基于ITIL的中小IT企业服务管理模型研究

An ITSM Model for Small-Medium IT Enterprises Based on ITIL

随着IT服务成为IT行业新的利润增长点和市场热点,国内中小IT企业面临着严峻的挑战,也出现了新的机遇。如何利用这一机遇,通过IT服务管理(ITSM)发展壮大,成为中小IT企业迫切需要思考的问题。根据目前国际通行的ITIL体系,结合当前中国市场状况和企业的实际,以客户为中心,注重质量管理和风险控制,强化流程,提出了符合中国市场需求的IT服务管理应用模型,具有一定的理论参考价值和实用价值。

With the ITSM (IT Service Management) turning into profit-increasing orient in IT industry and spotlight in the market, the domestic small-medium size IT enterprises are confronted with serious challenges, while facing new opportunities. It is an important and urgent problem for them to consider how to develop and grow through the optimization of ITSM. A model is built according to the internationally-adopted ITIL (IT Infrastructure Library) for the small-medium size IT enterprises. Taking into account the situation of Chinese markets and the reality of the enterprises, this model emphasizes on the customer-oriented idea, and the processing through quality management and risk control. This model is valuable both theoretically and practically.