Research And Implementation On Service Management In Common Service Integeration And Operation

In most fields of modern services industry it often requires combinations of numbers of individual services to achieve business objectives. Common Services Integrate System is the production of the'Research on Modern Service Industry Common Service Integrate Technology' project which is a sub-project of 11th Five-year National Key Technology R&D Program'Modern Service Industry Common Technologies Supporting System and Application Example Projects'.The objective is to provide a services integrate and execution environment along with an operating and support system.ITIL is a set of IT management standards,which provides standard methods for IT departments from planning, development, implementation, operation and maintenance of the standard methods aimed at resolving the situation of poor IT service quality. Common service integration and operation support system is actually an IT system, providing common service resources to various application systems.So,service management is a critical part in here which provides the assurance of system operations and business operations.At present, there are two key problems need to be solved in service management of the common service integration and operation.First, there are still no mature service management concepts and systems.And second, the obviously special features of its commercially operational capability and the special managed objects (the common services which is not running within the system) that distinguish the system from other general IT system resulted in the management system specificity.To solve the above problems,after studying the ITIL service management system, a two-level service management system for common service integration and operation has been described in this paper. The first level is a self-service management layer.In this level, we discussed the service manageability of itself as a service delivery system. The manageability focuses on the system operation capability security. The second level is common service management layer. In this level we focus on the service management of common services which is not running within the system.In Self-service management layer, three kinds of service manageability have been discussed:System operation management, service combination operation management and service billing management.Systems operation management focuses on protection of the stability of system operation to achieve the system resources monitoring. Portfolio Service Management and Service Billing Management concern the operational capacity of the system which ensure that the business process can be operated correctly. In service combination management, a combination protocol and the implementation process has been discusses.In billing management the paper studied the common service billing strategies, sub-division of management roles and defined the relevant processes.In the common service management layer, the paper focuses on the quality of common service, setting up common service quality models,service quality parameters and monitoring system.Through this two-layer, four-function service management theory, paper sets up an initial service management system for common service integration and operation and laid the foundation of service management system in modern service industry.