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

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.

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