Design And Implementation Of E-Government IT Operations And Maintenance Service Support Processes Of Based On ITIL

With rapid development of information technology and function transition of government from management to service, government at all levels of China gets more and more attention on establishment of self e-government, and invest a lot human and material resource to develop IT systems. Therefore e-government IT systems enhance the dependences between core business and IT systems and infrastructures. Once the systems break down, government will has a severe impact on self business; meanwhile because IT systems become larger and complex day by day, the cost of government on operation and maintenance support will be increased. Government at all levels of China has to face with a problem that how to provide the scientific operation and maintenance for IT system of e-government.In this paper, combined with IT operation and maintenance features of e-government, based on research of ITIL and analysis of IT operation and maintenance standard of e-government at home and abroad, an IT operation and maintenance service management system was discussed and researched firstly on multi-facet. Next an IT operation and maintenance support process system was proposed based the service support system of ITIL in this paper. This system includes six basic processes and one management function, all of which are incident management, problem management, change management, configuration management, release management and service desk. To describe every process accurately and detailedly, a unified process template was proposed based on commonness. The template is composed of ten basic elements, including process goal, scope, trigger, input, output, activities, role, responsibility, relationships with others and KPIs. Each process of IT operation and maintenance support process system was designed in detail according to this template.Combining above design plan with development practice of IT resource service management platform, the implementation of IT operation and maintenance support process system has been proposed. Finally, this paper selected incident management module as testing target, and verified the design plan of incident management process was scientific and correct.