Design And Implementation Of IT Support Management System Based On ITIL

With the deepening and development of the enterprise informationization progress, he complexity of the enterprise operations management system increasingly rises up, thus the management, control and maintenance of these systems put forward higher requirements. In the process of enterprise information, People are realizing the high-information companies is not entirely dependent on the construction of the huge investment in IT, the "bottleneck" is lack of reasonable and effective management of enterprise information. ITSM is born in this situation, has now been internationally recognized as one of the most effective ways on IT service management. IT emphasis on the effective integration of IT and business requirements.This thesis set the services support of independently controllable of security common services integration and operation system as the target, design and implement the IT support management system based on ITIL. This service support management system meets the process of ITIL, in the desk section focuses on describing the business desk functions, and define the specifications standardized records of users'requests; In the part of event management, put forward the concept of hierarchical service support, through the classification cascade processing format the form of events rapid processing flow, and provides processing performance event management Statistical analysis; Problem Management module is made to locate the problem, problem analysis and diagnosis, treatment and then to assess the problem-solving for setting off the problem; The management of knowledge introduces the fulltext retrieval kit of Lucene, in order to achieve accurate and efficient retrieval using knowledge, using the standardized indexing and retrieval key to manage knowledge. At first, this thesis analyzes the background of the subject and current situation of international research in related fields, and then gives a brief description of the problem which needs to be solved; Secondly, the core of the ITIL framework and the core processes carried out a detailed research and analysis, giving the strong theoretically reference to this thesis; Then, the system involved in key technology research and analysis, gives the system to achieve the main technology routes; And then, gives the brief demand analysis to the core process of the system, and gives a brief overview of the important concepts and process; Finally, based on the above analysis, design and implement the service support management subsystem.