Distributed IT Service Support Platform Based On ITIL

With the rapid development of enterprise informatization construction, IT service is playing an increasing important role in almost every enterprise. However, the complexity of IT brings many problems. It is gradually recognized that the lack of effective management is one of the biggest problems, and IT services management is the optimal solution. At present, ITIL is the most widely accepted approach of IT Service Management in the world. The main task of this paper is to develop a distributed IT support services platform based on ITIL which can support different operation modes of IT services support.In this paper, objectives and principles of IT service support process design are proposed firstly. According to the principles and the specific situation of domestic enterprises, a flow of process is designed with the purpose of improving the efficiency, stability and standardization of IT service support. Then, four operation modes of IT services support in the domestic enterprises are concluded and the distribution solution which can support distributed collaboration in IT service support is discussed. The kernel mechanisms of this approach include: delegation mechanism in configuration management and worksheet management process. Here, delegation mechanism is in charge of sharing the information of configuration items between distributed collaborators and worksheet process is used to allocate and finish distributed tasks. Finally, based on the proposed solutions, a distributed IT support services platform based on ITIL has been designed and implemented in this paper. We identify the requirements through use cases and design the architecture and database of this platform through logical diagram,implementation diagram and data diagram.We also implement the platform by ExtJs and Java EE,and conduct functional testing, performance testing and reliability testing on the platform.Three enterprises in China are chosen for the pilot run of this platform. The results show that this platform can help enterprises to implement ITIL effectively and improve the quality of IT service. Compared with existing ITSM tools, our platform has two distinctive features:1) High degree of normative and integration. Our platform integrates all the processes of IT service support included in ITIL.2) High degree of applicability.Our platform can support distributed collaboration in IT service support.