An ITIL based ITSM practice: A case study of steel manufacturing enterprise

Author

Yao, Zhong ; Wang, Xin

Author_Institution

Sch. of Econ. & Manage., Beihang Univ., Beijing, China

fYear

2010

fDate

28-30 June 2010

Firstpage

1

Lastpage

5

Abstract

IT service management has attracted extensively attention in worldwide and the IT Infrastructure Library (ITIL) provides clarity to IT Service Management (ITSM) and its processes. This paper summarizes the practical process to implement the ITSM in one of steel manufacturing corporations. ITSM implementation in this steel manufacturing firm experiences the following 4 cores: service strategy, service design, service transition, service operations and continual service improvement. In this paper we only report the service strategy process in its ITSM implementation. The service strategy in this firm consists of four parts: Resource Configuration, Change Management, Accident Management and Release Management. To effectively assessing the service strategy performance, the firm has designed the evaluating indicators for each strategic component.

Keywords

management of change; occupational safety; production engineering computing; steel industry; steel manufacture; IT infrastructure library; IT service management; ITIL; ITSM practice; accident management; change management; continual service improvement; release management; resource configuration; service design; service operations; service strategy; service transition; steel manufacturing enterprise; Best practices; Business process re-engineering; Environmental economics; ISO standards; Libraries; Manufacturing processes; Resource management; Sliding mode control; Steel; Technology management; ITIL; ITSM; Service Management; Service Strategy; Steel Manufacturing;

fLanguage

English

Publisher

ieee

Conference_Titel

Service Systems and Service Management (ICSSSM), 2010 7th International Conference on

Conference_Location

Tokyo

Print_ISBN

978-1-4244-6485-2

Type

conf

DOI

10.1109/ICSSSM.2010.5530204

Filename

5530204