Design And Implementation Of It Service Flow Management System

With the expansion of IT network scale and the evolution of the network technologies, almost every industry pays attentions to IT technology and invest a lot of human and material resource to develop IT systems and applications, and IT systems have been the powerful support for the development of the enterprises. At the moment, the management level for the IT services should be improved. The enterprises need a standardized IT services flow management system to upgrade their IT management levels, standardize the offering and using of their IT services, enhance their IT service level, and maximize the value and income of the IT investment.The author participated in the design and implementation of the IT service flow management system, and gave the design and implementation scheme of the system. At the initial part, the thesis introduces the subject research background and the overall network structuring design that the author engaged in. Also the author introduces the main functions of IT service flow management system based on the ITIL. After giving the definition method and template of the IT service flow, the thesis describes the main flows in detail, including incident management flow, problem management flow and change management flow from 9 aspects, including goal, scope, trigger, input, output, flow, role and duty, relationship among flows, and key measurement indexes, which are the base of the system implementation. Then the thesis gives the software architecture and implementation of the modules based on the above research, including model designation and functionality realization. At the end, the thesis concludes the application effect of the system.From the view of the operation, the IT service flow management subsystem has fulfilled the anticipated management task, and realizes the satisfactory effects in the service flow standardization. However, it should be improved on the differencing and customization of the system.