a practical possibility.
In the process of learning, applying ITIL, everything is the principle that must be followed from actual. Based on the reference ITIL model, combine the research and understanding of ITIL, consider the entrepreneurial, innovative connotation and value improvement. For example, China Digital In the implementation of the IT service management system, there is no IT service management product of other companies, but to be a specific IT management service process, it is relatively mature, and the IT system is developed, and the system is curing process, and the process is continuously improved. At the same time, considering all processes in one time, due to unsuccessful experience, it is easy to increase the risk, causing "indigestion", so that the method of phased implementation is used, and it has been steadily advanced and has achieved good results. At present, some companies have achieved better economic benefits through implementation of IT service management. The main business value is: ensuring that IT process supports business processes, and the overall improvement of business operations; through accident management processes, change management processes and services Taiwan, etc., provide more reliable business support; customers have more reasonable expectations for IT, and more clearly to achieve the costs they need to pay; improve customer and business personnel productivity; provide more timely and effective business continuity Service; the customer and IT service provider have established a more harmonious work relationship and improve customer satisfaction.
Chinese companies after joining the WTO have entered the era of management competition, and technology is no longer a key issue, and management rises to the core issues that are more worthy of attention, especially for information services. As the implementation of management on IT, corporate informationization has enlarged huge value; in turn, it is necessary to make a smooth "central nervous" system, it must be scientific and effective management. Applying ITIL management methodology in domestic and foreign companies to enhance IT service management level, has proven to ensure the key means of ensuring effective operation of enterprises "central nervous" system, which will be very important for my country's company's in-depth development of health. Significance.
