S银行是一家知名大型商业银行，业务规模一直处在高速扩张的阶段，因此在IT方面的需求有增无减。IT部门在应对业务部门的需求时疲态尽显，在IT服务管理流程设置方面暴露了诸多问题，例如业务需求响应缓慢且频繁退单、问题分析过程漫长且反复发生、事件数量较多且处置效率低下。因此，当前S银行IT管理层面的重要工作，就是根据S银行实际情况对相关流程进行优化，提升IT服务管理水平。 　　本文以IT服务管理及流程管理领域的相关理论为基础，将流程优化过程分为定义阶段、测评阶段、分析阶段、改进阶段和控制阶段来进行论述。在定义阶段，对现有流程进行分类与分级。在测评阶段，通过构建流程测评方法以获取流程优化效果数据，包含了两个方面：一是客观测评指标，二是主观问卷调查反映。客观测评指标是基于IT服务管理、ITIL框架及相关理论设计的，主观问卷调查反映则参照SERVQUAL服务质量模型理念，获取流程使用者对于流程优化前后的主观感受相关的数据。在分析阶段，结合客观测评指标与主观问卷调查这两个方面得到的数据进行对比印证，找到流程存在的问题，总结出流程的优化目标。在改进阶段，运用流程分解分析方法，并根据优化目标，据此设计出流程改进方案。在控制阶段，对优化后的流程进行重新测评，并将测评结果与优化之前的测评结果进行比较分析，以确认流程优化的效果。 　　通过流程测评与问卷调查得到的数据进行对比互证结果显示，优化后的流程运作成本大幅度下降，IT部门工作效率得到了改善，IT服务的质量也有明显的提高。

S Bank is a well-known large-scale commercial bank, whose business scale has been in the stage of rapid expansion, so the demand for IT has increased steadily. IT departments are exhausted in responding to the needs of business departments, which exposes many problems in IT service management process settings, such as slow response to business needs and frequent returns, long and repeated problem analysis process, large number of incidents and inefficient disposal. Therefore, the important work at the IT management level of S Bank is to optimize the problem process and improve the IT service management level. Based on the theory of IT service management and process management, the process optimization process is divided into three stages: definition stage, evaluation stage, analysis stage, improvement stage and control stage. In the definition stage, the existing processes are classified and graded. In the evaluation stage, the process evaluation method is constructed to obtain the process optimization effect data, which includes two aspects: one is the objective evaluation index, the other is the reflection of the subjective questionnaire survey. The objective evaluation indicators are designed based on IT service management, ITIL framework and related theories. Subjective questionnaire reflects the subjective feelings of process users before and after process optimization by referring to the concept of SERVQUAL service quality model. In the analysis stage, the data obtained from objective evaluation indicators and subjective questionnaire survey are compared to verify the existing problems of the process, and the optimization objectives of the process are summarized. In the improvement stage, the process decomposition analysis method is used, and according to the optimization goal, the process improvement scheme is designed. In the control stage, the optimized process is re-evaluated, and the evaluation results are compared with those before optimization to confirm the effect of process optimization. Comparing the data from process evaluation and questionnaire survey, the results show that the cost of optimized process operation has been greatly reduced, the work efficiency of IT Department has been improved, and the quality of IT service has also been significantly improved.