|
With the deeply developing of information technology in enterprise, the responsibility of IT department is changing in unspectacular ways. From building to planning, from technology to application, from actively taking part in making business processes to passively meet the needs of business. Summed up, enterprises are facing with the change of optimize service. The same time, an excellent service management system is a key to help IT department to the transition.The main purpose of this paper is to study and develop an IT operations management system for the CHINESE BUSINESS View’s IT operations. By the research of IT service management and the mature IT service management model over the world——ITIL, designed the solutions for the combined the part of ITIL V3 standard process and actual IT operations. By using UML modeling principle, achieved the requirement analysis and process design of service desk management, problem management, change and release management, knowledge management, configuration management, asset management of ITIL standard module. Otherwise, according to the actual needs, increased hardware maintenance and attendance management. T aking service desk management as an example, this paper expatiated the realizing process. For the key technologies, rights management, data backup and recovery, asset model, the template engine of Smarty and Xajax technology were also introduced.After the system was carried out, it can effectively resolve the management of events. All of the events are registered and tracked, problems are solved, changes are recorded and knowledge is shared. The human negligence dropped substantially, also the customer satisfaction and the service efficiency improved, for this reason, which brought IT service level to a new stage.
|