Research On IT Service Management Models And Design And Implementation Of Servicedesk Based On ITIL

Nowadays,IT Service Management(ITSM) is the research focus in academy and application field.Information technology has become the essential part in operation,control,decision etc.in any enterprise.With the rapid development of informationization and the increase of system complexity,how to manage,control and maintain these systems has being a new challenge for the IT department in the enterprises.Furthermore,the changing business requirement raises more and more requirements of IT resources.It has been gradually recognized that huge investment doesn't mean the realization of informationization.The bottleneck is due to the lack of effective management.IT Service Management(ITSM) is the world-wide recognized efficient method to resolve all the problems in IT management.It focuses on the alignment of IT and business requirement, by the way it focuses on the cost and the benefit of the IT investment.Information Technology Infrastructure Library(ITIL) is a set of IT service management best practice guide created by the Central Computer and Telecommunications Agency(CCTA),now called the Office of Government Commerce(OGC),a governmental department in United Kingdom in the 90's of the 20th century.Nowadays,many world-wide famous companies such as IBM,CA,HP etc.all bring forward their implementations according to ITIL and their own experiences and understandings.The first task in the article is to study and research the IT service management models brought forward by these companies based on the study of the 10 core processes and 1 management function of ITIL, and analyze,compare these models.Then,according to ITIL,it focuses on the analysis and reconstruction of the service desk functions in ITIL, especially the functions,processes,models and relations between them. With the popular SOA framework and Spring Framework it implements the service desk.On the basis of implementation of the functions,it assures the well interaction between service desk and the other software of ITIL models and remains good interfaces for the further upgrade and enlargement.