IT Service Support System

With the rapid growth in business of China Mobile Group Guangdong Co. Ltd Dongguan Branch, Systems's Application in the company become more complex, such as Business Management System,Call Center System and so on. Business sector demand increasing, and the required processing time is very urgent.If artificial document management, there will be omitted and is not conducive to the needs of tracking and information sharing. In addition, It is inefficient to deal with the entire absence of support systems , and maintaining quality is not good. So IT service support system is considered building. IT service support system aimed at the requirement of IT departments in Dongguan Mobile. And it is used in business from putting in requirements , Version arrangements, software testing, load and the feedback of the entire process electronically. It is also used in the reported fault barrier, the task assigned, fault handling, tracking, feedback, review of the entire process, in electronic form. It is used in analysis according to demand and the types of faults, so as to enhance the quality of IT services.The first three chapters introduce the building background, the general framework and the functions of ITSS. The first three chapters belong to the system outlined. The fourth chapter focuses on the system' s two core technologies. The core technologies's name are fault-correlation-early-warning and module-alteration-monitoring. The reason for developing these two technologies in Dongguan Mobile is that there are many systems in the corporation, and the fault frequency is quite high, the urgent need for a targeted technology right now to the increasingly frequent fault monitoring, tracking, and warning.The Fault-related-early-warning technology is base on data mining technology. It adopts classification algorithm of data mining. And its working principle is: If a pair of faults happens in a specific period of time, they are likely to have a kind of hidden-relationship. It may be that a fault occurred trigger another failure. Well, Fault-related-early-warning technology classificate and record the relationship between the classification and record. The next time the arrival of the two faults. When a fault comes,the system can find out the another fault that will happen. And it can trigger the function of alarm.Modules-Alteration-Monitoring technology' s core-working principle is : In a modular system, there are relationships in all kinds of system modules. We can design an all-sided testing example in analyzing their dependencies. It can help to find out faults in monitoring and maintaining systems. So we are profit from ITSS to the fault avoidance and fault handling efficiency.That the Information Technology Center develops IT Service Support System will reatly enhance the efficiency and quality of fault-handling. And it can help to enhance customer satisfaction indirectly. The Fault-related-early-warning technology and Modules-Alteration-Monitoring technology are developed first in Chinamobile Communication Group Guangdong Company, Dongguan Branch.