A Dissertation Submitted to Guangdong University of Technology for the
Degree of Master
(Master of Business Administration)
Research on the optimization of IT Service Management
in Company H
Candidate: Li Shaona
Supervisor: Prof. Mo Zan
May 2022
School of Management
Guangdong University of Technology
Guangzhou, Guangdong, P. R. China, 510520

摘要
摘要
随着科技的发展，以及业务规模的扩张，作为提供 IT服务的公司，一方面需要考
虑 IT基础设施的扩张以及网络等设备的升级优化，另一方面也要考虑 IT服务的质量，
用户的满意度等问题。然而很多企业在发展的早期对于 IT服务的需求比较低，没有意
识到它的重要性。许多公司都是随着业务规模的扩大，出现 IT服务问题的时候，才开
始考虑如何避免频繁的各种令人头疼的 IT服务管理问题。公司如何做好 IT服务管理
是 IT管理者需要解决的问题。近些年国内不少企业开始通过 ITIL框架来优化改善公
司的 IT服务，由于这种背景带来的影响，IT服务管理理念应运而生。
H公司的 IT服务的效果会成为衡量公司是否能够持续的发展下去的重要指标。本
文从实际出发，探讨 H公司的 IT服务管理情况，继而引入 ITIL相关管理方法论，包
括了 ITSM和 ITIL理论。借鉴质量评价模型，采用问卷调查和访谈收集信息并对 H公
司的 IT服务管理目前的状况进行分析，归纳出目前 H公司 IT服务方面存在的比较严
峻的问题。例如存在服务台管理问题、运维服务管理问题、知识管理问题、组织架构
问题、人员问题。针对这些问题，通过 ITIL框架对其提出一系列的优化设计，制定相
对应的实施方案，并对优化效果进行分析以及流程落地所需的一系列保障措施。研究
结果显示，IT服务部门收到的投诉有大幅度的下降，同时用户满意度调查显示，业务
部门对改善后的 IT服务的满意度明显提升了，而且作为提供 IT服务的员工也表示更
清晰的了解整个服务流程，压力不会那么大，也更加有动力工作了。这些都证明了该
研究起到了实质性的效果，具有一定的理论和实际意义。
关键词：IT服务管理；ITIL；流程优化
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广东工业大学硕士专业学位论文
ABSTRACT
As a company providing IT services, the development of science and technology and
the expansion of business scale are important. We need to consider the expansion of IT
infrastructure and the upgrading and optimization of network and other equipment. On the
other hand, we also need to consider the quality of IT services, user satisfaction and other
issues. However, many enterprises have low demand for its services in the early stage when
opening the enterprise and do not realize the importance of IT service. With the expansion of
business scale, many companies begin to consider how to avoid frequent headache IT service
management problems when the service problems arise. How to do a good job in IT service
management is a problem that its managers need to solve. In recent years, many domestic
enterprises began to optimize and improve the company's IT services through ITIL
framework. Under this background, the concepts of IT service management become
populate.
The company's IT services ability will become an important indicator to measure the
effectiveness of the company's IT services. Starting from reality, we will take H Company as
example to discuss the IT service management of this company. We introduce ITIL related
management methodology, including ITSM and ITIL theory. We use the quality evaluation
model as reference. We gather related information via questionnaire survey and face-to-face
interviews. Analyze the situation of IT service management of H Company at the moment
with the resource we got. Summarize and get several major problems existing in IT service
of H Company, e.g. service desk management, operation and maintenance service
management, knowledge management, organizational structure and personnel. In view of
these problems, we put forward a series of optimization design through ITIL framework,
formulate the corresponding implementation scheme, and analyze the optimization effect
and a series of guarantee measures required for the implementation of the process. The
research results show that the complaints received from the service departments have
decreased significantly. At the same time, the user satisfaction survey shows that the
satisfaction of business departments with IT services has increased significantly. Moreover,
as employees providing IT services, they also express a clearer understanding of the whole
service process, less pressure and more motivation to work. All these prove that the research
has played a substantive effect and has certain theoretical and practical significance.
Key words: IT service management; ITIL; Process optimization
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