Analysis And Design Of Postal Network Operation & Maintenance Service Management System

The information construction of China Post, starting from 1990s, after more than ten years of development, postal enterprises'application of information technology has reached a higher level. At the same time, with the continuous development of business and the continued in-depth of information construction, IT operation & maintenance sectors are under increasing pressure, and their work is facing many problems. Such as operation & maintenance personnel is often in passive "fire fighting" status, service quality and performance lack quantitative standards, the lack of standardized processes and knowledge accumulation, IT management of excessive dependency on others and so on. How to manage the large information network scientifically and efficiently, thus to maximize its effectiveness and reduce operating costs as much as possible, is the current challenges for China Post to face.ITSM is a process-oriented, customer-centric approach, which the organization by integrating IT services with business and improve IT service delivery and organization capabilities and their level of service support. As a new IT management approach, ITSM has been widely used and produce significant benefits in foreign countries, and also has been more and more attentioned in China. In order to change the passive situation of operation & maintenance work, the postal department of IT operation & maintenance bring ITSM approach in the operation & maintenance work of Postal Information Network, and decided to build an unified operation & maintenance service management system based on the theory of ITSM. With this system, establish a unified maintenance pattern at all levels of operation & maintenance departments, and implement the scientific and standard service management processes. The construction of operation & maintenance service management system is great significant for the promotion of the scientific, institutionalized and standardized goal of operation & maintenance work.This paper focuses on the analysis and design of core modules of operation & maintenance service management system, such as incident management, problem management, change management, configuration management, make the relative study and discussion. First of all, it introduces the core idea and key processes of ITSM and determines the system's software development platform. Then, based on ITSM theory, combine the actual postal operation & maintenance work to determine the system's business processes and conduct requirement analysis. In the part of system design, it introduces the design of system architecture, modules, database, and of system security. In the process of system analysis and design, using the UML case diagram, class diagram, state diagram, sequence diagram and other tools to help describe the functional requirements of each module, design elements and the main process. operation & maintenance service management system is adopted the centralized mode, B/S structure, J2EE architecture to achieve, and have been put into practical application in the national center, provincial center and partially the city center of Postal Information Network, which standardized the daily work processes of operation & maintenance departments, improved efficiency, quality of service and support capabilities, and achieved good results.