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Evaluation of IT Service Management Based on ITIL Framework in Banks of Industry and Mine (Service Operation Processes)

机译：基于工矿银行ITIL框架的IT服务管理评估（服务运营流程）

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The value and position of competition in banks is crucial and well-known. In past decades it did not matter much due to the governmental nature of banks but now the issue of competition in banks has become a top priority given that many private banks which have been established. Therefore, in recent years, banks pay special attention to the diversity of their products and services in particular electronic services and information technology. That?s why we see topics such as IT Service Management (ITSM), Information Technology Infrastructure Library (ITIL), Control Objectives for Information and related Technology (COBIT) and Capability Maturity Model Integration (CMMI) developed in banks and financial institutions which increases the quality of their services. IT Service Management (ITSM) provides a structure through which IT processes, IT resources and information related to the strategy and goals of the organization will connect together. IT management integrates and institutionalizes the optimal ways of planning and organizing, preparation and implementation, delivery and support and monitoring and assessing the effectiveness of information technology. Based on previous findings, this study seeks to evaluate the status of IT service management at bank of industry and mining with standard review and expert opinion, the ITIL framework and CMMI Maturity Model were used to assess the situation. In this study, after an extensive study of the literature, a questionnaire which was available at the University of UCSIA (one of the Universities of Oxford in England) was used and according to experts, the questions prepared and divided into seven areas. Then, the questionnaires were given to all managers and experts of the Bank of Industry and Mine that were 45 people. After collecting information, current and desired levels and also the distance between these two levels were determined and shown for the areas of the Bank of Industry and Mine and then were analyzed. And finally, some suggestions were presented to improve the weaknesses of Bank of Industry and Mine. It should be noted that since this research is a case study, the analysis results of the Bank of Industry and Mine is unique for this organization and it isn?t extensible to other organizations but the analysis method could be extended to other organizations.
机译：银行竞争的价值和地位至关重要，众所周知。在过去的几十年中，由于银行的政府性质并没有多大关系，但是鉴于已经建立了许多私人银行，现在银行的竞争问题已成为头等大事。因此，近年来，银行特别关注其产品和服务的多样性，尤其是电子服务和信息技术。这就是为什么我们看到在银行和金融机构中开发的主题，例如IT服务管理（ITSM），信息技术基础结构库（ITIL），信息和相关技术的控制目标（COBIT）和能力成熟度模型集成（CMMI），他们的服务质量。 IT服务管理（ITSM）提供了一个结构，通过该结构IT流程，IT资源和与组织的战略和目标相关的信息将相互连接。 IT管​​理将规划和组织，准备和实施，交付和支持以及监视和评估信息技术有效性的最佳方法整合并制度化。基于以前的发现，本研究旨在通过标准审查和专家意见来评估工行和矿业银行IT服务管理的状况，并使用ITIL框架和CMMI成熟度模型来评估这种情况。在这项研究中，在对文献进行了广泛研究之后，使用了UCSIA大学（英格兰牛津大学之一）提供的调查表，并根据专家的意见准备了问题，并将其分为七个领域。然后，将问卷调查表发给了45人的工业和矿业银行的所有经理和专家。收集信息后，确定并显示了工业银行和矿山区域的当前和所需级别以及这两个级别之间的距离，然后进行了分析。最后，提出了一些建议，以改善工行和矿山的弱点。应当指出的是，由于这项研究是一个案例研究，因此，工矿银行的分析结果对该组织来说是独一无二的，并且不能扩展到其他组织，但是分析方法可以扩展到其他组织。

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