The Research And Implementation Of IT Service Management System Based On ITIL In Power Grid

With the deep development of information construction and application in power grid, the information systems in power grid also has a larger scale, and the quantity of various business which run in power grid has become more and more. Therefore, it has become a very important task to power grid that how to use IT resources to control the IT risks and improve IT service quality effectively. The author participated in the integrated service management platform which belongs to the information construction project in Yunnan Power Grid, and mainly completed part functions of IT service management system which is based on ITIL(Information Technology Infrastructure Library).The IT service management system is usually used during the IT services operational process. The existing IT resources can play a greater performance by the system which can join IT service and company business, as well as improve the capacity and level of IT service support and delivery.The main work of this paper includes:1. The author briefly introduces the development background and significance of the platform, and makes a rough analysis to the overall structure of the platform. Then the author focuses on the theory of IT service management, including the concept and basic principle of IT Service Management, and the difference between ITSM and IT operation and maintenance management, as well as the basic framework and ten core processes of ITIL and process model of IT service support management.2. The author participated in and completed the technical architecture of the system's overall architecture and the building process of the data persistence and the part of the incidents management. The incidents management, the core part of the system, includes creating incidents, editing incidents, querying incidents, handling incidents, distribution incidents, and setting father incidents.3. The author, used flex technology and SOA(Service-Oriented Architecture) framework, independently completed the notices management, knowledge management and configuration management(except user rights management and report management) of the system, and designed and adjusted the system's overall style and layout.The system has been checked and accepted by the provincial company, and has been put into the trial stage. So far, it is in a normal and stable state, the work efficiency and service level of the maintenance workers have been largely improved.