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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 practicesdoi:10.4236/ti.2012.33019 fatcat:cz5po3quezgpbooldaxcmhka3u