Service management system

ABSTRACTI have been working for more than two years at Garanti Technology, which is one of thepioneer IT firms in Turkey. Garanti Technology is one of the service provider IT companiesthat is in the scope of this thesis.One of the main tasks of the IT companies providing services to many other firms like GarantiTechnology is that they should provide the service in a certain quality and the service shouldbe continuous. In order to manage this main task in a robust way, the service managementsystem project has been started which the topic of my thesis.The Service Management System project has been designed as a web based project so that itcan be used both from the intranet of Garanti technology and by the other firms that consumethe service via internet.In the service management system project, the methodology named ITIL (InformationTehnologies Infrastructure Library), which is the world wide used defacto standard for servicemanagement, has been used. This methodology provides built-in libraries that has been usedand tested many times both for processes that should exist in a service provider company andabout how to manage and reason these processes in the best way.The quality and the continuity of the service cannot be guaranteed for the companies that donot have service management concept. Because quality and continuity cannot be achieved inthe services where there is no specific process definition and work flow is performed onlywith telephones and emails.ITIL consists of the best detailed, continuous, easily understandable, proved servicemanagement processes that expose the quality standard to hit the specified business targetsand use the information systems in a more efficient way. ITIL processes are the processesthat does not have any forcement in the existent processes and can be used by supporting theexisting ones without any modification.That is an inevitable truth that IT companies for this age need the service managementsystem. The service management system application that has been designed for this thesis isone of these service management systems.Keywords : Service Management System, Inventory Management, Incident Management,Problem Management, Change Management, Help Desk, Service Management, ITIL(Information Tehnologies Infrastructure Library)