This article is a final research report to project, entitle “Design Information Operation Process and Implement Information Service Management Standard”. The main purpose of IT Service Management is to ensure the running of the service delivery in a cost effective way and maximum the end user productivity with good end user satisfaction. To achieve the good service quality and continuous improvement, balanced combination of service level agreement, standard operation process and Key performance Indicator is required. ITIL best practice and ISO/IEC 20000-1:2005 standard are good process model for EPA to promote good service quality and get end user’s satisfaction. IT service management is composed by two main Service parts, Service Support and Service Delivery. Service support is including service desk, incident management procesee, problem management process, change management process, release management process and configuration management process. Service delivery is including service level management process, relationship management process, budgeting and accounting management process, availability management process, capacity management process, service continuity management process and information security management process. Through the process setup and apply Certification of ISO/IEC 20000-1:2005 IT Service Management standard implemetation, we expect that it can help EPA to become a systematism IT service provider to their end users and be a good role model among the Government administration units to achieve the objectives of e-Government policy and productivity improvement target.

ITSM、ISO,20000、SLA、BS15000、CMDB