The Design And Implementation Of Incident Management System For IT Service

With the penetration of information construction, the traditional pattern of IT management, which focuses on the technology, ought to be changed to focus on the service.In this paper, the author takes an in-depth study of the incident management, which is the most common in the IT service management; Makes an analysis of the concept, such as incident management role, incident escalation, priority matrix and so on; Gives a deign for the six core processes, which are incident's identification and record; incident's initial classification and support; incident's investigation and analysis; resolve incident and resume service; incident's stop as well as the tracking and monitoring in the process of incident's solution. At last, by comparing of the four kinds of IT service management tools in the market, research and master the use of the BMC Remedy Action Request System 7.0.Take a certain oil companies as the background, writer analyses its existing problem about IT Operation and Maintenance. Using AR System as a development platform, we design and implement a special incident management system. This system has the following main advantages:(1)Achieve integration of two coexistental procedural framework,which are B/S and C/S.The feature make it easy and flexible.(2) Regard the incident as the center, and establish the incident life cycle from generation to closure,which make the operation processlization.(3)Ensure the incident handle in time.Every link of the incident management processes has limited supervision.When there's the overtime session, the system will warn automaticly.(4)Raise the efficiency of handling the incident.The system can quickly find the history of the treatment options, and Specifically determine responsible person for the incident through the knowledge base and the function of the role position.