The goal of establishing the ITSMS service management system is to form an effective, customer-centric IT service self-improvement system. After the implementation of the ITSMS system construction and ISO20000 certification, a continuous improvement cycle should be established in each process and in the dimension of each job position, combining work planning, execution, inspection and continuous problem discovery, and Provides a way to explore a systematic approach to problem solving. The IT service department within the enterprise can obtain the following benefits by implementing the ITSM system:

  1) Maintain the consistency between service objectives and enterprise business objectives, and effectively support business strategies;

  2) Integrate the existing management system and business process, standardize the service level of the IT department, standardize the work process, improve the quality and operational efficiency of information technology services, and reduce the risks caused by personnel changes;

  3) Improve the availability, reliability and security of IT services and provide high-quality services to business users;

  4) Effectively and efficiently integrate and utilize IT resources such as information, infrastructure, applications and personnel;

  5) Control IT risks and related costs, improve and control IT service quality, reduce long-term service costs, and establish a service management mechanism for continuous improvement;

  6) By establishing an optimized and transparent management process and the definition of rights and responsibilities, monitoring the management process, conducting performance evaluation of the IT department, and establishing an effective internal control mechanism for IT services;

  7) With reference to the IT service level for business customers, reach an agreement with suppliers on service quality and service commitments, and establish a unified two-way communication platform with business and suppliers;

  8) Align with the international benchmark, improve the overall service level of the enterprise, and at the same time it is easy to integrate the service management process and other management systems, such as ISO27001 information security management system ISMS, ISO9001 quality management system QMS, etc.

For many domestic IT service companies and organizations that provide internal IT services, the significance of ISO20000 certification is not limited to conforming to specifications and improving the quality of IT services, but it provides an effective channel for the quantification and assessment of IT services. It has a positive meaning in measuring the return on investment of the IT department. Because ISO20000 is based on process management, work is decomposed into different processes and implemented to each department or individual, which makes it possible for the input and output of process quantification to quantify the work of employees, especially the front-line staff of the service desk Complete quantitative measurement of work can be achieved through several specific indicators.

  The quantitative data of the process provides the basis for the employee's work assignment and work performance assessment, and also provides an effective input for the quality control of IT services. ITSM ensures the quantification of IT services and the credibility of quantified data by setting up a complete and accurate quantitative system, submitting reports on a regular basis, and conducting surveys on customer satisfaction and third parties. At the same time, it also provides a good platform for enterprise management to measure the benefits of IT services intuitively, and provides preconditions for enterprises to further promote the standardization and standardization of IT service management on this basis.