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Nokia Siemens Networks Shanghai Company IT service management implementation research

Author: WangYong
Tutor: XiaYuanQiang
School: University of Electronic Science and Technology
Course: Business Administration
Keywords: Information Technology Infrastructure Library(ITIL theory) IT Service Management (ITSM) Outsourcing User Experience (UE)
CLC: F626
Type: Master's thesis
Year: 2011
Downloads: 43
Quote: 1
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Abstract


Along with the development of global informationization and under the background that IT has gradually become a service and has close cooperation with more and more departments, it is especially important to have a set of tailored standards and methods to help enterprise in IT system’s planning, structuring, implementation and operation. This article is to study the actual implementation of ITIL (Information Technology Infrastructure Library) and outsourced ITSM (IT Service Management) in Nokia Siemens Networks (Shanghai) Co. Ltd. (hereinafter referred as NSN(SH)).NSN(SH) is a large subsidiary company of Nokia Siemens Networks in China. Its predecessor is a subsidiary of Siemens COM in China. In 2007, it is transferred to current NSN after the merging of Nokia Network Business Group and Siemens COM. NSN(SH) has implemented overall ERP system in its internal departments, and these business units rely on IT more and more. It becomes the most concerned issue for NSN(SH) to set up its own ITSM system and ITIL to improve efficiency, reduce cost and improve the user experience of IT service.This paper starts with introduction of current situation and problem faced of NSN(SH) in IT service. Then, it describes IT service management concept, best practices and its content. After that, it analyzes in detail the IT service demand of NSN(SH), and makes a proposal for ITSM procedures and ITIL upgrading according to its actual situation and demands, as well as on the principle of circulating improvement of service level. Finally, it summarizes in detail about the implementation steps, effect and development direction of ITSM in NSN(SH)。

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