The Design And Implementation Of IT Operations And Maintenance Service Support System

Traditional IT management model in corporation seems to be in difficulty against the facts of the rapid expansion of the IT resource,so IT Process management will replace it.ITIL and ISO 20000 is good example,but it is not so suitable for Chinese corporation,especially in support system for our country corporation.The content of this paper is designing completely IT operations and maintenance service support system,and implementation of support system with roles with the purpose giving an example to Chinese corporation.The main taskes of this paper are:1.Analyze related conception,definition and application situation at home and abroad about IT operations and maintenance service.This paper make a summary about architecture,management process(including process framework and classified process) and management information model.2.Design completely IT operations and maintenance service support system, include:functional architecture,physical architecture 1,functional requirements (monitor function and process management function)and security management (including user management,system log management and virus protection).3.Analyse the aim of process and design main process chart about configuration management process,change management process and release management process with roles,and design parts of process chart with the description about them.Cofiguration management module includes:identifying CI;monitor and test CMDB;control and manage CMDB;audit CMDB;report and measure CMDB;evaluate and improve process;management upgrade. Change management module includes:record and classify changes;evaluation of venture and effect;approve and function change.Release management module includes:plan release strategy;design and build release;test and verify release;review and close release.4.Implement IT operations and maintenance service support system.Including:a) Design and perform the organization and roles of suppositional corporation in the system.b) Design and realize the tables and fields in oracle. c) Realize the process management,including:configuration management process,change management process and release management process.