Five principles for the implementation of the hott

Five principles for the implementation of IT service management

for the implementation of ITSM, many enterprises are still limited to the stage of event monitoring, and it service management in the real sense is not possible. This limitation is related to enterprises' understanding of ITSM, and they often fall into the misunderstanding of ITSM implementation

how can we implement ITSM "more, faster, better and less"? How to find a balance between the implementation of ITSM and enterprise risk

as the supply chain, products, sales, research and development, customer relations and other business processes of the enterprise value chain, it systems such as personnel, finance, business support and so on are used as their support systems. Therefore, the normal and efficient operation of business depends on the operation and maintenance status of IT system. As the management platform of it operation and maintenance department, it service management (ITSM) plays a role of connecting it system and business process to ensure the reliable operation of business system; On the other hand, it can improve the efficiency of IT system and make it better serve the business

the it scale of finance, government, telecommunications and other industries is relatively complex, and the implementation of ITSM is at the forefront of the market. However, many enterprises are still limited to the stage of event monitoring, and there is no real it service management. This limitation is related to enterprises' understanding of ITSM, and they often fall into the misunderstanding of ITSM implementation

two "only" misunderstandings in the implementation of ITSM

generally speaking, there are two misunderstandings in the implementation of ITSM by enterprises: one is "only consulting leads". That is, only listen to the opinions of the consulting company and plan the overall system and set the process according to ITIL process. Although ITIL is a best practice based on practical application, enterprises blindly copy it without combining their own business conditions, which may make the process inconsistent with the business. In addition, the high implementation cost and long implementation cycle are easy to make enterprises lose confidence, which is also one of the difficulties of ITSM promotion

another misunderstanding is "tool oriented". Enterprises pay one-sided attention to the implementation effect of "what they see is what they get" under the ITSM scheme, but often ignore whether the actual problems in it operation and maintenance have been really solved after the implementation

how can we implement ITSM "more, faster, better and less"? How to find a balance between the implementation of ITSM and enterprise risk

ca believes that domestic enterprises need to pay attention to the following five principles to implement ITSM at present, so that they can obtain the maximum value with a small investment

Five Principles for the implementation of reaping value

principle 1: highlight the key points, gradually implement and improve

the implementation cycle is long, which often makes enterprises lose confidence in the project for more than a year. Only by making the effect of the project implementation appear in a short time, it is conducive to the promotion in enterprises. This requires in-depth analysis of the needs of enterprises and the specific situation of enterprise operation and maintenance personnel by 5.3 compressive strength and flexural strength, to determine the order of implementation of each process, determine the implementation focus, and gradually implement and improve

principle 2: service process redefinition and personnel role definition

business departments really want to benefit from the system, so we should effectively and deeply understand the needs of business departments, redefine or optimize existing processes, and define the roles of enterprise operation and maintenance personnel. This can make the work of the whole department easier and more efficient, and can also establish a quantitative assessment system for employees to improve their work enthusiasm

principle 3: process redefinition is not equal to the major adjustment of organizational structure

some enterprises often abandon the original organizational structure of the enterprise and completely copy the process in ITIL to set up the organizational structure at the beginning of the implementation of the project, so that the enterprise business is decoupled from the process. The process redefinition of an enterprise according to its own business situation does not mean that it needs to make a major adjustment to the organizational structure. Only the structural adjustment that meets the business needs can play a role

Principle 4: select appropriate tools to strengthen process implementation

develop a service process that conforms to the business process, and you also need to select appropriate tools to implement it. The function of the tool should meet the needs of the process

Principle 5: in line with ITIL, we should also comply with national conditions and characteristics

with the development of enterprises, in the subsequent demand increase process, the scheme in line with ITIL process design can be quickly upgraded to meet future needs, but it should be in line with China's national conditions and the actual situation of enterprises, and the implementation of ITSM according to local conditions can achieve good results

ca company believes that first of all, it is necessary to deeply understand the current situation and needs of the enterprise, and formulate practical processes from the perspective of business; Secondly, while absorbing the essence of ITIL theory, choose the appropriate tools to implement

should be the registration period from February 18 to March 10 respectively. Take the implementation of a bank's ITSM project as an example to illustrate the effect that event management can achieve

the bank requires the whole service platform to provide five modules, including problem management, change management, release management, configuration management and knowledge base management. And role-based management makes the management processes between different positions and departments more and more complex, and the requirements for interaction between modules are high. CA company successfully completed the project implementation, which improved the service quality and efficiency of the bank

who is assigned the task

timely response and handling of problems is the basis for improving service quality. For the problem generation method, in addition to manual acceptance and user self submission, it also achieves automatic capture and acceptance allocation

for example, if the process of a key business on the host stops unexpectedly, the system can automatically form a fault handling sheet with the highest priority, and timely notify the corresponding maintenance personnel to respond quickly through the full-automatic notification function, such as email, SMS, etc. If the problem is not reasonably solved within the specified time, it will be notified to high-level experts or management according to the scheduled upgrade rules for problem handover, so as to allocate more powerful resources to deal with key problems. In the above process, the activities of each 2. Anti ejection protective cover link are recorded in the service desk system

based on the redefinition of the service process and the definition of personnel roles, from problem acceptance to notification, supervision and upgrading, it can be fully automated according to the predetermined rules, and each processing process is quantitatively recorded, so that employees can be quantitatively assessed

not only solve problems

general enterprises only stay at the level of finding and solving problems. Through the implementation of ITSM, the bank has established a rich knowledge base and improved management. By querying the knowledge base, we can preliminarily search for solutions. In this way, the problem can be solved efficiently with minimal resources

in this way, it maintenance personnel can solve most general problems. By analyzing the frequency of faults, experienced maintenance personnel can form a knowledge base of the correct solutions proved by practice for other maintenance personnel to use, so as to maximize the use of resources

provide decision-making basis

through knowledge base and experience sharing, it is not the purpose to achieve timely and efficient response and solution of problems. While improving service quality and efficiency, ITSM should also provide decision-making reference for it maintenance management and decision-making departments. Fault distribution and fault handling effect can reflect the operation status of IT system in the enterprise and the effect of it maintenance management from the most direct level

through the statistics of these macro information, we can comprehensively grasp and understand all kinds of problems and corresponding service conditions in the IT system. For example, suggestions can be made on the operation of business systems such as software according to the fault distribution; The personnel training plan can be arranged according to the efficiency distribution of fault handling; It can provide options for future it construction and investment according to the location and statistics of fault sources