Construction Of IT Operation And Maintenance Knowledge Management System Based On ITIL

With the emerging business of Construction Bank, the number of applications is also rapidly expanding, in order to manage the business operations of these systems, the operation and maintenance work, gave birth to the headquarters of the multi-level IT management department of the provincial bank branches. But the inefficiency of the internal management and service exist in IT department of China Construction Bank, IT operation and maintenance of knowledge assets of the loss of series of practical problems has become more prominent, resulting in the loss of a large number of IT experience in the operation and maintenance. ITIL (IT Infrastructure Library, IT Infrastructure Library) is a set of standard module combines the activities of system management, network management, systems development, management, and other management and change management, problem management, and many other processes. Therefore, based on the thinking ITIL IT operation and maintenance management knowledge platform design of the unit, IT operation and maintenance of knowledge management processes can be effectively established to solve the knowledge management of the IT operation and maintenance of the unit means backward, inefficient maintenance problems, improve IT operation and maintenance efficiency at the same time information Center of the units, but also reduce the workload of the operation and maintenance personnel.First, knowledge management in the enterprise implementation of ITIL standards is discussed, implying importance of the IT operation and maintenance management services, and the knowledge of IT operation and maintenance management system are pointed out and then the enterprise IT services, lack of knowledge management, need to build a knowledge management system is analyzed. Then knowledge management system functional requirements are analyzed:rights management analysis of knowledge management systems, knowledge publishing business processes, the knowledge approval, and knowledge retrieval. On the basis of the analysis, knowledge publishing, online training, personal, full-text search and other core subsystem are discussed in detail, which focuses on IT services based on ITIL standards, knowledge management collaborative process engine, and full-text search technology implementation process. Finally, the application effect of the platform is tested and analyzed.