Case Study on M Company Best Practice with Global IT Management

Jiangping Wan, Xiaoyao Wan

School of Business Administration, South China University of Technology, Guangzhou, China.

DOI: 10.4236/ti.2012.33019                

Abstract

The propose of research is to help those global companies to improve their IT service management (ITSM) more effectively. The ITSM of M company is analyzed with global IT management model, which contains 12 structuring elements, and the structuring elements model and their best practices are established in the IT service operation and maintenance process in the views of centers of excellence, shared services and value managers. Both the 12 structuring elements and 5 M company’s best practices of ITSM are rated with both critical success factors and analytic hierarchy process. The best practices are in the following: good relationship with customers (0.279), seamless and efficient department cooperation (0.231), team proficient in business and enterprise resource planning professional knowledge (0.226), high-quality library of knowledge management (0.176) and educational training (0.088).

Keywords

Global IT Management; IT Service Management; Enterprise Resource Planning; Centers of Excellence, Shared Services; Value Managers; Critical Success Factors; Analytic Hierarchy Process; Best Practices

Conflicts of Interest

The authors declare no conflicts of interest.

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