The Design And Implementation Of Process Engine On IT Service Management Supporting User-Customization

In the information age, everything has become faster and more dynamic. Traditional hierarchical organizations ofen find it difficult to respond to rapidly changing markets, emphasis within organizations has shifted from vertical functions or departments, to horizontal processes that run across the organization, and decisionmaking authority is increasingly granted to personnel at a lower level. The ITSM (IT Service Management) processes were developed against this background. As a philosophy and methodology of managing IT, ITSM could effectively implement the integration between IT and business. Consequently, ITSM has become the first driving force of supporting and organizing business operation. At present, ITSM is attracting many a enterprises'attention, further more, it's being popularized and put into practice continuously.With the development of ITSM, the idea of process-focused is proposed. Process could integrate resources and capacity, bring profit for customers directly or indirectly. ITSM supports business process and increases the quality of business operation on the whole. Process management provides more dependable business support, improve customers'and business person's productivity. Process engine could manage and control business process, so process engine has become a new hot spot in computer applications. However, most traditional process engines cannot meet the requirements of modern business process management any more. They don't provide enough support to user-customization because lacking agility and interoperability. Existing process engines model are almost based on action and status, model don't combine department, user, role, limits of authority, action and state transition, so the engine cannot fully support user-customization according their demand.In this paper, we first give a brife introduction to the technology of workflow, and discuss the Workflow Reference Model; then based on the IT services supporting system, we analyze and design the ITSM in detail. At last, in view of the ITSM, combining the Workflow Reference Model, we design a process engine, which are based on the role,action and state transition.This engine has a unified designing and showing model, implementing the feature of what you see is what you get.Furthermore, through the visualized process defining tool, the users could define their own process according their demand, making the process more readable, intuitive and understandable, improving quality and efficiency of the business.