case study on m company best practice with global it management案例研究对m公司与全球it管理最佳实践.pdfVIP

Technology and Investment, 2012, 3, 143-148 /10.4236/ti.2012.33019 Published Online August 2012 (http://www.SciRP.org/journal/ti) Case Study on M Company Best Practice with Global IT * Management Jiangping Wan1,2, Xiaoyao Wan1 1School of Business Administration, South China University of Technology, Guangzhou, China 2Institute of Emerging Industrialization Development, South China University of Technology, Guangzhou, China Email: scutwjp@126.com, 294663012@ Received June 8, 2012; revised July 3, 2012; accepted July 10, 2012 ABSTRACT The propose of research is to help those global companies to improve their IT service management (ITSM) more effec- tively. 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 coop- eration (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 Proces