Design And Implementation Of Service Desk In IT Service Management System Based On ITIL

With the rapid development of information technology for enterprises, the complexity of the system increasingly rises up. And new challenges are generated for IT department in order to manage, control, and maintain such systems. And higher standards are required for IT resources management. It is gradually recognized that huge investment does not mean the realization of modernization of information technology, lack of efficient management is the "bottle neck" of the development. ITSM is the world-wide recognized efficient way to resolve IT management problems. Nowadays, many primary companies treat the service as its new point for increasing profits. In the world, like in IBM, HP, SUN, corresponding resolutions have been put forward respectively, but the high prices keeps many enterprises out of the doorsill.The main task of this paper is to develop IT service management system, the goal of which is to realize the 10 core processes that ITIL standard defines, by deep analyzing and researching the IT service management framework ITIL. The final goal is to build up characteristic, open, process-valued and customized service management software to help our customers manage IT resources in the way of stability reliability, convenience and efficiency. Meanwhile IT service processes are standardized so that the workload of the...