Design And Implementation Of IT Service Level Management System Based On Hadoop And SSAS

IT Service Level Management is the central management process of IT Service Management. A modern enterprise needs powerful support from software tools to be adapted to the continuously changing business environment and IT environment, if it plans to implement IT Service Level Management. The thesis described an IT Service Level Management system built on top of Hadoop platform and SQL Server Analysis Services (SSAS) as a solution to the problem that enterprises lack appropriate software tools for IT Service Level Management.The thesis first analyzed the concept and significance of IT Service Level Management, and pointed out that the main problems of existing software tools are the lack of underlying database management system with big data processing capabilities and the lack of effective support for business-oriented IT Service Level Management. Then it analyzed the requirements of an IT Service Level Management system in detail and proposed a domain model for business-oriented service level management by using domain modeling techniques. Based on the model, the thesis designed the system architecture which leverages the technologies like Hadoop/Hive, SQL Server/SSAS and SharePoint, and discussed the design and implementation details of data warehouse, object model, management portal and reports/dashboards.The thesis introduced two innovations. First, it built up an IT Service Level Management system with considerable automation features by using Linux-based Hadoop and Windows-based SSAS. The combination of Hadoop and SSAS makes it possible to meet the requirements of processing big data and meanwhile effectively support the implementation of business-oriented IT Service Level Management. Second, it developed a calculation engine by leveraging the Online Analytical Processing (OLAP) features of SSAS and integrated the engine with Microsoft business intelligence tools like SharePoint and Excel. The solution greatly reduced the development effort and meanwhile kept the ability to meet various enterprise reporting requirements. The thesis discussed the whole solution and key implementation details.