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Design and Implementation of an IT Serviee Management System for College Based on ITIL

Author: LinXiaoQun
Tutor: WenGuiHua；RenQian
School: South China University of Technology
Course: Computer technology
Keywords: ITIL ITSM Incident Management Process SSH
CLC: TP311.52
Type: Master's thesis
Year: 2010
Downloads: 144
Quote: 1
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Abstract


With the rapid development of information technology, information technology has been fully penetrated into every aspect of society, especially in the field of education, this one, especially the development of information technology. Many universities have launched a new round of information technology to build up the Digital Campus. At present, most universities have been gradually improving its IT infrastructure, many new application systems have been put to use in a variety of business colleges, and have achieved a lot in university management, teaching, scientific research. However, while in the enjoyment of the benefits of information technology, new problems are presented:with the increasing scale of the network in the colleges and universities, there are more and more complex applications about the network. Take the Guangdong Teacher’s College of Foreign Language and Arts (GTCFLA) for example, it is a medium-sized vocational college, but compared with the situation six years ago, the scale of its infrastructure has expanded three times, the College IT operation and maintenance is facing many new problems and challenges, the traditional way of IT operation and maintenance can no longer meet needs for the development of the digital campus.Currently, this college is carrying out an infrastructure construction based on ITIL IT service management platform. At first, this paper describes the IT service management platform and the background of ITIL IT service management, and then introduces the problems in the current situation during the construction of the digital campus, thus leads to the need for the introduction of ITIL-based service management platform. This paper will focus on the three aspects of the campus IT service management:staff organization structure, management processes and technology platform. Based on the circumstance of the GTCFLA and guided by ITIL, the author designed the organizational structure for the staff in the IT department, outlining the different roles and responsibilities, then based on the two core processes of the incident management and problem management, the author proceeded with a process design based on the ITIL typical management concept and gave a thorough explanation about the flow process, and he also set forth the relationship between them. Finally, from a technical point of view and under the guidance of thought in the ITIL, the author designed an IT service management system software, which based on the incident management process, using a three-tier structure system of J2EE and with the application of the OS Workflow as the working engine, providing support to the IT service management platform.

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CLC: > Industrial Technology > Automation technology,computer technology > Computing technology,computer technology > Computer software > Program design,software engineering > Software Engineering > Software Development
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